Paying for nothing

We are loyal clients of Outsurance and received already two no claim bonuses. We had a break in our garage on the 18th June 2015 and all small tools were ******. We report this to police and phone claims department of Outsurance. Lizelle Gouws was our consultant who handled the claim. First she lost the case number and phoned again. Case no: 18/6/2015. The same afternoon she contact us to inform us the claim was rejected due to no force was use to get into the garage. We spoke to WO MJ Tsotsotso of Clocolan police station and he informed us that no one contact him from the insurance company as force was used to entered by the window. At that time there was already a person arrested and some of the ****** goods were in his house. He contacted Outsurance to inform them of force that was used. Outsurance still rejected the claim.<br> We are pensioners and feel that we are paying for a service that you get nothing out when needed. We also feel that every case must be handle on merit and not to make us feel if we are the *****'s