Outsurance declines to fix my home.

I am with outsurance across the board. Car, home and business insurance. And unfortunately I live in Durban, people from Durban will understand.

Most of us are still suffering the effects of the previous flooding (2022). I've noticed that my house has an obscene amount of cracking as result of the forementioned flooding. I lodged a claim online, they called and promised to send an assessor in a few days. I recieved their call on a Friday and the assessor was supposed to show up on Tuesday. They didn't show up for 2 weeks.

When they eventually did, they assessed my home and left. A couple of days after that, I recieved a call from one of Outsurance advisor notifying me that my claim was rejected and eventually sent that in writing.

What I don't understand now is that does the house has to crumble on top of my family for Outsurance to do something. Isn't the reason we take insurance so that we can prevent the type of things from happening