bad on claims good with customer service

So with the power going on and off in the town I live in my fridge decided not to work anymore. I put in a claim, they let me know that someone have to come and have a look at the fridge and give a report (which I can see the point obviously) so I got a guy, he charged me R750. Got the report and sent it in. Now assessors need to go and check the fridge as well. (why don't send the assessors from the beginning, then I don't have to waste R750!! for me its a lot of money. (the customer service is great, they always get back to you very fast) but to do a claim, good luck. I've asked them before (so don't you need photos of what I have in my house) they said no, we trust our customer's. FYI take photos! they will definitely come with some sort of story.