Cannot believe such unforseen surprises when making a claim.

I've read through the negative comments and wish I did two years ago. My claim ratio has been very low through the years, mind you I've been having short term insurance for close to 35 years. When I bought a new vehicle KP were suggested by the salesperson. Adding my home contents I've made sure that I'm covered against thunder and power surges, extra on my premium but I'm satisfied. Few months ago my domestic worker accidentally bumped my fridge and the glass on the door shattered. Ok I proceed to claim and was told sorry you're not covered against it. Oh well, left it there. This past weekend we had severe thunder, for those who knows Thabazimbi they are fami**** with the iron deposits in our mountains which create nice conductivity...... enormous thunder. Getting back to the subject I woke up due to the weather and noted a power dip....and immediately switched off the earth leakage and circuit breakers on my DB board. I switched it back on after a while and switched on the circuit breakers one by one. Checked all the appliances, fridges working, TV got damaged but is still working, same with microwave. Deep freezer out of order. I left it there, went to work, came back later and found it still broken. Therefore I decided to claim for it via the app. I was contacted by KP, don't know who the consultant really is, however there is a name when KP sent me a mail to inform me that the claim is registered. Now during the interrogation, or is it conversation, the surprises started to come out. Same question asked in several ways, probably thinking that I want to take a chance. Unprofessional. Then I was informed that they will sent a technician approved by KP to investigate the case. Surprise number two came informing me that I have zero excess, which I did requested, but for this claim there is an excess of R2500 for reasons I totally do not understand. Never in my life have I experienced such bad service, the few times I claimed in the past from other insurers were streamlined and expedited within couple of days. Basically I'm now waiting for the reason why to reject the claim from KP, as things look to me now. Let us see what the outcomes is, they said three to five working days, but if I look at the comments it seems like KP has a habit to take their time.