Why insure if Outsurance is not reliable

Having a building and structure policy with Outsurance for 5 years ...never claimed .....my 1st claim .....geyser is faulty (element and thermostat) .... i am expected to pay R750.00 that i do not have,,,i am left high and dry but policy fees are paid up to date......why insure if i can not benefit from it...for 5 years paying them without fail but no service......can some one assist