Extremely poor client service

<p>It has been nearly 3 (three) weeks since I was involved in a motor vehicle accident. Originally the vehicle would have gone for repairs. However, Outsurance then decided to have the vehicle taken to "Auctionations" in Bloemfontein to be auctioned. The keys and registration documents were collected for this action. However, a "mind-boggling" situation presented itself when Outsurance for whatever reason reversed its decision and decided to attempt having the vehicle repaired - this despite the original decision and the fact that the vehicle (a Volvo S60 D5) has a damaged sub-frame, damage to the entire steering rack, rods, pinions, tie-rods (inner and outer), cooling system, suspension (front and rear) plus some body work damage and other probable "hidden damage". A 2nd decision was "overturned" by Outsurance and the vehicle taken to be stripped by a "panel beating business" in Bloemfontein. I reside in Mosselbay and am still - despite numerous discussions inter alia Mr Thapelo Tshikotshi, Mary Bokaba and other contact persons (including management) not any nearer to an acceptable solution for the claim. After more than 25 (twenty five) years of loyal support of Outsurance, this is the manner of service that I am receiving - deplorable and totally unacceptable. I have no means of alternate transport and apparently Outsurance couldn't care less what happens about the claim and to me in the most precarious of situations imaginable. How is it that someone cannot make a client oriented business decision to "write off" the vehicle and pay me as the client (insured) the retail value in order to get another vehicle as a matter of urgency?!<br />I can only hope that the Management and other contact staff at Outsurance take Serious, Urgent, Deliberate, goal oriented action to resolved this matter to my complete satisfaction without any further delay. Anthing less than this reasonable request would be indicative of NON - Existent service AND a complete Disregard of Outsurance clients and their rights. </p>