unsympathetic, unhelpful, disappointing

<p>My mom, brother and i have been clients of outsurance for years and happy were we until my mom's current claim. to note, we are not regular claimants and this being my mom's first household contents claim EVER In 35years with any insurance company. We had a freak flooding in our new home that has left my mom, a stage4 cancer patient in a disarray. After reporting the claim to outsurance, assessors were diligently sent to our home. A few days later, real damage duly attributed to water started showing up and my mom had to re-call a new assessment which I believe is fully in her right and not her fault. On the assessment, she noted omissions and missclassifications Raising doubts of the quality of assessors provided...for example a keyboard being classed as a heater? A high end industrial mod mixer with intended replacement of an entry level model? A solid antique wooden wardrobe set with a ridiculous replacement value? A R7500 repair value to a pine kitchen dresser set which i only paid R5000 brandnew? Drycleaning of shoes?uhhh- we all know what happens to wet shoes, they open up at seams and soles over time and pu peels! Exclusion of more than 40 display collectables dogged with water omitted....etc. Oh, and did I mention that outsurance delegates their work then to the client for example, get quotes for damaged handbags and purses which are obviously no longer in production, then my mom submits something I quickly gathered off shopping websites as my mom is incapacitated due to her illness, and be told that the items need matching to the photos of the damaged! How on earth do I get that when they are long discontinued, at least I proposed similar and outsurance could scout around for cheaper or similar. the consultant gets agitated when we question the quality of assessors telling us these are reliable long-term assessors of outsurance, tells my mom to get my brother who works 12hour shifts to get quotes from a shop for the handbags (really?), cuts you off while you are speaking, plays a guilt trip on us by implying we didn't show the omitted items to the assessors and we are messing around by getting the assessors twice to our house, implying that we are ***** and her assessors are right when they say we dont have a solid wood wardrobe set ( which btw is 34 years old! And takes 6 strong men to move_ but lo behold, it is chipboard according to the assessors and this agent did not even bother to put us at peace by getting in a second opinion! We aren't unreasonable clients, and my mom is ok with most of her intended replacements, but she did expect better resolve on the disputed items. My mom was so stressed that on the solid wood dispute, she decided to just sit with the damaged and remove her claim thereon because the loss would be too great. when we told the agent to fetch the damaged collectables because the dog already got to 2 items, she coldly stated it's oour responsibility to maintain salvaged intact and they will collect when we decide on the claim! Hello! As if we are holding up the process! let me not go on further, as I am seriously annoyed and trust me, all my family members and I will be terminating ALL our policies with outsurance. Train your agents to be polite, sympathetic and to not be lazy and defensive! My mom is ill, traumatized by the flooding and heart broke over sentimental loss of her goods, she is not making a profit out of you and no money could ever satisfy that. We pay for service and no favours are being done to us, and when an agent tells you over the phone " we don't look at sentimental value only monetary value", then that just leaves a sour sour sour taste in your mouth... verrry disappointing outsurance, trusted you for years and placed my families trust in you too all to be let down....</p>