Bad service

I am a customer since 1997 and for the first time claimed for a freezer that was damaged due to power outages. Std insurance sent out an accessory who reported back to them that the freezer was faulty due to normal wear and tear. This is a proper Defy upright freezer that we've had for about 8 years. After several calls to the inconsiderate staff at their call centre my claim was finally lodged after 14 days and a reference number given. Their excuse was there was a problem sending out sms although I also have an email address and cell number. Their accessor only came out on the 16th day. Very poor service indeed.