Paying outsurance for 15 years and no return of service

I have called OUTsurance Content Department as I had problem with my fridge. My concern was that the there is food and meat that will be spoiled. I was informed that I must wait for 24h hours for service provider to come and check the fridge and there is no guaranteed that the claim will be paid including the refund of the food that was in the fridge. The worst part of all is that if the fridge cost R3000 the claim will fall off or if the claim is rejected, nothing will be paid. I was also told that I must also R5371 if its power surge of which is the cost of the fridge. I am unhappy after paying for 15 years without claiming. I am very disappointed