Do not fall for the lies from Outsurance, they don't pay out claims

We bought a house May 2024 and this year January we had severe storms. It rained extremely hard for two days in a row. This caused the bedroom in the house to flood, but not through the ceiling or door, but through the walls and floor, the water were seeping through and 12.00 that night we woke up with the bedroom floor completely flooded. All our furniture, loose carpets, tables, dog beds, curtains were all soaked. I got in touch with my broker, forwarded him all the videos and the claims department phoned my at 8 that morning. They got all the info from me and arranged with the assessor to come out to inspect. He came out and actually told us to throw out all the dog beds and carpets and that the furniture would be sent somewhere to be repaired. Luckily we didn't listen, because a few days later after we had to follow up, we got a letter that the claim was rejected The letter stated: Cause of damage/ Loss not insured - the cause of the loss or damage to the item for which you submitted a claim is not covered in terms of the facility.

I have asked them to give me more details on what this means, as I was under the impression that the Policy we have with them covered all our home content and that we were covered for damages and floods. Or should I say this is what our broker made us believe. After realizing that I am fighting a losing battle with them I asked for the policy to be cancelled with immediate effect. My concerns were if they are not prepared to pay out a small claim like this, they will most definitely find a way out of bigger claims. They did cancel and I got a apology from the broker. This is crazy and scary and I will never use outsurance or trust them again. This is not even about "reading the fine print" There is no fine print!!!!