from 5 star rating to 1 star rating

Good day, on 11.11.19 I reported my car ****** and spoke with a very helpful advisor who assisted me excellently with processing my claim. I was asked to fill in the form to de-register the car off my name and send the keys and the paper work to head office which I did. I think either that Thursday or Friday the same week I received a call that my car was found and it's at the impound. I was then also advised that the claim is stopped and the car will still be mine and will need to be inspected first before I can also get the car back as well. I then asked for my key and the paper work because I have nothing. I was then told that the claims team will sort that out. I needed to also get a disposal order from the police station and take to impound the next monday and since that monday 18.11.19 till today 28.11.19 i prob phoned Outsurance more than 20 times to find out whats happening with my car and where my keys and paper work is. I think my car was taken from the impound the wednesday to the assessors. i phoned the next monday 25.11.19 to find out whats happening with my car, when i'll get it back and also about my keys as well again. i again had to phone the tuesday to find out whats happening. i was then told about the damages and what it was cost etc. i told them i will then fix it myself. i was advised that they will bring my car back wednesday 27.11.19. i asked for them to bring it the afternoon and arranged for my mom to be home and wait for them between 2pm and 3pm. to my amazement i called my mom after 3pm to find out if my car is home and she said no. i phoned her again after 4pm and 5pm and it still was not home. i called in again to find out whats happening with my car, the advisor spoke with the towing company who never picked my car up for some excuses/process. i was advised that it will then be delivered today 28.11.19. the advisor never apologised evens as well. i again arranged for my mom to be home the afternoon for them to drop it off. i called my mom after 2pm, she said the car not home, i called her again after 5pm and still my car not home. i once again called in and the advisor called the towing company who again never collected my for whatever excuse again. i gave them my moms number to be in contact with her as i was advised they will be in contact to keep updated, but no one called her and so she waisted her time waiting in and now she has to wait in again on friday 29.11.19 and she put her plans on hold twice already. i must also say that my in the begining my parents asked me how my claims process was to which i advised it is excellent as everything is going smoothly. on 21.11.19 i called in to query my premium increase and was sorted out but the advisor asked me if i can maybe suggest a potential client to outsurance, i advised to give my parents a call because at that point everything was going perfect. my parents then signed up with outsurance as i told them to go for it. but right now as my time and my moms time is being wasted, i feel like shopping around. cause my parents also feel like they made a mistake with switching as the main reason for them switching was the claims process of the previous provider and also the excess. not sure if anything going to happen with this but i just need to vent, cause i just get excuses over the phone. oh yes... i was advised on 27.11.19 that my keys will be sent to me, i would have expected it today because when it got couried to you guys, you got it the next day so still waiting for the keys and my car. really feel its unacceptable especially for me to use all my airtime and my tea breaks and lunch breaks and my moms time to call you guys, wait for you guys but still nothing. anyway i think that is all i have to say, not sure if it makes sense but ja...