Disappointing Claim Experience

On the 22nd of January 2018 we fell victim to the crowbar gang who burgled our home. I called Outsurance on the 23rd of January to submit the claim as my fiancé is abroad and I , of course, have to handle the situation. I got through to the agent,Thato Olifant,who initiated the claim process. I explained the situation but the way this agent spoke and is still handling the query, is disheartening to say the least. There is absolutely no empathy or ease of communication, with an undertone of annoyance. Thato doesn't have courteousy and pleases and thank you's seem a grave effort. I sent an email containing additional info after speaking with my fiancé and had to repeat the same info telephonically as if the email was not even read. From the tone of the conversation it's an inconvenience to help me because, as I've mentioned on my call, it was the first time I needed to submit a claim. Consider for a moment that people actually experience trauma when they have to submit claims yet you met with abrupt and unkind-sounding staff. I called today wanting to speak to a manager as I would like my claim given to someone else and Saeeda answered. This person also simply said 'Your claim number?'...no please and once again, no empathy. I was given a complaints number which does not exist and I now have little confidence in how this is going to be dealt with. I have no issues with Outsurance itself, however, the staff are not friendly and don't make you feel at ease and I sincerely hope that this will be addressed as there is absolutely no reason to have no courtesy or general kindness when dealing with paying customers.

Utterly disappointing.