Outsurance delivers pathetically poor service

I have had the most deplorable experience with Outsurance. This is the first time that I have submitted a geyser claim. It started off well with the adviser Lizelle Gouws registering my claim and appointing plumber. First , the plumber promised that I would be first on their job cards for the day. I paid the exorbitant excess of R2630 to them at 8am on the 1 November 2018. Outsurance plumbers only showed up at 2pm after me telling them of the urgency of the situation. They then did not install the drip tray after their assessor advised us that the original drip tray was damaged and would be replaced. We advised Lizelle on the morning of the 1st November that we would want to take a cash settlement so that we can do the ceiling repairs ourselves. At 10:30 am on the 2 Novemebr I called Lizelle and she transferred me to client care to update my bank details. At that time she had already compiled the cash settlement and was waiting for a manager to authorise, however we found out from our agents at 12pm that a contractor came to the house at 9:45 on the 2 November 2018 and said that they were there to replace the ceiling. My agent did not give them any authorization and they did not contact me once to introduce themselves or tell me their scope of work. Later when I called Outsurance they did not know what was happening. An adviser who was reading the notes on the system said that Lizelle had asked the contractor to only take photos and give a quote. I was not given the contractors number and when I asked my agent to get them to call me , they were so rude and belligerent. They told me to take my problems to Outsurance as they have almost finished the work which they were not authorised to do. When I called Lizelle again she said that the contractor told her that they got authorization from my agent to carry on with the work. This is a blatant lie which my agent is willing to refute. Lizelle then said that she did not know that the contractor did the work but that I must accept it. I advised her that they did not have authorization. I then called Outsurance later this afternoon and asked to speak to a manager. They said that the manager on duty is Tsepiso but that she was busy on a call but would call me back immediately. Sad to say, she never called me back. This is the most pathetic "awesome service" I have ever received. I cannot believe that OUTSURANCE is so apathetic toward their clients and has the nerve to say to me that I have no right to make decisions about my property and I should just accept their *********** staff errors and their rude and dishonest , disrespectful contractors. Think twice before insuring your property with outsurance.