Claim rejected - roof collapsed

It is with such sadness that I am writing this complaint after my family and I have been left in the cold as a result of the roof that collapsed at home. The owner of the house, my mother, is a 67 year older pensioner, who has cover with Outsurance and was told that there is no waiting period for the building insurance cover at the time she reinstated it.<br> On the 22nd of June, the roof at home collapsed in the living and dining area, and we soon reported this to Outsurance. 2 weeks later, we have been told that they are not going to assist us as the cause of the incident was due to rotting timber, which is not covered for on their building insurance.<br> <br> The least they could have said is that we should fix the entire roof of the house, and then they assist with the rest of the damage.<br> They have even debited this month's premium, and yet they don't want to assist us. Is this the same company that prides themselves in keeping their clients happy? I am not happy with the treatment that we have received from Outsurance, and as a result, I am going to discourage people to take cover with them or even cancel their existing cover/s, based on my experience with the company.<br>