Negative attitude by Lamont the assessor

When I called insurance to advise them that I am in a pool of water due to the flood in the house causes by a bath tub which was over flowing because during the day there was no water supply a mistake was made of not closing it properly. It was six in the morning hoping that they might supply extractors because the two bedroom were just over flooded.firstly when I called I was promised that the morning staff would home a cal and to no avail. I had to call again and follow up to put a claim o record about the damaged wooden floor , while talking to the call centre agent I advised her about another incident that had happened some few days prior to this one about flooding in the house but it affected different areas of the house of which I made her aware that's for record purpose I am actually reporting the latest one , in summary I had the guard feel that Outsurance is coming with some excuses when they kept on calling and asking me to repeat my story endlessly as far as I can remember I explained myself to more than seven people, secondly the assessor took their time to respond and Outsurance me we bothered to follow up with them.my apologies I have lost count of number of calls however there was a day the very Lamont told me I am being rude to him while he is trying to assist because actually they do not pay water damage due to mistake or leaving tabs open however he will call me back.Today I get a call from them telling me they will fix the first incident and they are not replacing the laminated floors because they are giving me benefit of the doubt.I made Lamont aware of the fact that I never said I am reporting the first incident I was just placing it on record and what is benefit of the doubt to the one incident and not the other I am still in shock I cannot believe that this is how we are being treated. Today a clause was quoted to me that they do not pay for such damages and honostly** I told him most people don't read fine lines today they are reading fine lines and he was very happy to tell me it's my loss I am staying in a place where 90% of the time there is no water and there's kids in the house how does one control such incidents????