Cant believe this is how you treat your clients

We as clients of Outsurance are VERY VERY disipointed in Outsurance. We were involved in a car accident wereby a bakkie struck us from behind while we were waiting at a red robot. The bakkie's brakes failled and the bakkie were not even roadworthy. The driver of the bakkie said that Outsurance must call him to arrange the payment of the exess. All information was given to Outsurance and it was arranged that we will pay the exess and Outsurance will sort out to get the exess money from the other driver. The legal department phoned my wife and came with a lot of excusses and taking side with the driver as they feel sorry for him and did not support us as the paying clients.Now you expect us to pay the excess money and loose our outbonus because you feel sorry for someone who drove around in an unlicensed bakkie and stuck "YOUR CLIENT" Today I phoned the claims department again to speak to Martika van Vuuren as she was the one that handled the claim but she was busy on the phone and was said she wil phone me back as soon as she is finished with the call. Over one hour later I phone again and is said this time she is completly not available. I was given the number off the legal department and I phoned them. I asked to speak to someone in Afrikaans and was said a lady by the name Mia will phone me back. I said I really dont hope I'm going to have to wait again for more than a hour and have to phone Outsurance again. It is now more than three hours and still no one has phoned me. Now I need to know......... Outsurance, is this how you treat your paying clients? I'm still waiting for your call. Claim ***. My number is ***