Multiple Errors on policy and obnoxious agent

Until recently I have deemed Outsurance to be excellent. All claims I have ever submitted were paid out promptly and relatively seamlessly. Call centre always excellent, to the point where I have recommended many people to Outsurance and left a review here singing their praises.

My sorry story: We recently purchased a new house, Outsurance added it to my policy and all went relatively ok, with a few hiccoughs, but moved on. We were then forced by the bank to change the policy into a new one in my daughter's name as she's the bond holder of said property. The problems started here. Bottom line was that new policy was issued to her. We thought all was up and sorted out, then last Friday I phoned outsurance as the transfer of the house has been delayed indefinitely and the start date of the cover had to be moved, so was essentially cancelling the insurance until we had clear clarity when transfer will happen (it could take months), It was during this call that I discovered that the house was still on my policy as well as my daughter's (also with outsurance the cancellation and new policy were done during the same call). It was then that the games began and I encountered one of the most obnoxious agents, Sohail(?), I have ever had the displeasure of working with. He just couldn't accept that I was cancelling it. I explained the situation and then he put me on hold for some or other reason. I was on hold for a long time, in total my call was almost half an hour. I then discovered that he put me on hold to phone my daughter to fact check me. I've been a client of theirs for many many years. It was rude and insulting, to keep me on hold to make another phone call "behind my back" is outrageous. When he got back to me he once again over explained how insurance works after going through this a few times already, trying to convince me to rethink. This after knowing full well that the house is insured on a separate policy as well. Someone overhearing the conversation said "he's like poo on your shoe, just can't shake him off". He reluctantly removed the house from my policy and said that my daughter must phone in seperately to deal with the matter, which was fine. I declined a call from Outsurance the next morning knowing it would be the aforementioned. And then I called the call centre to verify that my policy was amended. It was during this phone call that I learned that the house (now insured in my daughter's name) not only had the wrong address, it had the wrong town!!!

I was shaken and tried to get a complaints department to escalate this mess. I was told there is no complaints department and they put me through to someone else. He listened patiently and then told me that he would escalate the matter and the manager of the department would listen to the calls and revert. This was Monday morning. It's Friday now. I have yet to hear from anyone.

I phoned again an hour and a half later to vent, and this time was hardly listened to and bluntly told there is no complaints dept and I must explain everything .... again. I'm not proud to say that I lost it at this point. So. What to do? Leave Outsurance after all these years of highly recommended service, or stick it out and see if this bad patch goes away? Problem is that one individual doesn't represent a company's efficiency, but 4 separate call centre agents messed up. Is Outsurance going backwards? Why? Do we jump ship now and regret not doing so when needing to make a claim and similar errors and incompetence occur when I need them? The problem being that I was so happy with them for all these years. I decided not to do anything until after I hear back following the promised escalation. Nope, nada, niks, sweet blow all, so I've started shopping around for recommendations and getting quotes. Just dreading how much trouble it's going to be to get the poo off my shoe when cancelling all? Let's hope it doesn't get to that, following this review, somebody cares enough to contact me to explain what's going on.

So so disappointed that this is the only way I can get Outsurance's attention, if indeed I get any response whatsoever.