Disgusting Service from Miele South Africa

I have a Miele fridge that stopped working. I called Miele and they sent someone around to access the fridge and give us a quote. The insurance company then asked for a damage report. I have called Miele about 20 times, spoken to a technician, emailed, but they simply won't answer me. Without the damage report the insurance will not accept the claim. Miele is a very expensive product and with after service like this, it's not worth buying from them. It's appalling and has caused me undue stress. I need a damage report urgently! Facebook and twitter will be my next step. It's disgusting you have to go this far for a little report. Pathetic.