Outsurance don't look after their clients and cause financial difficulties due to no payouts

I was involved in a car accident after someone pulled off from a stop street and drove into me. This accident was clearly the other parties fault. I was insured with Outsurance at the time and they handled the matter for over 5 months, ensuring me i would get my excess back as the accident was clearly not my fault. I have call recordings of them saying i would get the money back but it might take a few months. I have requested these call recordings from Outsurance numerous times, and never received. Due to financial reasons I was left no option but to leave Outsurance and go with another car insurance, which happened to be about 50% of the cost for the same cover. The day after i cancelled my policy we receive a call saying the case is close and they cant retrieve funds from the other party to cover my excess. I have never been so disappointed by a service provider before. Me and My family, due to someone else's bad judgement when they drove into us, suffered such an emotional ordeal as my 2 and 4 year old kids were in the car during the accident. And now such financial difficulty as we had to pay over R7000 for excess and car hire which we never got back.