OUTsurance review: Outsurance does not pay

During August we had a break inn at our business property. We have theft cover and building insurance as well as stock loss, damaged property etc. Despite this I was instructed that in order have insurance we must have an alarm.

My company had everything as requested and I also requested my adviser to review our policy schedule hoping that the specialist would advise me if anything in particular was not mentioned or covered.

Unfortunately to date I have not received payouts on any theft cover related to stock and structural damage. Neither do I qualify because I did not specify my alarm system. I find this unacceptable. If it is a pre requisite to have an alarm in order to have insurance and I have supplied all the proof how does this not allow me to qualify for any reimbursement to have in restored/replaced? Not to mention that my theft cover of R2000 000,00 does not cover my losses because everything I have claimed for had to be specified separately from this specific cover unless spesified.

To date OUTsurance have not been able to tell me what the theft cover actually covers and almost 2 months later I am still waiting for payouts yet I have never defaulted on any of my payments?

In short, if it is a prerequisite for a client to have certain systems in place to be able to have insurance the onus should be on the service provider to inform the client if information was left out or not noted.