BAD SERVICE, NO ASSISTANCES ON MY CLAIM

I logged a claim on the 17th of June and I requested a courtesy car and I was told I did not request. My question to them was how do I request it if it was not offered to me wen I opened the policy. I was then told they will get the voice note when I got the policy and I have been waiting since last week friday. I have had no help from the call centrs and no one seems to know what is going on. I was also told that my excess fee was increased by someone from R3800 to R4500, which is a huge difference and I was told they would find out who did but I still haven't heard anything. The service I have had is shocking because when I signed up with Outsurance I was assured that should anything happen to my car I wouldn't have any problems. So far I am not happy! No one calls back, no one does follow ups. Service is really bad and they are USELESS!