OUTsurance app fails, then OUTsurance washes their hands of the issue

I used the OUTsurance app to book a service provider to come to fix a dangerous situation with a carport at my home on the brink of collapse (huge metal roof with concrete pillars). This is not a claim, just using the "Home Maintenance Providers" on the OUTsurance app. I was charged upfront R550 for a quote and a provider arrived. Now they have given me no quote, don't answer any communications, and OUTsurance has failed to assist me in any way. They went so far as to tell me that I should claim for this - and I had to explain to the consultant that you can't claim on insurance for something that is GOING to break - this is why I am looking for a service provider to fix things before they collapse. So OUTsurance has sent me to an external platform that they claim no responsibility for, which has charged me using OUTsurance branding, and not provided the URGENT service required. Unbelievably poor service from all parties involved - but ultimately the main failing is on behalf of OUTsurance who link people with failing external platforms (that are branded like OUTsurance) and then wash their hands of the problems.