Our boundary wall collapsed this morning, and we contacted Outsurance immediately sine this is a huge security risk. They instructed that we should call our own contractors since their own were extremely busy. So we did, and we recieved a quote which we submitted. Their own providers then called us at 12:00 to say they were on their way - 3 hours later they had not arrived.
I called Outsurance to ask what was happening, and to approve the other contractors quote. They refused, and decided to reject the claim, citing too many trees, since we had claimed on our front wall previously and trees were causing the problem there. In the back yard, we do have trees, but they are not next to the wall! This is their decision from a picture, without someone assessing.
As a result, we have now lost our original contractor and we are like sitting ducks at home, since anyone can jump over the wall and come into the yard to attack/ etc.
We are still waiting to see if Outsurance provider arrives to assess the area.
Here's a company that does not care about the safety of their clients - only for saving a buck.
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