Select Home Warranty Refused to pay for broken appliance Mahwah New Jersey

My refrigerator broke. Called Select to file a claim. They said it would be up to 48 hours before they would get me the name of a repair service OR I could call my own repairman. Since I had a broken refrigerator (and freezer) in the middle of summer, I called my own repair service. They diagnosed the problem, saying I needed a new one (the compressor and damagedevaporator).

While the repairman was their, we then called  SHW and spoke to authorization . They  spoke directly to the repairman, then my husband, and told him to purchase a refrigerator and send them the invoice. I did this within the next 12 hours. After not hearing from them for 6 days, I called nd was told I needed the diagnosis in writing. I told them the authorization department never told us that. They said they would get back to me by the end of the day.

Once again, I never heard back, and after 6 days called again. After getting no where, I asked to speak to a manager, above the one I was speaking to. The next day, I received a call, saying I needed a picture of the refrigerator as well as the diagnosis in writing. They refuse to make payment or refund my payment of the warranty.