Bad service, biased technician and bullying tectics from Outsurance

I have been insured with Outsurance since 2007. I Bought an ECG/Spirometry machine in 2010 and this machine has been insured with them since then. I took machinery breakdown for this machine in 2016 because I was told this covers mechanical and electronic damage. In May this year my machine was not working and I called the technicians that Outsurance uses to fix the machine. The reason I used these technicians was because I did not want any delays in processing my claim in case I had to claim.

The technician came and said he was not sure what was wrong with the machine but suspected power surge. I then asked him to write a report so I can claim from Outsurance. He said I must register a claim and ask Outsurance to ask him for a damage report. I reported a claim then the assessor said she will ask the technician for the damage report. The following day I received a call from a different assessor and he said he had taken over my claim. He did not explain why he was handling the claim all of a sudden and not the lady who I spoke to before but my suspicion was that it was because the machine was expensive. He then said he was going to send me some forms to fill. When I received these forms it seems like it was questions you would be asked when you take over insurance ( underwriting questions). I then called him to asked why did I had to fill such a form, he said its usually used in a case of theft then I was even more confused because my machine was not ******. He then said I should not worry because it won't be necessary because the damage report said the machine was not working due to wear and tear which they don't cover. I was now very surprised because the technician had told me it was power surge.

I told Outsurance about this and raised my concern that because these guys get business from them they would rather make them happy by making sure that claims are declined. I then told them I needed a second opinion because I was not happy with the report they were basing their decision on. The assessor then said if I get a second report it would have to be from the manufacturer, I questioned this because the report they were basing their decision on was not from the manufacturer. He then said its fine I can get one from a reputable company. I was struggling to get a company to do a damage report so i called Outsurance and asked if they had another company they use and I was told they don't have another company. I asked if this would not cause bias in reports and the lady said she will bring it up with management.

I then found a company willing to assist and I sent Outsurance a report . They requested a comprehensive report with pictures. I sent them the comprehensive report. The report said it was electronic damage as a result of power surge. I was called by a third assessor saying management was going to call me to discuss their decision. I was then called by a lady who said she was from management . The reason for her call was to inform me they are standing with the first report because the technician they use called the technician who wrote the second report to ask how did he conclude on electronic damage as a result of power surge and the technician said I told him to write a report because I wanted to get a new machine from the insurance and they have this recorded.

I was shocked and said this is not the case, I had told the technician I needed a damage report because Outsurance was asking for it. The reason he had not taken the machine to the workshop when he wrote the first report was because he knew the machine well and knew what was the problem based on what I told him and also knew the insurance would ask for a detailed report which he would then take machine to workshop to provide. The lady said they cannot use the second report because of what the technician told their technician about me asking for a report because I wanted a new machine. According to them the second damage report is disqualified. I then asked the technician who gave me a second damage report about what the lady from Outsurance said, he said he never said that. I sent Outsurance an email requesting the recording they said they have. I have not received a response from them and its been more than a week. My problem with this whole experience is that when you take cover from an insurance you expect them to keep their end of the deal. My machine is covered for machinery breakdown and when it breaks I expect the insurance to fix or replace it which is what I had been paying cover for instead of playing trics.