Outsurance disappoints: Claim declined with no supporting information to client

My car was broken into, the front left window broken and the radio ******. Outsurance climbed in and got my radio and glass sorted. BUT, when the glass was replaced, I see that the window can no longer closes, and I asked Outsurance to have it sorted, all the while rationally expecting the repair as it was working fine before the break in.

My request was declined stating "the mechanism was either damaged prior or subjected to wear and tear.". I naturally asked for more detail and information to support this decision, as in my mind everything was working 100% before the incident.

Information to support this decision has not been forthcoming, and today the manager at claims "in attempt to help give me peace of mind" provided some options: 1. Go get an independent assessment done at my cost, and send the report to Outsurance. 2. Take the car back to the panelbeater, and ask them to provide a detailed assessment supporting their view that the window mechanism issue is not related to the break in.

Option 1 makes no sense at this stage and Outsurance should be ashamed of even making such a suggestion without THEM providing a more detailed report supporting their decision.

Option 2 while very doable, I can't understand why such would even be required. Surely the panelbeater is expected to provide a detailed assessment to support his views!!

And don't get me wrong, I am not disgruntled because my claim was declined. I am frustrated that no one has taken the time to talk with me and help me understand How the decision was arrived at, and What proper supporting information was used to derive their decision to decline.

Just telling me that the it was declined because "Both the assessor and service provider advised that the broken glass on the window is not fitting with the damages of the mechanism" is not clear enough. What is it that they see, that I am not?

And then to give me those options, making it my accountability to get more information,...really Outsurance!

What ever happen to that right winged customer centric company!

I requested another call back in an attempt to get the clarity. Let's see what happens.