Abhorrent treatment by Outsurance assesor

Our neighbour whom is insured by outsurance had tiles and a heavy gutter ripped from their room during recent gale force winds in Durban. The tiles and gutter caused resultant damage to our roof as they landed on our roof. Our neighbor said not to worry their insurance would cover the damage. A Mr Ryno Esterhuizen an outsurance assessor arived and to peruse the damage. He was extremely rude to my wife and said that outsurance would not repair the damage caused to our roof even though it was caused by the neighbors tiles and gutter been flung onto our roof. I was not at home and my wife whom is a pensioner told Mr Esterhuizen that it was resultant damage caused by an outsurance clients roof tiles and heavy gutter. Mr Esterhuizen told my wife that outsurance would not cover the damage and the cost to repair our roof had to be borne by us. Mr Esterhuizen was extremely rude to my wife and I cannot believe that a company would have such a person in their employ. Outsurance always promotes a positive image in their adverts but believe you me it is just lip service. Our neighbor is also going to be out of pocket as even they have insurance through outsurance, outsurance refuses to cover their resultant damage thus they will have to pay for the damage caused to our roof from their own pockets. I am totally disgusted by the attitude of an outsurance representative.