Painting a bad picture

recently i convinced my brother to join the outsurance family which he did and was happy with t he service and the policy. A few months down the line his freezer ends up breaking and according to him before they even sent out the consultant to check they've already decided it wear and tear , now he is left without a freezer and nowhere to put the meats for the holiday ahead.

So in sort the consultant came and collected the freezer and the damage report came back as wear and tear now my question is what is the point in having insurance if thats the excuse constantly , or should one rather wait for something else to happen before you adhere to actually helping out the clients . His not very happy with Outsurance and to say the same Im not impressed either.

My request is please fix this cause you are going to loose this client which in future will never recommend your service to anyone