Worst insurance claim company ever

I have experienced the most horrible service from Iemas Brokers and their underwriter Old Mutual Insure with regards to the hail storm damage experienced here in Newcastle area. There is no reply to emails to them only automated responses with reference numbers. When you do call they cannot assist you with that same reference number on the email and call centre agents will tell you that reference number cannot be accessed by them. The assessor that was appointed makes me feel as if I am a ********* in this claim. They cannot assist you with providing proper contractors appointed by themselves on their panels. When I sent my own sourced contractor to send them the quotations, the assessor is now questioning everything with us with regards to his measurements. How are we to know about his measurements and how the contractor see fit to repair according to his own measurements?? Are these assessors building inspectors that are being utilized or just in cases of emergencies?? They come in when the damage is half way dried and when it is pointed out they are there to tell you if they "think" it still should be repaired or not. Now I am being told I might be under insured! All these years of paying premiums no one comes to assess your property against the amount you are insured for and when there is a claim to be processed all of a sudden you are under insured! For a company of this stature the service is pathetic as compared to their competitors out in the industry. Paying your premiums does not ensure that the day you have a genuine claim the insurer will be there to have that sympathetic ear that you need when you are faced with natural disaster and damages.