OUTsurance not an Assurance

I 've been a paying customer to OUTsurance for the past 5 years . When is was time for me to claimed . The 1st incident was my windshield being damaged and bonnet having scratches due to a building that had caught fire close by and debris fell on the car. The 2nd incident was an accident whereby a taxi hit me and damaged the fender. They Fixed the windshield and back bumper and assured me that everything will fall under one claim including the scratches on the bonnet. As per an agent that I had spoken to when I initially claimed.

So after that we took the car to the dealer which they assigned to this case so that they can fix bonnet/back bumper , They car remained with them for close to 2 week, My husband i went back to fetch car and was told they could not fix the scratched because they never received that instruction from OUTsurance

I called them to query this car and was told that the scratches on the bonnet will now be a separate claim. Despite an OUTsurance agent telling me that this will all fall under one claim. I have already paid R5608 for the 1st incident and now they want me to pay another R5608 for one more part of the car to be fixed. This was not mentioned on the recorded call. And with everything happening i was the one calling them to follow up on everything . I then called again to dispute the 5680 extra that i have to pay again for the scratch on my car since this was never mentioned to me on a call. And the Agent told me the Manager will listen to the call and if this amount was not mentioned this will be waved and i can just take my car to the dealer for free. And that was 2 days am still waiting and haven't any call from them or at least an sms with an update. Hello Peter is my last resort am fed up with them . Never thought a reputable company like OUTsurance would give such terrible service like this . I regret choosing them now.