Unprofessional

When ever me or thousands of other people, pay their monthly premium, it is suppose to be for a professional service. Well I had a not so good experience. End of January I started the process to claim a fridge, or the repairs on it. After 3 weeks old mutual send a general handyman to my house. Firstly, if your car is in a accident, you go to a panel beater. Or you go to a hart specialist for heart conditions and not a general GP. When this guy pitched up, he had old, dirty shorts, rugby jersey and crocks. Bad start. He had a miltimeter in his hand and his phone. Then took 15 pictures (old mutual require that). Never touched the fridge, nor tested anything, or even checked gas levels. Three days later I got a sms, saying my claim was unsuccessful, cause of normal wear and tear. Nothing was physically tested. Nor did I got a phone call or email. That is the most unprofessional service I ever had