Insurance Claim

There is a saying that, the insurance is good until you have to claim. That is concerning for me because I have my cars insured with them.

We put in a claim for the house, a portion of ceiling in the lounge fell off and we are now told we must tell them how the ceiling fell. I didn't know that I am supposed to be in the lounge when the ceiling falls, how am I supposed to know that in 40 years one day the ceiling will fall. The house had the ceiling for more than 40 years and we never had a problem before, I never knew that it will one day fall. The service the insurance is providing is concerning for me. How do I continue insuring my assets with Outsurance.