Poor service delivery by Momentum Insure and their service provider Appliance Care

Almost three weeks ago, I had a fire in my DB board due to an electrical surge. Several burned wires had to be replaced and rewiring was done. Right after the incident, my double door fridge/freezer started making the weirdest noise. The electrician assisting me with my DB board argued that one of the burned wires damaged the earth to my fridge. He also gave me a report. I lodged a claim with Momentum and since the electrician who assisted me was not one of their accredited service providers, Appliance Care was appointed to review my claim. They informed me that they need to collect my fridge/freezer to be taken to their facilities. Upon asking Appliance Care and Momentum what to do with the perishables in my fridge/freezer I was told to make a plan. The meat was sent to my mom and perishables used on a daily base were placed in cooler boxes filled with dry and wet ice. After not hearing from the consultant for almost three days, I phoned to hear what was going on. After holding on for who knows how long, and ending up at the wrong department, I was finally put through to a consultant. She did not know about me or my case. As a result, she had to contact the consultant dealing with my case and had to ask her to forward Appliance Care’s report. The outcome was that my fridge/freezer broke due to wear and tear. When I asked why nobody told me the report was finalised to make arrangements for the return of my fridge/freezer, I was told an email will be send asap to Appliance Care. When I didn’t hear anything from Appliance Care, I phoned them to ask why weren’t they contacting me to arrange for the return of my fridge/freezer. The lady could not answer me and only told me I’ll be receiving my fridge/freezer on Monday. So we had to go through a whole weekend still living out of cooler boxes. After the calls, I checked my emails to find that Momentum emailed my Appliance Care’s report. They concluded based on dust and some minor evidence of rust, that the problem was my own doing because the service provider I used made a mistake when working on the gas pipe. They furthermore charged Momentum over R2000,00 for rendering their service. The funny part though is that my fridge/freezer was last worked on some years ago when it was still under guarantee. My so-called service provider was actually a Samsung technician! So my question to Momentum and Appliance Care is: why did it take years for my fridge/freezer to break after a professional worked on it? I also want to know why my fridge/freezer is now making a different noise and has a dent on the freezer’s door upon return? I am a Momentum customer for almost 11 years now but after this sordid experience have instructed my broker to find me another short term insurance company.