Horrible treatment by a claims advisor

I had my car ****** and when I phoned Outsurance the advisor Katlego Sibanyoni, made me feel so bad as if I was a ********. When I told him what had happened he immediately advised me that I was not covered when I know that I am. He made me feel less than human. I feel that my insurance company should have been supportive in my time of crisis as I was shaken up and very stressed. I am a good customer and have not had a claim in many years. I know that my case should have to go before a panel and Katlego had no right in leading me to believe that my claim would be rejected, I did seek legal advice and will go to the ombutsman if I have to. Katlego then went on to interrogate me about my last car service as well as my wife and her car which had no bearing on the theft of my vehicle.