My journey with OUTsurance, i had experienced more of a bad service and a less of good service

I have put a claim in 2021 when Klerksdorp was hit by a hailstorm and my house was affected. I had a roof leakage; were by my ceiling and carpets were affected. The insurance sent assessors to come and see the damage but to my surprise i received a call after few days from the insurance informing me that they cannot fix my roof as i did not maintain it properly and that it was caused the leakage. And the carpets and ceiling were also not fixed. I was so disappointed and hurt by this. I made calls several times trying to understand why our insurance cannot help us in this time of need. Until i kept quiet. I started making calls every year, anytime just to get clarity because i was not satisfied by the outcome and how OUTsurance dealt with this claim. I spoke to several consultants who always tells me my case is an old matter and will not be assisted. Then until last year i tried to reach out again and finally i got some help from the black guy i mentioned on my message. He listened and tried to engage his superiors, and he managed to resolve this matter. Thats when he referred me to Carl and i was paid to fix the ceiling. So, i got worried because and in my mind i was asking myself that what if i didn't try so many times to reach out, does that mean i could have lost my money because it's so funny how things turned out. The other thing that bothers me is that whenever a log a small claim e.g. Gate motor not working OUTsurance is quick to help but with bigger claims i get rejected. So I'm thinking they are paying this assessor to write a false report so that i may not get assistance. I used to love OUTsurance but lately aaaai to me they are ****** who only cares about sucking our money by collecting premiums and grow their business but don't care about offering best customer service.