Outsurance - Jerkyll & Hyde of Insurance

Outsurance is a very efficiently run company. I submitted a claim with them regarding my windscreen which had been damaged by a 3rd party. I initially called to find out if I should submit the claim through Outsurance as my insurer or leave it to the 3rd party. Outsurance assured me that they could do the claim & then claim back form the 3rd party. The consultant then proceeded to take my details & my claim was processed in record time & my windscreen was fixed.

Then began the process to get the 3rd party to pay (I'm obviously mostly concerned about the excess). I provided them with the details for the 3rd party & yest I had to do the running around to get the 3rd party's insurance details etc. When I called their brokers they informed me that Outsurance should be doing this as my insurer & not me. Anyway I got the details & sent them to the lady who was dealing with the claim. Between the 26th of August until now, I ONLY received feedback when I contacted her. Now I check & I see the claim was closed on the 27th of November. How is a claim concluded without providing feedback?

You guys train your consultants very well with the sales part but I'm very disappointed by how this has been handled.