Pathetic ********** service

I have had a policy with them for 51 years with relative few claims. Now my microwave packed up and I tried to claim it. Firstly the service was ********** to put it mildly. They simply do not respond to emails, don't keep their promises, and provide no assistance. Then they reject my claim on the basis that because of loadshedding all electrical problems are power surges which they, unlike others, do not cover. This despite the fact that the oven gave in while we were NOT loadshedding. Why they cannot respond to emails sent to several people is beyond me