Outsurance go from hero to zero in quick time

Had a geyser claim. Used the Outsurance app on my phone. Last time I had a geyser claim was 2006, with another insurance company, and it was horrible. Said they could come around "next Thursday". It would've been six days in winter with no interest. Paid for it myself. THIS time, however, the app worked brilliantly. The appointed plumber arrived in the afternoon, checked what was going on and said he would be back next day. Which he was. Big complications becasue of old house and previous owner's dumb placement of trapdoor to roof. They made a spot for new trap door. 2 guys managed to get one new geyser up there and bring down 2 failed geysers -- one of which looked like it had been left up there since the 80s. Plumber takes pics of the ceiling sends it to Outsurance and next thing the people are here to check on repairing ceiling board damage -- also covered. Institute of Plumbers sends inspect to check. He note three small things and guys come back to correct. THEN THIS HAPPENS: Some person from outbound OUtsurance call centre calls on a very bad connection. Says Claims Dept told him to call me to see about increasing geyser coverage. Okay, makes sense. What value should I put on it for insurance purposes. Dunno, they say, it's for you to decide. What do mean? I'm not a plumber or an insurance expert. What is the average geyser claim in the past year? Can't say, don't know. Then where do you expect me to suck a number from? You mean to tell me that a company that spends over R1-BILLION a year on advertising cannot find a single person who can use Excel to paste in all the geyser claims and give me the mean, media, lowest and highest geyser claims in the past year?? I'll tell Claims Department what you said. SO. That was a month ago. Not a word from Outsurance. So an experience that started out as five stars is now one star on here, but zero stars if there was such an option.