Nightmare to claim

Horrible experience trying to claim after vehicle accident we're a truck drove us off the road. Outsurance made the whole process of claiming even more traumatic! This was the first time we claimed vehicle insurance in 15+ years. In the first place they do not help you in you home language and don't answer questions at all - simply repeating the same line like a parrot. Then they try to pressure you into making a quick decision on whether the vehicle should be s****ped or repaired - the amount they are willing to pay out for repair is crazy low! After asking them to give us a change to make a decision they try and manipulate you into making a decision by claiming that the consultant that is handling your case is leaving on a 2 week holiday and the consultant states that they wish to complete the claim before leaving since then they will have to transfer your claim to another agent. After refusing to be manipulated the following agent phoned to get us to make a decision before transfer our claim to another colsultant who then stated that we had 6 months to make a decision. When we asked why the repair pay out was significantly less than the qoutations we received from several panelbeaters Outsurance informed as that they will not bewilling to pay out more to repair the car (even though the cost is less than the book value) since there are a repair cap on any model car older than a few years - we were never informed about this cap limit! When we querried this cap limit they simple repeat that it is standard practice at Outsurance and we should have asked about it when we took out the cover - how were we suppose to ask about something we we're unaware off?! I looked through all our documetation from them but still could not find anything relating to this cap limit. But you are an individual and they are a big firm! So your hands are tide. Finally deciding to s**** the car after confirming the pay out is the book value and expecting the amount to be payed, since they came and pick up the vehicle 2 hours after the decision, to hear nothing from them again. Followed up - suprise suprise - the agent isn't available and doesn't call back. Frustrated call again and guess who return in less than 2 weeks - the first consultant - who stumbled and didn'tknow what to say when we recognized the voice. Again repeating a line without answering our questions regarding the transfer of the money into our account...now they are stalling saying that the vehicle must first be entered into their yard and inspected before they will start processing the claim to make the money available to us. By the way still waiting for the agent to call back and they have deducted the insurance monthly payment fo the vehicle now in their pocession! To conclude the struggle with the claim is still traumatizing us and haven't be resolved.