1st time client, not happy at all

I took out a Building insurance with OUTsurance because my bank wanted me to take them, BIG mistake, they are not as good as everyone makes of them, I tried claiming for something small, my shower started leaking and my house started smelling because of the water going under my Carpets, I called OUTsurance very quick to assist and getting provider to help. they came out to my house checked everything and never heard from them or OUTsurance again. Emailed the Claims consultant just said they have not receive anything from the provider they will let me know. after a week called in again still not received anything. is it not your responsibility to make sure a claim is finalized. I cancelled the claim waiting almost a month and I'm busy fixing it myself month to month. I'm so glad I've got nothing else insured with them.