Outsurance ignores my complaint about poor service from panel beater

Outsurance sent my vehicle to TMA panel beaters for repairs after my daughter had an accident with it. We requested our preferred panel beater, but was sent to TMA with no explanation why. We were eventually contacted by TMA to fetch the vehicle, but when we fetched it, it was not ready and additional damage was done to the vehicle. The repairs that was done, was horrible, and an example of poor workmanship. We were then promised that we can get the vehicle the next day, needless to say it was not ready, and this time TMA absolutely excelled in poor workmanship. We took the vehicle away from TMA, later in the day, after we took the vehicle away from TMA, Outsurance sent us two emails, first to say the vehicle is ready for collection, and later that the vehicle was collected. The next day, I sent Outsurance an email with detailed explanation of the additional damage done to the vehicle, what transpired between the CEO of TMA and me, as well as the poor workmanship, demanding that an assessor be sent to inspect the vehicle, and that the vehicle be sent to the panel beater of my choice to be repaired correctly. The email was read by Outsurance within 30 minutes. Today, we received two emails from Outsurance, one to say that the vehicle was ready to collect, and another, a couple of hours later, to say that the vehicle has been collected. Does not really make sense, does it? Up until now, I have received absolutely no response from Outsurance regarding my complaint about TMA. Nothing, zero, just the two nonsensical emails. The claim number is ***