Poor Servide

On the 24th of April I put the claim with Outsurance after the Durban floods that happened on the 21-22 April. The claim was about the roof leak at home as I have the building cover I believe I was going to receive the help I was looking for. The advisor by the name of Lechaan Periah assisted to process the claim. On the 25th April I was advised that Westfield General Contractors was the appointed contractor to do the repairs. The contractor contacted me and promised to come and do evaluation on the damages. On the 3rd of May I send 1 to Outsurance which they phoned and I enquire about the contractor that hasn't come to do assessment. after communicating with Outsurance the contractor phoned and made arrangement to come. They went inside the ceiling took pictures and ask for other pictures from my daughter which she share the pictures of water damage on the roof and ceiling. They disappeared again till I send another call request to Outsurance on the 9th of May they phoned I enquire about the contractor, again they contacted the contactor and the contractor phoned and make arrangement to come and do repairs at home. On the 10th of May the contractor came to do repairs, but to my surprise they came to change the ceiling panel that was damaged by water not the roof. We didn't agree on the work to be done and I requested the contractor to leave till I clarify the approved claim on what it initially covers. On Monday the 13 of May I spoke to Lechaan to get clarification of the claim which was cost and the work to be done. He explain the same like the contractor but my argument with him was +-R5,000 claim approved for one panel of ceiling and yet the root cause of the water damage won't be fixed by insurance. The advisor didn't say anything to me about the roof repairs at my own cost when I was putting the claim. I have this insurance for almost 12 years. On our communication he advised that he will contact the contractor to check if they bought the material as I requested to cancel the claim as it was not fixing my problem. Till today I am waiting for the call back to confirm my cancellation or to get my problem fixed. This is very disappointing and frustrating. Also each time the contractor phoned they were asking about the access amount if its available or ready if they come to do work. There was no interest shown on the work to be done. Even when they arrived at home first thing they asked was the money if it was available.