3rd Party claim run around

I am beyond myself with the service I've been getting from Outsurance.

I got into an accident with their client. As a result of their client not stopping at a stop sign on the 28th of November.

By the 2nd of December I had sent all the documents required by them to process the 3rd party claim.

I was notified that the process will take 4 to 6 weeks and that the onus of communication will be on me. Which I have been doing religiously only to be given the run around.

My claim is supposed to be handled by a Hendrick Lukhele per the confirmation SMS. I have not spoken to this man once because everytime I call he is either on another call and will call me back or is out of office and they will get someone else to call me back.

I eventually got someone call me back who was not Hendrick and the lady told me that they need to confirm with their client that the accident happened as I said it did. My argument was that there was no way I could lie about the accident as the place where the accident took place only has a stop sign at the direction the lady was coming from and not the direction I was going.

Nonetheless I gave them and the lady the benefit of the doubt. I called back the next day and was told that the department is busy. And this was the response everytime I'd call. Sometimes even calling 3 times a day.

I called again today 31 December and was told that the department has been off since Friday 27th December whereas when I called yesterday 30th December I was told that their lines are busy and that they will have someone call me back.

I don't understand what the run around is about and why the consultants are lying to me but it's gotten very frustrating because the car is now giving more problems as a result of the initial accident.