Outsurance - We dont cover wear and tear after telling me they do

I took out building insurance on 2 properties and spoke to 2 different agents, I explained a specific issue and both of them told me I will be covered so I took out cover. I submitted a claim for storm damage on Mon, told them that we had a storm last week and when we woke up there was a large pool of water inside my unit and also seeped into the downstairs unit. Anyway, I go through to Siphosethu in the building department who instead of dealing with this asks me about my history and then says I may be paying the incorrect premium, meaning I should be paying a higher premium. Are you more interested in me paying a higher premium than helping me out?So an assessor comes through now, puts his recorder on, takes pics and then says this complex is old (20 years is quite old) and this is gradual wear and tear of the door, Outsurance will absolutely not coved this. What??! When I took out cover, I asked about this specific problem and I was told that it will be covered should water come in again. I cant believe this, I called in to question this, I spent 15 mins on a call with no luck of getting to speak to a supervisor. I called in yesterday as well and was told a supervisor will call me back, nothing. I absolutely expect outsurance to call me back Only because of this post. Why are you guys selling false promises? You guys are a big company, is this the service you give the little people?