WHEN Thomas Orpin's house went under in the January floods, he thought he was insured.
In a phone call to lodge a claim, Mr Orpin was told he wasn't insured for the flood damage to his Hinkler Ave home.
Mr Orpin asked for a copy of the paperwork and four days later received a parcel in the mail.
But the parcel wasn't the paperwork Mr Orpin had requested. It was instead a gift from his insurance company, Youi.
Mr Orpin ripped into the parcel and couldn't believe his eyes.
"I pulled it out and here's a fricken umbrella," he said.
"I was ropeable - that is the lowest kick in the guts I've ever had in my life."
"We hope it comes in handy ..." was a line on the note included by the insurance company.
The lower level of Mr Orpin's family home was destroyed by the January floods.
He is now living with nine people in the upper level of his three bedroom home - and his daughter is due to give birth in four weeks.
"What am I meant to do?" he said.
The heartbroken man said he couldn't fathom sending such a parcel to a person who had been hit by the floods.
"Even the person who put that in the box had to be feeling guilt," he said.
"It was very, very rude. I'm very disgusted in it.
"We lost everything and they just didn't care," Mr Orpin said.
"To give you an umbrella - to me, that is just to say, 'Suffer!'"
Mr Orpin said he was a low-income earner and didn't know how to recover.
"You've just got to dip into your own pocket, but your bank account can only go so far," he said. "You have your ups and downs. Some days you're on top of it and some days you just jump in the car and drive away from it," he said.
The NewsMail contacted Youi by email and phone on numerous occasions on Thursday, with no reply.
On a final phone call, a Youi staff member said: "If they haven't given you a reply, they're probably not interested."