Takes too long to settle an urgent claim

My mother put in a claim for a fridge on Monday. At first the service was friendly and helpful. As the claim proceeded it became clear that the staff had no idea how to handel the problem. They called on Tuesday and told a registered electrician needed to inspect my fridge. They could not find one. I found an electrician and emailed the report to them by Tuesday evening. Wednesday afternoon i called them to ask if they received the mail when i was told they only received it that moment when i called because their systems were down. I told her im worried about the food going bad. I've been without a fridge for 3 days now. Natasha Johannes told me shes sorry about the food going to waste. Thursday Natasha called me to inform me that the claim is with her manager. She put me on hold so long my phone died and the call got disconnected. I called back but she was unavailable. I left her a message to get back to me. I have not yet received any call from her. Today is Friday. It is with great sadness that I had to throw out all of the food I kept in the fridge/freezer. To give you an idea, we are a family of 7. Its not a little that has gone to waste. It is weekend. It has now become clear to me that i would be without a fridge for some more days as i doubt that this matter will be settled over the weekend. I'm extremely unhappy with the time it takes to settle a claim. Especially a claim where food is going to waste.