Delayed Third-Party Claim resolution

extremely disappointed with how my third-party claim is being handled. On the 24th of March, my vehicle—currently used for e-hailing—was rear-ended by a driver from Dyanamic Drive/Kraziscore Car Rentals who failed to stop at a traffic light. My car is driven by someone who earns a weekly income, and since the accident, he has not been able to work.

The at-fault vehicle is insured with OUTsurance, and I was advised that the claims process would take approximately 4 weeks. I accepted this, but now we are going to week 7 with no resolution.

At the beginning, although there were minor delays, communication was consistent and I was kept informed. However, things have now completely changed. I have made countless calls, left multiple messages, and sent emails—yet I receive no response. I have specifically tried to reach Nosipho Maphanga, who appears to be the only person able to assist with my claim, but I have not been able to get hold of her. What is most frustrating is that no one else seems able to step in, provide an update, or assist in moving this matter forward.

This delay is not only affecting me financially, but it has also left my driver without any income, as he depends solely on this vehicle for work. It may not seem like a big deal on their side, but there is a family whose livelihood depends on that car.

I am also increasingly concerned that the updates I have been given—and passed on to my driver—are not accurate. This situation risks damaging the trust and relationship I have built with a driver who has been reliable and committed.

What makes this even more frustrating is how well the process started. I was initially so impressed that I even shared positive feedback on my social media and was seriously considering switching from my current insurer to OUTsurance. Unfortunately, the current lack of communication and progress has completely changed that perception.

I would appreciate urgent feedback and resolution on this matter.