Outsurance does not care about their clients

I have been with Outsurance for 20 years. My life, household and car are all insured with them. They do not value their clients. They are happy taking your money but are unhelpful and uninterested if you require assistance. Recently my VW Polo was hit by a branch that crashed through the windscreen and pierced the dashboard while I was driving. The car was towed the following morning and the towing service noted the damage. Outsurance phoned me to say I need to pay an excess of R5000 (which I definitely cannot afford -times have been so though!) Even though I can prove beyond any doubt that the accident was not my fault. This was a month ago. There were soany delays in handling my claim. When I asked whether they will supply me with a car out of courtesy, they simply said no, it's not listed on my policy. They didn't listen to anything I asked or said and were uninterested in what I was going through, in top of the shock of this experience, due to their excess demand and due to not having a car. I'm a single mom and this is a busy time of the year! I still don't know how I'll afford the excess. I received a phonecall from the Panelbeaters they employ this morning to say my car might be ready by Friday (!!!!) And upon my question whether they are replacing the windscreen wipers, side strip that was loosened and covering the scratches, they reply they don't have authorization from Outsurance to do that! I'm horrified and feel cheated as a loyal, reliable client. I will look into where to take my insurance business after this horrifying experience. Don't be fooled by their low premiums. They don't care about you as a client if things really happen.