Miway insurance has poor customer service

I have an incomplete claim with miway insurance after suffering damages to some items in our home due to power surge. Our Household items were opened by an assessor sent by miway, meaning loss of waranty on other items and others were even taken away meaning they could be returned with items missing from the inside. However we are now being told we are not covered for power surge. The question we now have is why sent an assessor if we were not covered in the first place. We requested our contract recording confirming their claim that we decline surge cover over a week ago but we are not receiving any feedback or communication from them at all. At that time our groceries are rotten due to damages to our fridge but emails requesting assistance are not being responded to. I find it funny that an assessor was sent to assess items that are allegedly not covered and now no one is attending to our issue.