Outsurance does not care for peoples belongings

I contacted 12/10/2015 regarding possible lighting damage to my Fridge and stove. K Moeketsi from the call centre attended to my call and advised that a service provider will call me. The service contacted me and told me that they will come through during the day on Monday (12/10). I was not told that the appliances would be taken away and only returned after being examined. The service provide came through and removed the goods without my authority, but said that Outsurance should have explained. On the same day I got a call from HiFi Corporation regarding replacement goods and quotes. On Wednesday I received a call from Outsurance K Moeketsi who advised that they have repudiated the claim. I said if that's how you feel, please send the appliances that same morning so that I can get someone who is on standby to assist, should they not be able to. The service provider called and advised that it is too late. He advised that he gave Outsurance the report on Tuesday and they should have instructed him to deliver the appliances the same day