Dissapointed in Outsurance service backup even if my payments is up to date and vehicles actually in an excellent cared for condition.

I am a client over 10 years with Outsurance. Over the years they have been taking care of my only a few claims over the years woithout any hassle. Now I have submitted a claim for my caravan that has got internal damage due to hitting a very big pothole out on our camping trip. This is not a mechanical claim but they insist on a service record. The vehicle was not involved in a accident, failed brakes or anything of the sort. Now they will not assist to even look at assisting with the repair claim. I am totally dissapointed in Outsurance for accepting my monthly installment on the caravan and now that we need assistance for accidental repairs, they will not assist wothout a service record. What will happen when I have got a claim on my paid in full towing vehicle if another vehicle get involved in an accident with my towing vehicle? They did not even make an attempt to come inspect the vehicle before declining the claim.