Negligence and Incompetence

On Saturday, 28.07.2018 I called in to lodge a claim due to attempted car theft. Claims advisor was helpful in sending tow truck service. During our telephonic conversation I emphasized that due to the nature of my incident, my car is not to be touched at SMD until the Investigating Officer has gone to have fingerprints taken on my car. This was also emphasized to the gentleman who took my car from the tow truck service who noted it on my forms. On Monday, 30.07.2018 outsurance claims advisor calls me to inform me authorization has been issued and the panel beaters will contact me before my car gets collected. She also informed me of damage costs abruptly. I immediately asked her whether she has received confirmation that fingerprints have been taken on my vehicle. She further went on to tell me she does not know but an assessor has already been to my car. I asked her whether the assessor has touched my car and she assured me no, an assessor only takes photographs when they are sent out. At this point our conversation did not sit well with me, so I decided to contact the assessor and he confirmed that he was NOT informed to NOT touch my car and he confirmed that when he gets authorization from Outsurance and does the assessment, he definitely has to touch a vehicle. After I explained the nature of my incident, he advised he will be sure to inform his manager that he might also need to have his fingerprints taken, now that he has touched my vehicle. It was then clear to me that the claims advisor was simply negligent and failed to follow my instruction with regards to the process that needed to be carried out. The way it seems to me is that she simply wanted to get my claim out of the way and pocket her commission since it was just 3 days before end of the month. Such ignorance is not acceptable. Being woman alone with a 4 year old, she has no idea how important it is for me to know that whoever tried to ***** my car can be traced in some or other way. I decided to take matters further and contacted the Manager of the Claims Dept. The manager confirmed that my claims advisor even made notes in my claim that my car should not be touched as the police are undergoing an investigation. The manager then confirmed that my claims advisor was ******** and inconsiderate in the way she handled my case and that this matter will be dealt with accordingly. She further confirmed to get in touch with me and here we are 10.08.2018 and still no word from anyone at Outsurance. It has been almost 3 weeks now and still no one has contacted me with regards to an *********** claims advisor who highly likely has compromised the investigation, nor with regards to my vehicle. You are definitely about to lose another customer. I am not happy with this service at all!