Sub-par client experience, yet again, with Outsurance

As has been my past experience, with roadside assistance or claims, although Outsurance staff are generally well-meaning, the process invariably is not a smooth one - and so it is again. We had a lightning strike this past Monday afternoon. Melted wires on our electric fence, damaged the wiring in our cottage, damaged the inverter, and a few other odd and sods. So, I logged a claim via the app and then get a call from Michael Sibiya the next morning, whose first question is "So what happened?". I respond with annoyance because I am stressing about the damage and have just wasted my time documenting everything via the app only to be asked what I have already shared with Outsurance. This has been a regular experience with Outsurance staff - no active listening (or in this case reading), just regurgitating the script. The right way for Michael to start the call would have been: "I've read what happened and am really sorry to hear that. Please allow me to confirm that we have all the details we require so that I can assist you to get this sorted as quickly as possible" (or something like that) - a bit of empathy, acknowledging that I have already provided them with a whole lot of information, explaining the next steps. Of course, Michael takes offense, and his demeanor turns defensive. Where's the training on how to deal with an irate customer? So, we stumble long. The first company he appoints to come and do the assessment (with a 4-hour SLA) messages me that they are busy and can I accommodate them tomorrow! I report this to Michael, who appoints someone else. I impress on Michael that whoever he sends must know their way around inverters - he assures me all their electrical contractors do. The 2nd crowd arrive as promised, and try and figure out what;'s happening with the electrical system in the cottage that keeps on tripping. They clearly don't know much about inverters, and I've already had my electric fence guy do repairs the previous night due to the security risk, so that's pretty much all they did. They submit the report only the next day (so another delay) and Outsurance finally approve the fix, which was effected yesterday (3 days after the lightning strike). No word about the inverter, which is now down for 4 days already. And so it continues. Michael has become less and less responsive to my call-back requests.