Pathetic and disgucting service that ****s customers!

I will give them 0 stars if I could. I logged a claim on 18/08/2025 regarding a home item and was told that an assessor will come out to check what the issue with the item is. The assessor came to my house on 21 August and advised that he will take the item with him to further assess of which I said no because this was never disclosed or communicated to me and I do not know what will happen on his commute back to his work place of which he can then just claim that he got the item in that condition. The assessor then advised that the insurance will be in touch and that he will eventually have to come back. I advised I have no issue and even gave him to work on my property and do what he needs to do but he cannot remove the item. On 22 Aug I called the claims department because I never received a call and wanted an update on what is happening. I was told that the assessor will not come back out and that I need to have my own item assessed and send the report back to the insurance. I had a problem with this because there was no communication, you believed whatever your assessor says and did not communicate with the customer during this time and I said the service is bad and it makes me want to cancel the service. I called back today on 25 Aug 2025 to find out what the update is again lack of communication via call, email or app and was told someone will call me back as it was escalated. At 16:51 I saw a missed call with 1 attempt of someone trying to call me and immediately followed with an email saying the claim is rejected based on the assessors report claiming that the item is damaged hence they will not be paying. I so many problems with this: 1. Your lack of communication with the customer 2. Not following through and explaining a process thoroughly 3. How did the assessor get to that conclusion when he was not able to fully assess the item. 4. You never had the decency to try and contact me again and explain the findings or find out if I can submit an assessment from my own assessors as I was advised by your staff. 5. The lack of care and empathy from your staff is ridiculous I am so disappointed and disgusted the way this claim was handled and just for this I will get my item assessed by a registered company and when they provide me with the report proving that your assessors did a ****ty job and you just believed them instead of doing your job I will take this further and cancel my service because you service is pathetic. You never even bothered to investigate the matter or call me once after the assessor came to my property.