Bad service provided

I lodged a claim last year on the 11th of December 2025. There were storms and heavy rains days before and water came into the house. Before Christmas I tried to call the person who is handling my case but he did not answer my calls. Just to find out how long does it take to finalise a claim after sending the people to assess the damage. First week of January tried again with no avail until I sent a complaint to their complaint centre. To my surprise they send another evaluator. After they came I was surprised to get a letter of increase two times whereas my annual increase was already done in November 2025 so it means three increases within 12 months. Today I received a call saying that future claims being prejudice. The person who called me of which I didn’t get her name was so rude and condescending. I also don’t understand why an outside toilet can affect my claim as I made a claim for only the house as it was affected. I am not happy with the service as I feel I’m being given the runaround for a month and a half.