Outsurance incompetence

I was involved in an accident on Saturday 14 January 2023. I registered a claim, via internet, on 16 January 2023. On 17 January 2023 I was informed that the claim was approved and NuWagon was appointed to repair my vehicle. On 19 January, Ingrid from Outsurance legal, phoned me and asked me to describe what happened during the accident. I said it was all in the accident report. Ingrid said she could not find my policy ( What on earth). At 17:00 on 19 January I received a call from Outsurance. The lady asked what the purpose was that I was driving for. I said I ticked the box stating "bussiness or errands" in my accident report. The lady said that was the only thing holding up the final authorization. She said that NuWagon was not even contacted yet. And I was waiting for the autobody repairer to call me to bring in my vehicle. This is how the great OUtsurance treats clients.