Outsurance - Pathetic service

Put in a claim for my fridge/freezer this morning, purchased +-3 years ago for R2900 which was at that time a claim for loadshedding and as there wasn't another block for "I don't know" in the section for reason I ticked the surge/dip in electricity. Because I had said surge/dip they want to charge me in excess of R4000 for excess. Explained that I did not know whether it was that or why it had broken down, they then decided they had to send out a represenatative to check it out which they tell me cannot be done for 24 hrs, this is unacceptable. I am a pensioner and it costs me a fortune in premiums every month and have been with them in excess of 20 years and in that time I have paid them, up to now, and amount of R182 105 and claimed only R59 000 according to them which is only 33,5% of what I have paid. I also lodged a complaint regarding the time that it took for them to return a call and in the end phoned them again and was advised that they had tried, which they had not as checked and neither had I received another email which he claimed he had sent. Needless to say I am not a very happy client