Extreme dissatisfaction with claim outcome

My father has a household contents policy with Miway which premiums have been paid for duly - the dispute arose when our refrigerator broke and a claim was submitted to Miway, following an assessment, the claim was subsequently repudiated with Miway stating that there was no cover for the damages claimed for.

Although, I am not disputing the merits of the claim - my dispute is around the fulfillment of the policy as I don't recall us (the policy holder) receiving the complete policy wording, neither was there an explanation of what is covered in terms of the policy and what isn't. My dad is 71 years old and it is in contravention with the PPR requirements for insurers not to explain the requirements of the policy and what the policy holder is covered for in the event of a claim.