DISGUSTING SERVICE !!!!!!!

I would like to take this opportunity to express my disgust with the service I've just received from Outsurance. Im actually shocked as I've dealt with outsurance before and never have I ever been so disgusted. On the 7th of September my uncle was involved in an accident when the driver of the other vehicle skipped the robot and bumped his car on the back left side of the car by the tale light. The young man who was driving the car was not the owner of the car and he had expressed it was his father's car Mr Ahmed. The matter was reported to the Lenasia Police station (case number:- AR NO 44/09/2018) were the young man had admitted he was at fault and did not even have his driving licence. Frankly we not even sure if he has one as his father bought an A4 page to the police station claiming it was the license. Insurance details were exchanged a filled claim form was submitted. A few days later my cousin received a call from a gentleman who she claimed was rude advising her that the claim was rejected and that my uncle would be taken to court to pay for Mr Ahmed's car. At that point we were all confused as he did not even provide his name nor the reason why the claim was repudiated. I called Outsurance this morning and after being send from pillar to post was finally advised the person dealing with the claim is Gerald his number ********** of which he was not available at the time. I left my contact details and requested he call me back. When he finally called me back I explained I was calling on behalf of my uncle and that I wanted to follow up on the claim. He got aggravated immediately telling me he already gave the feedback to my cousin at which I advised we did not understand the reason for the rejections hence the call. He went on to say that he had determined that my uncle was in the wrong and that he will also need to pay for Mr Ahmed's car HOW HE WAS NOT AT THE SCENE !!!???. I asked him how he came to that conclusion as Mr Ahmed’s son admitted guilt at the police station and asked him if he has viewed the police report. He went on clearly upset and told me he does not have to look at the report and that “outsurance” will always take their clients part THIS SHOCKED ME TO SAY THE LEAST !!!!! how can such a well-known well respected company deal with 3rd parties in that manner. He refused to help told me I must stop shouting at him (which I was) because I felt it was unfair that this was happening. I’ve worked for an insurance institution so I know what I’m talking about, this is shady as hell !!!!! Claim No ********** 59. I will post on all social media and will take this matter to the ombudsman but I will not allow this shady business to happen!! !! I EXPECT FULL AND DETAILED REPORT ON THE MATTER.!! While you at it consider getting rid of this Gerald guy, trust me it nonsense like this that will cost you clients !!!!