Refusing to authorize a claim

I wouldn't know if the ********** SERVICE from outsurance claims division is normal or not since we are new, so called "clients". We have joined outsurance in January 2022 to insure our fully paid vehicles under essential cover. Last month we purchased a brand new vehicle, which was added to the cover. Unfortunately we were victims of protests which turned out to ********ity in the evening, where this new vehicle was stoned with rocks and bricks, causing damage to the vehicle. My wife and my small kids were in the vehicle at the time and my wife was further ****** of her cellphone and other belongs within the incident. My family was and still is traumatized by the incident, the events of that day are still haunting them to this date. Outsurance has opted to treat us like *********, or even worse than the ********* who attacked my family and the vehicle. A claim was submitted to outsurance on the 7th July, and to date there is no authorization.

First they requested a "no claims bonus letter" from my previous insurer stating that the system requires that information. I found it questionable and it is obvious that it was the beginning of a tactic and mission to look for loopholes to decline the claim. For me this letter should have been requested at the time i joined the insurance, it should be in my file if it is a requirement to process a claim, why is it requested only at the time of a claim? We are told that during the questionnaire, it was asked whether we had an insurance previously, now this letter is to validate that. Why do you not validate at the time of joining the insurance, and only validate now at the time of a claim????? The "no claim bonus letter" was supp**** to outsurance as requested and i have not heard anything from outsurance, the consultant by the name BARNEY NAGEL has gone mute, he does not give any update, he does not respond to my emails anymore. No communication, no response to emails, no updates. MUTE. We are just in the dark. and frustrated.