King Price - what has gone wrong, service has deteriorated

I have been a happy customer of King Price for a long time, and up until now I have never had any issue with them, and claims were dealt with efficiently and always very quick. We had a lightning strike at home last week, and on Monday I registered a claim for refrigerator. 4days later and many follow ups from my side, only to be told that a service provider has now only been appointed to come and asses the problem with no ETA on when that will happen, and that a manager will not be able to escalate my issue. they have not been returning my phone calls as promised and no emails are attended to either. What has gone wrong, why has your service deteriorated so much?