Bad service n no communication

I log a complain in regards to my home fridge as it is not working its complete hot they send someone to assess it last week thursday the assessor told me the fridge problem is compressor and computer is off as well he send pics to kingprice for report Since than i didn't receive a call or email until todat i call I was told it won't be replaced So why am i paying the policy which is not helping me .its stories they tell me . I tried my best to fix it before i do claim but still a problem th service is bad