A nightmare claim with Outsurance

The above claim was logged on 06/03/2024. I was contacted by the Claims dept and informed me what the pay-out will be. We have Comprehensive cover with Credit Shortfall on this vehicle. Here is the break-down that we were given by Outsurance: MFC Nedbank settlement amount - R 157 047.78 Outsurance Retail - R 139 700.00 Less Excess that I pay to MFC - R 5 840.00 Outsurance Payable amount to MFC - R 133 860.00 This then raised the issue of the Credit Shortfall. To our understanding the credit shortfall should then cover the difference between MFC Nedbank Settlement amount and Outsurance payable amount with is R 17 032.78. Then we were advised that the Credit Shortfall amount will be R 6155.00. This will then leave us to come up with and additional amount of R 10 877.78. This plus the excess that we have to pay totals R 16 717.78!! When we disputed these amounts we were told that there is a Warranty and warranty booster on the vehicle and that we must talk to MFC Nedbank to pay that out towards the claim and that will clear the difference. This is totally absurd, as the warranty was part of our installment with MFC and part of the Capital amount insured with Outsurance. This resulted in several futile phone calls and a string of emails between us and Outsurance. I then approached the Cape Town office of Outsurance and met with the Regional manager, but that this branch is actually Commercial, but he will try and assist me. I showed him all the emails and he told me that something does not make sense. He then phoned and after asking a few questions, it was concluded that the Warranty with MFC has nothing to do with the calcullations and that after Outsurance pay-out to MFC, we would ONLY have the Excess to pay. Needless to say at the end of March 2024, Outsurance proceeded to deduct yet another installment for a vehicle that has been written off on the 6th of March 2024!! We also had to pay an installment to MFC Nedbank for the month of April 2024!! On top of this, following my accident, I could not buy another vehicle for my work, until this matter is resolved. I am sharing a car with my wife, which results in my 14 hour work day has decreased to a 6 hour work day. I have lost nearly 53% of my confirmed income during March 2024, as I had to pass the work over to other contractors. This matter now has a serious financial impact on us, in lieu of the fact that MFC has given time until the 10th of April 2024 for the payment. Should payment not be made, the Settlement amount will change and we definitely know that it will be increased!! Lastly, we received a text message from MFC, that the pro-rata amount of the MFC warranty has been approved and paid out. The amount is R265.41!! Now please help us to understand how in the world did your Claims dept figure that this warranty will pay and amount close to R11k???? We have received several emails confirming that the claim has been settled and Outsurance will proceed with the payment.,, we will be contacted shortly. Every time my wife or myself is contacted - we assume from the Salvage Dept - the initial amounts are quoted - R 133 860.00 capital and R 6 155.00 Credit Shortfall. Please enlighten us, as we have been with Outsurance since 2013, how is this fair or even reasonble for Outsurance to expect a client that has COMPREHENSIVE Cover AND Credit Shortfall cover, to still pay in close to R17k on a claim??? This past month has been a stressful month and our financial losses and cost incurred has been increasing weekly. With reflection to what Outsurance advertise on social media and websites, it has become painfully clear that clients definitly do not enjoy actual Full Disclosure on policies, as per the CPA and Contractual Law.