A week since my accident/tow and no answer or help from Outsurance

I was involved in a crash where my car had to be towed a week ago. The tow was authorised by Outsurance. Since then the towing company has not been able to send the car for assessment as Outsurance has still not given them approval despite numerous calls and emails from me. So at this stage we are one week without a car and without any answer from outsurance of whether the car will be repaired or written off. Very disappointed with the poor customer service. We plan to remove re-insure all our vehicles with another company.