Outsurance (sic) claim rejections

I have a policy with OUTsurance as a family member, we had flood damage in the South Coast about 2 months ago. All our outside precast walls where washed away and there was damage to our house, one room flooded, we bought the house a year ago, and OUTsurance said because we don't have an engineering document approving the walls and the retainer walls they cannot pay for the full damage, and we got paid 25 000 out of 160000-rand damage. We also claimed for the flooded room damage, that was paid, there is not one house in our whole area that has an engineering document for their walls, and many insured through OUTsurance, and they did not have the damage we had, more than 6 tons of water hit us, no wall can sustain that force, does not matter an engineering approval document or not? the worst is that I am out of pocket with 67000 rand that is what it cost me to rebuild the walls. The worst now is that when the floods happened, our geyser was damaged and the pipes in the walls started leaking, OUTsurance paid the claim, the plumber made a mess, and now there are more leaks, the plumber was appointed by OUTsurance. I tried to register another claim for the leaks and damaged walls, and this claim is rejected, why? It so happens that it is the claim that was paid for the plumber that has now made it worse, and they need to fix their mess, but the claim is rejected? Where is the logic in that?Trying to get hold of someone to assist you is not possible, always say they will leave a message, and you never hear from them. Never believe the nice OUTsurance adverts, just there to get your money, but the day you claim, watch out!