Bad service and customer etiquette

I have been a client with Outsurance for the past 14 years. I have a home and home contents policy with them. for the first time I made a claim on the 14 December 2020, They gave me an advisor named Kylle Raman, who told me to get quotes from contractors as we had a problem with rain/hail storm damage to the house. They gave me the run around regarding this claim, as I spoke to one advisor after another and one manager after another. eventually, after the run around and submission of various quotes they insisted on bringing in their own assessor on 06 January 2021. At this time, this specific assessor made me aware he was working throughout the entire festive season meaning i was merely being taken for a ride by my insurer. then they went silent again, i followed the claim up again and went through a series of managers again, who finally told me that my claim was invalid, and they will only do me a favor by paying out something because I'm a loyal client. the offer is ridiculous and does not even cover a quarter of what it costs to fix the damage.

I am appalled at the service of Outsurance and how they treated me, as one of their most loyal clients, they should not even make me feel as if they are doing me a favor because I am a paying client. However they will lose me as a client. To this date the claim has not been resolved and it has already been a month.