3rd party claim ignored

Claimed as a 3rd party from Outsurance and I was assured via e-mail that if the actual repair costs to my car were higher than the initial quote then the variation will be paid over to me. I emailed Outsurance (newliabilityclaims) 2 weeks back about a variation on my car, sent a follow up email and the matter has been completely ignored since.

Second complaint on the same claim, consistently bad conduct by Outsurance.