Appalling service

After being a client for many years I contacted Outsurance for a claim. I explained to them that after the minor bump I noticed other scratches on my car and whether this can also be fixed while it's going in for repairs. No problem, Outsurance even mentioned that the service provider must let them know if they pick up anything additional that I might have missed. After sending photos Outsurance stated that my claim is approved and I took my car in for repairs.

Then it all started, the service provider contacted me to find out if I'm aware that outsurance only approved the claim partially. When phoning outsurance they indicated that I must log a separate incident for every additional scratch which will in turn be an additional excess payment for each scratch. Spoke to a manager about this and she said they will review the phone call to find out whether they did approve this request.

Now close to 3 days later, after numerous phone calls speaking to various consultants promising me that a manager will phone me back I'm still waiting.

This is truly appalling service and you should be ashamed of your customer service / claims department.