Outsurance
Claim still not paid

I put in a claim on the 08 November 2013 and up to this day the damaged goods are still not fixed yet I am paying my premiums. In December supplier came to assess the damaged goods and then that was it, I have never heard from them. In Jan I got a call to follow up on the claim from outsurance and then that was it. Its 3 weeks later now and my clients goods are still not fixed and it makes me look like a, like I don't have insurance. This is pathetic service. Now my client is talking about rellocating to New Zealand and they refuse to pay me my balance due to the damages that outsurance should have fixed.