Claim and Repair beeing delayed, unfriendly and unhelpful

Good day, the holdback is continuing at my cost. The tow truck driver from the BMW workshop has been waiting since this morning for the car to be released by Auction Nations, the place OUTsurance is sending the accident cars to. I hope OUTsurance has the decency to offer some compensation towards my rental cost for their incompetence and the service providers they use.
I'll keep looking for an insurer that can offer a decent service in the case of an accident and not hold one up and question like a ********. There is a police report and a video of a security camera showing what happened. I am continuing to warn family and friends, and anyone who reads this complaint, I can only advise you to stay away from OUTsurance.

Good day OUTsurance Team,

It has been over a week, and SMG Western Cape Repair Center still hasn't started with repairs. OUTsurences assessor marked a broken and cracked front bumper as repairable, the badly damaged front fender as repairable, and the front LED light only replaceable by a secondhand one.
SMG Western Cape Repair Center logged the required changes for new parts and is still awaiting authorization.
Why do I have insurance? For a cheap backyard fix on a 6-year-old BMW in immaculate condition? Then I don't need insurance, and I can fix my car without delays in a proper and professional manner!

It is Day 12 since the accident, and the repair is still on hold. SMG Workshop informed me that OUTsurance requests them to use some alternative parts for the repair.
I tried to speak to the claim department about it. OUTsurances argument is the car is 6 years old, and the claim department will forward my request to their assessor(Doesn't make sense to me!?).
I couldn't have imagined that an insurer would apply such practices.
If you, like me, own a car in an original and immaculate condition, only 67.000 kilometers on the clock, regardless of age, and you would like to keep it that way in case of an accident, then stay away from OUTsurance.
I don't know if and how soon OUTsurance will finally give authorization. If the matter is not solved soon, I will seek legal advice and move on. I hope to find an insurer who knows how to treat and support a client in the case of an accident.

Your claims manager, Puseletso, was not of any help.
All she did was refer to the fact that the Ombudsman for Short-Term Insurance authorized insurers to use alternative parts. I refuse to believe that all insurers act in the way OUTsurence does.
I don't understand why the factory warranty should affect which parts to use; the most important is to look at the value and condition of the vehicle. I insured my BMW in immaculate condition with a book value of over R 300,000.00 and a mileage of 63,000 km. Based on that, I am paying a monthly premium of over R 1000.00.
Installing alternative parts on the car will decrease the value.
I told Puseletso I would accept if the workshop could source 2nd hand parts in the same condition as the rest of my car.
Unfortunately, this comes at my cost. How long must I wait till you are happy with the cost of 2nd hand parts sourced? 2 weeks, 3 weeks, a month or two?
The 2nd hand LED light was not useable, and the workshop asked for authorization of a new one. The authorization has still not been given, and OUTsurance is not returning my calls.
This behavior has left me with no choice but to seek legal advice.
Our first step is to log an official complaint at the Ombudsman for Short-Term Insurance.
To the reader of this complaint, to give you a rough estimate of the numbers we are talking about. The front bumper and the fender were authorized. Minor trims and pieces in the front bumper area have not been authorized, with roughly R 5,000.00 difference between alternative and OEM parts. The Headlight is the most expensive, at R 37,000.00.

The nightmare is continuing. Last week Wednesday, I was contacted by Lynnette, and she informed me that OUTsurance updated the authorization for the original parts.
It is week 3, and I just got off the phone with the SMG workshop. Only to discover that many of the smaller parts are now listed to be sourced as second-hand parts. In addition, OUTsurance removed the broken Headlight entirely from the authorization list.
OUTsurance does not care about their customers or how long they must wait for their vehicle to be repaired. What can you do if second-hand parts are scarce and not sourceable? According to OUTsurance, you will wait for your car.
The workshop is also getting fed up at the moment. Every time, extra work is added to update the documents, request authorization, and wait.

What discrase OUTsurance.
After all the arguments to achieve an acceptable repair, OUTsurance likes to change their commitments at the last minute.
Until yesterday, most of the repairs and parts were authorized and confirmed, except for the front bumper, and I would cover the cost difference between the alternative and OEM bumper.
BMW Workshop informed me this afternoon that OUTsurance reverted their commitment on all the parts. That leaves me with an invoice of R50,000.00 + R5,840.00 access.
It has been 3 weeks since the accident, and my car is ready for collection for R55,840.00. Thank you, OUTsurance, for nothing.
With OUTsurance, you are WITHOUTsurance.