disappointing and terrible service

We had a accident the 18/07/2017 and Outsurance declared the vehicle a write off. Thereafter a helpful Kerswin Solomon phoned to process the claim and arranged a hired vehicle. He gave me excellent service. However, after he assisted the pay was not forthcoming. This delay came about because I queried the pay out amount. They then conveniently put my claim on hold which I had not yet received on the 15/08/2017. I then decided to make contact again and then Outsurance blamed for the delay in the pay out. I was then informed that the pay out will be less than what the original pay out would have been . I was told by a team leader that he would pay the monies in now which will only reflect in 24 hours and he had the cheek to tell me I can't keep the hired vehicle, I have to give it back on the 19/08/2017 . Which in fact will leave me stranded without transport to which he said that it was not his problem and that I could go to the Ombudsman and put it on Hello Peter. Please tell me who can buy a vehicle in 2 days time and still be at work . This is so unacceptable and very frustrating. This clearly shows that Outsurance is not loyal to their sincere clients. Elaine Rhode