Water restrictions-no claim

On the 31 October I lodged a claim with Outsurance, our broker that we have been with for more than ten years, about our swimming pool that was losing water, I was dealt with promptly and was advised that an assessor would contact me to make arrangements to come and see what the problem was. The assessor came and could not find the cause of the problem as there were no visible water marks in the usual places , around the skimmer box or by the light, he concluded that the actual shell of our pool might have a problem but as the pump could not function due to the low water level he could not make that assessment yet as our pool was green and advised that someone would be sent to come and clean our pool first. Five days passes without hearing from Outsurance I then phoned them and was told by a consultant that the decision was made to drain our pool of the remaining water to ascertain the damage. I was a bit confused as what was going to happen to my pool once all the water was removed and as there are water restrictions who was going to pay to have the pool filled again, I voiced these reservations with the consultant who admitted that he was out of his depth and would get back to me. Another five days passed and after numerous phone calls by myself another consultant contacted me today to advise me that my pool would not be cleaned as promised and that unfortunately due to water restrictions this problems could not be fixed until the water restrictions were lifted.

I find this situation totally bizarre, water restrictions are here to stay and if that is the case, then surely if this is Outsurances' new policy then all problems relating to water can now not be dealt with by Outsurance, and policy adjustments need to be made advising their clients. I have been a policy holder for many years , have never missed a monthly payment and can now only wonder what have I been paying for. This matter has been dealt with in an unprofessional manner, and once again it is the customer that has come up short.