OUTSURANCE HAS ***** OR BAD SERVICE

recently claimed through outsurance, had my car booked in for repairs through them, there were no status updates of where the car was , now after a week i had to call them everyday to check on my car now i find out that my car is at outsurance and not at the panelbeaters. No One at outsurance is answering my calls , the consultant that was dealing with my claim has suddenly disappeared. THIS IS BAD SERVICE