Not happy with the service and the manner in which the consultants treat clients.

2 months ago a part of our built-in cupboards in our kitchen fell,we contacted Ooba Insurance,they sent out and assessor,who informed us because of the granite and the oak finish on the cupboards we might have to change all the cupboards,he informed us they will give us a list of colours we can choose from if they cannot match it or get close to it,a week went by we didn't get a response,we call in about 5 times and the consultants kept dropping the call and we had to keep calling in and explaining the samething over and over again and they put us on hold and leave the call for like 15mins to half and hour and than cut the call,this has been going on for 2 months and when we got through to a consultant he told us everything was approved they just looking at a cheaper quote,than 2 weeks ago we was informed that the claim is rejected on email and than one of the days this week after my husband called them,they say that they did not say the claim is rejected they said it's a potential rejection,they are so *********** that they don't even know what they put in their emails,and there is no notes on their system to make the consultants aware that the client called in and a certain things was told so everytime we call in we must explain from the beginning again which is frustrating,today my husband called in and they say that the claim is with Guard risk,I am working in the insurance industry myself and I'm a ***** and claims analysis,and I know who Guard Risk his I have health with some of their clients before,and they havent give their clients any issues, however according to the Ooba consultants the delay is not with them but with Guard Risk so they just pushing the blame on,the Ooba consultants do not email or phone,to update us or give us any feedback,we as clients have to be the ones to keep calling in and wasting airtime cause they drop the call,and they say that the cupboards fell due to wear and tear,but we only bought the property one year now,and than they say according to the assessor the property was bought with cupboards falling down,yet I have proof of the cupboards being in perfectly good condition,until it fell and we don't know why,this company is full of excuses,their consultants are ***********,they don't follow up with their clients you have to follow up yourself and when you do get through they drop the call,if this is not resolved I am taking them up with the ombudsman for treating customers unfairly.