OUTSURANCE... Where you always get SOMETHING out... sometimes even some bullsh*t

We had a theft at our premises in Melkbosstrand on the 19th of June. We were having a braai with some of our friends and with the in and out, we missed that the gate and door was left open in our bedroom which has access to the main gravel road coming into the farm that we live on. When realising it was open (around 9:30 the evening) we saw that items were taken from our bedroom. I did not call authorities to come out as there were no break of entry and I wanted to know from Outsurance what was needed for the claim. My claim was logged in the early hours of Thurday morning (20 June 2019). After speaking to a very friendly call centre advisor, they asked me to make a case at my nearest police station as they would need a case number to proceed. I did so immediately and sent the case number though. An assessor phoned me late on Friday 21 June and made an appointment to come through to see me on Tuesday 25 June. Upon a lengthy interview regarding the happenings of the event, the assessor asked me to open my google location tracker to see if I was where I said I was on the day of the incident, which I happily did. He then asked me to log onto my apple ID (as some of the items that were taken from the room were apple devices) to see if the devices are logged under my profile. At that point I could not remember my password (as the password limitations set by apple is quite strict and you only have to put in that password into the device once - to be honest I have to change that password every time I log into a new device as I can never remember what I have set it as). The assessor did not seem very happy with the fact that I could nor sign in right there, but I notified him that I will ask my partner if he can remember the password then I will send a screenshot as a matter of extreme urgency. After about 2 hours & countless photos taken of the premises (even my washing machine) the assessor left saying to me that after I send the final screenshots through it will take about 5-7 days for the claim to be finalised. It then happened that my partner could also not remember the password (as mentioned the password merit is quite strict with apple) so we took to google to find out how to reset the password without having any of the apple devices. The feedback from apple was, if you do not remember the password or do not have any device you cannot reset the password. I mailed the screenshot of this finding through to the assessor asking if he perhaps have any advice for me on what I should do from here on as I am at my whits end. He then emailed that they might have found a way but he wants to come through to my working place to reset the password. I explained to him that it is a very difficult time (month end in a marketing role is never a quiet time) and if he could please send the steps through via email so that I can follow them and send the screenshots that is required. He did not want to accept this as an option. I was then sort of forced to make time for him to come through to my work place to see how I log into the account. My assessor also did not show up alone, he brought one of his colleagues with. After about 15mins the password was reset (steps which could have been sent to me via email) and both assessors saw the devices loaded on my profile. By that time there were 2 colleagues of mine that needed assistance as well as a client that needed my help so I could not give them any more of my time even if I wanted to. They were very understanding that this is a working environment and thanked me for my time. I said to them that I will send any further documentation through via email which they accepted. My assessor said to me that I will hear by Monday what the outcome is. He then sent me an email late on Friday the 28th asking for the following: *Screenshot of the serial numbers of the devices, *screenshot of proof that both devices are now blocked & *screenshot of proof that I sent the serial numbers to the police station so that the items go into circulation. I sent all the information through to him Monday morning (1 July 2019) and went to the iStore so that they can assist me to block the items. When arriving at the iStore they could not gain access to either of the devices to mark them as locked and they explained to me that if this happens both devices were wiped by whoever took them and there is not much that can be done after that. I recorded the conversation and took a screen grab of my google location tracker proving that I was in fact at the iStore and sent it through to the assessor. Straight after sending the feedback received from the iStore, my assessor phoned me saying that they do not accept the feedback given to me by the iStore, I (the client) should come through to their offices in Bellville (about 40 mins drive from me) so that they can show me how to block the devices. This to me is absolutely ridiculous as I have been sent here, there and everywhere and jumped through hoops to get all the information to the assessor. I have made time for an 2 hour long in depth questioning and had to make time for them to come through to my working environment AND then had to type in confidential details in front of an assessor that was not even appointed to the case. My question is where does it end? Because at this point it seems like Outsurance is stalling and we are not getting anywhere to finalise the claim. WHY CAN'T THEY SEND THE INSTRUCTIONS THROUGH TO ME VIA EMAIL? so that I can follow the instructions in my own time? Why MUST I log in with Outsurance employees looking over my shoulder? And if 2 employees saw the devices lying on my profile with proof of the devices sent through to them AND THE SERIAL NUMBERS SENT TO THE POLICE, why are they still requiring extra time from me? I am sorry but to me this is PATHETIC service. I have been a client of Outsurance for over 3 years and have never claimed for anything.... now on my first claim I have to jump through hoops of fire to get an answer.... I am sorry... but outsurance is very quick to take your money every month and then when the time comes to process claims there are 6 million clauses to go through and "special procedures" and bull****... sorry but this is not on. I then asked to speak to a manager, who also conveniently is out of office for the day... I REFUSE to speak to any assessor from here on out as I have been accommodating to the process, I understand any insurance broker needs to have certain processes in place to combat ********** cases etc, but I am sorry this is now enough. Not one of my friends (who also have insurance with Outsurance) have ever had to go through this amount of back and forth and absolute horror to get any feedback from a claim.