Issues with Claims - would not recommend

I have been a customer with Outsurance for the past 14 years.... after maybe putting through 5 claims in those 14 years... 2 weeks ago I put a claim in as my one bedroom wall connected to the bathroom started to peel and the flooring and skirtings started to show water damage.... Outsurance has declined my claim as its a waste gate within the wall something that is completely out of my control and I can't even see it.... I have never had issue before but this is now the second claim in 6 months that I am having issues with... also the lady dealing with my claim is unfortunately not interested in listening to my issue and just wants to close the claim from her side... I now will have to rethink if I should be staying with Outsurance and/or maybe move my 2 cars and my house to another insurance company as if this is how you treat people that have been with you for 14 years I feel sorry for people just about to join Outsurance... I would personally not recommend Outsurance going forward.