Deliberately mislead on a claim advice

We (my wife & I) have short term insurance policy (car & household) with Outsurance. In April 2017, we were involved in a car accident (someone drove into our car). We immediately contacted our insurance company (Outsurance) and reported the incident. Over a period of about 2-3 days following the accident, we worked with an assessor/agent from Outsurance to try to establish some factual evidence about the accident. It was during this time that we were offered a car hire service (which is part of our policy benefits).

At the end of the investigation by the assessor/agent we were advised as follow: 1. Claim from Outsurance -this was likely to affect our monthly insurance payment and we'll lose our Outbonus payment 2. Claim from a 3rd party -our monthly payments will remain unchanged and we'll retain our Outbonus

Given these two choices, we opted for option 2 (i.e to claim from a 3rd party). Thereafter, we were immediately ordered to return the car that we were offered by Outsurance and we obliged immediately (we had the car for a total of 5 days).

It took about 2 months to finalise a 3rd party claim and get our car fixed. During that time, we had to use public transport to get around (the third party insurance did not provide us with car hire assistance). We were therefore very surprised when the time arrived for us to have our Outbonus we were told that we had claimed from Outsurance!

Here is the gist of our complaint: 1. If indeed this was considered a claim, why was our car hire benefits abruptly taken away under the pretence that it was a way to ensure that we will retain our Outbonus and preserve our current insurance premium?

2. If indeed this was considered a claim, then a fair thing will be to recoup the costs of car hire that Outsurance incurred and give us the difference. Otherwise it will be ********** on the part of Outsurance to advise us to forego a benefit (car hire) that we pay for every single month (for over 8 years!) under the pretence that will ensure that our premiums stays the same and our Outbonus payment will not be affected.

All that we need is a fair treatment as customers and we don't feel that Outsurance is being fair in this case.

We have been communicating with outsurance since August 2017, and they have not given us any feedback regarding this matter

Please assist us