Outsurance elected builders damage our contents and then Outsurance claims not responsible

Our home was damaged extensively in the Storm that happened on the 9th October with extensive damage caused to our roof, windows, walls, etc. A call was made to OUTsurance on the 9th the very same afternoon to lodge a claim, understanding the intensity of the storm and number of claims that would be flooding in to insurance it was a bumpy road to get the assistance required, yet we understood, we had a project manager assigned to us due to the value of the claim, yet has been a constant challenge, having builders elected by OUTsurance proceed with repairs, having to request them to be removed from site due to the level of work they were delivering etc and the damage they were causing to my property . Our home was habitable after the storm and became inhabitable after the builders proceeded with repairs and still no offer of alternate accommodation was offered. I even sent photos to show how we were living with no response until such time as I requested an onsite meeting with the OUTsurance project manager who had not been to site as explained they rely on their elected builders advise re repairs etc Only when we refused access to our property for the elected builder and a request for a site meeting, did we see an OUTsurance representative. We had to explain our concerns etc, even after the builders had advised they were aware of the sub-standard work delivered, besides all of this frustration etc which has been over a period of 4 weeks, having our house damaged more than what the storm had by not covering our contents whilst pulling down ceilings etc Having complete and utter disregard or respect for our home and property etc. The builders even using our personal bathrooms for the duration they were on site and my children asking what are they smoking that smells funny in my property let alone the *******, loose *****s etc they left lying around my home, having our house become quite a concern in terms of health as the children and us having to battle constantly with the amount of dust, our contents were damaged further by the builders, scratched dented etc furniture was not covered etc I even had open food in my kitchen that was not covered, so all upholstery has dust seeped in that cannot be vacuumed out it requires deep cleaning. The builders were polite enough to offer my domestic worker a dust mask to work with and some financial reward for mopping my floor. Yet once the OUTsurance representative came on site my furniture that was already laden in dust and damaged was suddenly covered and protected by bubble wrap. This was raised and pictures were sent through as proof, only to be told 9 days after escalating the way in which we are living etc and that to be told that OUTsurance is not responsible for the damage caused to our contents or the cleaning etc and that we must now claim from our contents insurer as our contents are not insured with OUTsurance. I fail to understand as to why when there has been damage caused by the OUTsurance elected builder due to negligence and not by the initial claim cause, that we must now face additional excess costs and policy increases and penalties due to a second claim being lodged that was not caused by the storm yet specifically by an OUTsurance elected Builder. The response by OUTsurance is totally unsatisfactory and shows they do not care about customer service or customer satisfaction, It was traumatic enough to have a tornado pass through our home, let alone having to continuously beg for repairs etc to be done to an acceptable level and that items that have been damaged without our control to now be a further stress and burden to us all. I think it is shocking! So much for OUTsurance publicised statements such as “We are committed to giving exceptional service to all our clients” we have chased continuously for feedback and status updates. “Our Journey of Innovation, making insurance easier and more rewarding” by causing further stress to a home and additional financial burden nothing can be further from the truth “ Building and Structure Damage should state “ Causing futher loss or damage during Construction”, OUTsurance states “ We’ll take care of any damage caused to your house or building that was caused by leaking pressurised pipes, acts of nature” they fail to mention they will cause further damage to your contents in the process” Under Key Features “ Hand-picked service providers” that admit to the client their work was sub-standard but that they will ensure it gets sorted!!!!!

Complete disappointment in an already stressful time.