paying insurance with but you have no freezer at all.

I have been a client of Santam for many years and I was disgusted at the service I got my claim. i logged a claim for my freezer and its contents on the 5th Feb 2025. no one calls me all they do is close my claims with out any communication. note this is value-added and sos claim so a week later I'm sitting with the contents of my freezer paid but my freezer they refuse to pay because the report of the person that came to investigate says we had power surge. now I wanna know how you even came up with this conclusion. when one we didn't have load shedding and two I never have my power down cause I stay in an area where my alarm and cameras needs to be on 24/7. very disappointed and feel like I might need to move my insurance to another company as a couple of my past experience wasn't handled well. i use to rave about customer service and how well they are but unfortunately, I think its time to move on. I even logged a complaint and no one has called me about my concern. again note through this whole process I had to call them without anyone calling me.