Claim rejected due to uns****ed assessor

<p>I had a burst pipe in my bathroom in this process the whole water from the bathroom into my kids room, down to the kitchen and the lounge. I was still at work at the time, but the kids and the helper was at home. They didn’t know what to do but tried using towels to stop the water. When my husband got home he phoned me to let me know. I immediately phoned Outsurance on a Friday 9 Sep after 4. They told me that the Building insurance claim line is busy and that they will phone me back. I waited and then decided to get a plumber on my own to sort it out. Outsurance then contacted me on Saturday after 9 !!!!??? They sent out a Company by the name of Phuthanang Ma Africa PLUMBING Services. I asked the driver if they a plumbing company which he said yes. I asked if they specializes in tiles which they told me that Outsurance will send out the tiler. Before the guys did the assessment we told them that the pipe was already fixed. They started doing inspection. But we then saw them checking out the damages. Then we showed them cracked tiles and the steam marks in the bathroom but we told them that this was not due to the pipe bursts. We also showed them the ceiling in my daughters’ room which is in the corner and this was due to the roof tiles that the previous builders did not fix properly but we managed to fix it ourselves. But the water did not touch that area. We showed him the parts of the pipe we replaced and the broken ones. The driver of the vehicle was very arrogant as he firstly came with a camera which battery was flat. The other guys were looking and feeling the tiles. My husband showed them that the tiles are loose. The other two guys agreed. But never the less I still asked these guys if they are tilers and they told me they are not, the insurance company will send them out. Firstly I was puzzled with that. Then after that when my husband showed them the areas, the driver shook his head the whole time thinking that we are bull****ting them. He took pictures of what he wanted to .Even the wood of my cupboard in the kitchen is swollen due to the water. Today Thursday 15th Sep. Outsurance reads us the report of the things we pointed out of the same things we told them before the assessment. Yes my house is not perfect. I have cracked tiles. Yes I have spots on my bathroom wall due to the steam. Yes it was not caused by the broken pipe. No, the tiles are not loose due to poor maintenance and due to previous damages. My bathroom sits on the opposite side of the kids room where the previous builders messed up the roof tiles. So what does my loose floor tiles that is in the front of the room.</p> <p>I have asked Outsurance to send out another company. When I was contacted on Wednesday I have asked the consultant about the company as they were a plumbing company. She assured me that they specialize in these things. I went onto the website and no where am I convince they specialize in tiling as it does not show. The claim adviser told me that they cannot send another company. I now will go out and get a company which specializes in plumbing and tiling. I will send Outsurance the report before going to the Ombutsman. I have had this insurance for 9 years and this is what I get. All I can say is that this Phuthang company is either spiteful cause we didn’t use their service for the repair of the pipe. Or they not s****ed at all. </p>