OUTsurance Pathetic Unprofessional Service.

My Aircon stopped working after heavy rain 2 weeks ago. I registered a claim with OUTsurance. They sent out a service provider and assessor by the name of Emmanuel. The service provider said it was caused by a surge. So my question to him was how did he come to that conclusion and he responded by saying that OUTsurance doesn’t cover XYZ and so he assumes it’s a surge. The assessor came and spoke to the Service provider and said he will go speak to his manager. I then contacted him and asked him how does the Servicer provider come to that conclusion without a proper assessment. He then contacts me days later saying the service provider will come back on Monday the 23rd February to do further tests to check if it is infact damage caused by a surge. It’s now going for the 25th of February and still no service provider and I haven’t heard from Emmanuel. Is this the pathetic and unprofessional service that hard working individuals like myself pay religiously for???