Exceptionally poor service received

<p>In 2015 I had a claim for cupboard damages due to water. Investigations revealed that a burst pipe was the cause, this was repaired only in Sept 2016 due to multiple delays, Outsurance never followed up when saying that they would. Surely just doing what you say you are going to do isn't that difficult. New kitchen cupboards were installed, come 2 months later I noticed mould on the back of the newly installed cupboard, I then called and 4 leak detection events and a ton of phone calls later, Outsurance wants me to pay for the cupboards because they misdiagnosed the problem which is apparently now due to rising damp. A claim for water damages is a claim, it should at the time have been diagnosed properly and the correct advice given. I have paid my excess for the claim only to have to now be told that the cupboards which are water logged are not going to be replaced. I have given Outsurance many opportuinities to rectify the issue. There have been escalations and I have personally spent about 16 hours on the phone explaining the situation to multiple consultants/team leaders and managers. Surely expecting to get some level of service shouldn't be the exception. </p>