Bad service from Outsurance

Hi, I'm very upset with the service I've received from Outsurance. I was sitting in traffic and a bus hit me from behind. i phoned Outsurance and they told me i will lose some of my Outbonus and i have to pay excess, now to my understanding the bus company is responsible to pay for all my expenses including my excess and because they are responsible, why should i be penalized? i sent a mail to the consultant working on my claim and the only thing he was interested in was getting me to agree to the claim where i pay, when i asked him about the questions i had in my email he said once i have agreed and the claim has gone through it could take anything from 2 3 months to a couple of years or never to get my money back. i feel like this is Outsurances risk to take it shouldn't be mine. they haven't even let me know if they have contacted the bus company to try resolve this as quickly as possible. And please note the great concern for my well being. i really thought Outsurance was one of the best and that they cared but there's nothing that makes them special, they are just like any other company money is the only thing that drives them. its very sad.