OUT in Outsurance means WILL NOT PAY OUT

One of my cars was rammed from behind, and written off, by a person under the influence whom skipped a red traffic light. Outsurance agreed to pay out. Then when asked why they will not replace the car since it is less than a year old, they suddenly change their tune and refuse to pay out. Outsurance refuses to pay out with a lame excuse and suddenly cannot find recordings which will verify that I have stated that my daughter is the second driver.The rest of South-Africa needs to be made aware of this that the OUT in Outsurance means that they WILL NOT PAY OUT. Only the no-claim bonus gets paid out. They also refuse/ignore to provide me with all the relevant recordings so that I can pursue the matter further. They also ignore my emails and refuses to put me through to the investigators from the Reporting Centre which creates the impression that there is a note brought about on my profile to ignore my requests. All this time I have been very patient and diplomatic with my emails and phone calls.