Claim taking too long....

I took out a motor vehicle and household contents insurance in October and a week ago my fridge broke and I lodged a claim with their claims consultant, I indicated to the lady that my milk which was frozen, I had to throw away because it defrosted and went off. On Friday, their service provider came to check up on the fridge and were going to submit a report to Miway Insurance, the report has still not been submitted, I'm getting no feedback from Miway Insurance and I have to do the follow up myself. I think I'm not getting the service I deserve, I had to throw some fresh fruits and vegetables away as well due to the fridge not working properly. When I asked about the loss I incurred on the foodstuffs, I was told to take photos. How was I supposed to know I needed to take photos..... Miway Insurance is not treating me fairly and the service I'm receiving is unacceptable......