Bad service and dealing with them is difficult

I had my fridge blown due to a power surge. Logged a claim on their app and after 3 days, called as no one responded to me, on that Friday they said a service provider will call me, nothing. On Saturday I called again to find out that their service providers are closed on weekends. I have lost everything in the fridge and when I send pictures of the damage grocery they don't want an estimate but an itemized list of everything which is not acceptable. I had claimed with other providers in the past and never had to do so much to get things done.