Good service out the window

My wife had an small accident. We had the car repaired at one of Outsurance's appointed auto-repair shops. For starters Outsurance only authorised a generic part, which didn't work, and caused delays in getting the car back, causing us additional inconvenience. Soon after the repair the radiator starting leaking badly. We could only manage to drive the car up the road to our local mechanic, who advised that this issue was likely latent damage from the accident. We called Outsurance to tow the car to the auto-repair shop. Several calls, and lots of frustration and two days later they eventually did this. The auto-repair shop confirmed that this issue was likely a delayed manifestation of accident damage, and submitted multiple requests to Outsurance for additional authorisation to repair under the same claim. Again, multiple calls from us ensued. Repeated promises to call us back have come to naught. It has been 3 days since the repair shop made the first request. What ****py service from Outsurance.