Claim not paid - Very disappointed with Outsurance

I am very dissapointed with Outsuance. I logged a claim for spoilt/rotten food in my deep freeze and fridge due to a power outage in our area for three days and with the heatwave the freezer and fridge defrosted at a rapid pace. I was contaced on Monday 12 February 2024 by a claims advisor and I had to tell him what the contents was that went rotten which was my entire deep freeze and a lot of my fridge content. I was advised that some checks needs to be done and he would contact me by close of business on Monday. I was not contacted by him by close of business Monday and called him on Tuesday at which point I was informed that my claim will not be paid as the bonus benefits is only for clients who have been with Outsurance more than a year and as I have only been a client for 7 months they cannot pay the claim. I was with Discovery insurance before moving to Outsurance as the monthly premium was less. If I knew at that time that this incident was going happen I would not have moved my insurance as I never had issues with Discovery. I have now seen the following on my policy: Spoiling of contents of a fridge or freezer, this bonus benefit will only apply should the spoilage of contents be as a result of and in addition to a valid power surge damage claim for the fridge or freezer. What I understand of this statement is that the claim for spoilt/rotten food will only be paid if you also claim for damage to your fridge or freezer and in my case the fridge/freezer was not damaged, so even if I had my policy for more than a year they porbably still would not have paid my claim. Dont believe Outsurance when they say "You always get something out" because I got nothing from them. The claims consultant should have checked how old the policy was before taking all the details of the spoilt contents of my fridge/freezer and should have advised me that this benefit would not apply to me due to the age of the policy. So I am now in a situation where I have an entire empty freezer and have to now wait till month end when I have funds to buy meat and vegetables and live on bread till then as I just like many fellow South Africans dont have money trees growing in our yards to replace spoilt food in the middle of the month. I have asked my broker to get an insurance quote with Discovery and even if I have to pay abit more at Discovery I will consider moving my insurance back to them as the client service is great and I never once had an issue with claims. The small saving I get from Outsurance is not worth the headache and if I ever need to submit a claim in the future with Outsurance they will probably find a reason not to pay the claim.