bad service

we have a claim with momentum for a fridge we did advise that it was lighting damages they seed out someone to check and we were advised that its not covered we need to re gas the fridge . we called our own provider to assist privately they then checked the fridge and advised that the gas is fine the fridge was damaged due to lightning and that the sensor is not working . my mom is a pensioner she pays almost 1k a month to momentum and he only had one claim in the past 3 years . now the meat in the fridge has gone bad while we wait for momentum to make up their minds . its festive she is losing food and money she cant even buy meat as the freezer is not working . someone better do something or we will cancel and take the claim to the ombuds