Incorrect information

I have a problem with my fridge whirlpool side by side so the one side is not working as I have household insurance I called MIway then they send their assessors then the feedback was is wear and tear they can't pay or fix because of that and the fridge was not maintained I don't know how then I called private technicians from whirlpool only to find that is the sensor nothing to do with the maintenance please hello Peter intervene and assist me thanks