A downhill spiral - not recommended insurer

It is regrettable that I am experiencing dismal service from Outsurance, considering that I am a policy holder for a number of years and have previously only had exceptional service.

On 28 May, water from my bathroom was noticed on the walls and floor of my home. Seeing as I have had this issue twice before, and Outsurance handled it well on both occasions, I am fami**** with the process that needs to follow. Seeing as it was a Saturday, I could not lodge a claim immediately (but recorded the incident on the app). However, on Monday, I was contacted by a consultant who noted the details and said that I would be contacted again to confirm whether this incident could be lodged under the previous claim seeing as it is in the same location.

Nothing has been satisfactory after that. Management team took almost a week (Friday, 3 June) to confirm if the claim would be authorised. The leak detection company, Leak Tech, could not conclusively locate the leak. 8 June, I am yet to receive further assessment or repair.

Every day, I have to call Outsurance for updates because no one provides feedback. There has been no single consultant allocated to this claim, so I always need to explain and discuss with someone new each time I call. There has been no communication, and it does appear as though I am being ignored or avoided because I am always told that someone will call back later.

This is truly disappointing, as it is not the level of service I have come to admire and enjoy with Outsurance. It is unfortunate that I would now need to consider shopping for alternative insurance, because I would also be left with a surging water bill and probably resultant damages that could easily have been avoided had Outsurance dealt with the claim appropriately.

Update 22 July: It is almost 2 months now and my claim is still being terribly mismanaged.

I am constantly calling Outsurance for information, getting the runaround being told that the person in charge of handling my claim is either on another call or will call back later, and days later I have to call again because my calls are never returned. The consultants lie to different members of the family when they call, saying they have communicated information to another member when they haven't.

I cannot express the level of disappointment I have, it really is not what I have come to expect.