Disappointed

I am not happy with the manner OUTsurance is handling my third-party claim. I was involved in an accident with an OUTsurance client on the 28th of June 2021 whereby their client drove into me headon. I did an accident report at the police and wrote my account on what accident happened even when l filled claim on their claim form l wrote my account of what happened. When l called to follow up consultant said l should follow up after 2 days which l did the consultant said they were still assessing and she asks me what was the state of their client after the accident! I almost died that day the state of their client was last thing on my mind. I was told that if l didn't get any call from them by Friday I must call back on Monday, which l did still nothing tangible about my claim. Apparently their client blacked out ( of which l was asked if l was aware of that). All this about their client is none of my business. I was told to call back again after 2 days. Is this how OUTsurance deals with claims. Why is it always a hassle when insurance has to pay out. Now lt is like l am being investigated about their client.