Car accident

I had an accident and the way outsurance has been treating me is so bad. I will call outsurance and the consultant will say someone will get back to you and no one will call me. Is it because I'm black? Outsurance take my money every month and now there are looking for ways not to pay my claim. I choose outsurance thinking is a good insurance company and I don't think so. Outsurance don't look after their clients when they are in problem. The investigator have a very bad attitude and do not how to talk to a client and his say the police do not know how to do their job is it because the police are black? Is outsurance for selective people? Still today I have not received a call from the management.