Outsurance outdoes itself in the poor service department

14/11 My son is in a fender-bender. We call Outsurance to have the car towed, as the radiator has been damaged by the other car's towbar, and has run out. Laiza Glutz is the claims advisor. 2.5 hours after I have spoken to her I call the Emergency After Hours Call Center to find out where the towing service is. Avril thankfully sorts it out in a jiffy. Laiza later blames it on a communication problem somewhere between Outsurance and the towing company. 15-17/11 Things work well. Damage assessed; car deemed uneconomical to repair; I choose the disclaimer payout to have it repaired myself; Laiza is emailed instructions on where the car needs to be towed to. 19/11 - Car isn't delivered 20/11 - I call to speak to Laiza in the morning; she's on a call; another lady says she'll find out what's happening with the tow and get the towing company to call me; nothing for the rest of the day. Late afternoon I reply to the Outsurance survey that the service I have received is bad 21/11 Bontle calls me to find out why I rated Laiza poorly. I tell her my story. She undertakes to find out what's happening. Bontle call me back minutes later to say the car was delivered the day before. I call the panel beater. The car isn't there. I call back, and escalate to Chabelo Tshikotshi. He promises to sort it out. 2 hours later I have to call him, because I've had no feedback. Bad service is now turning to bad service recovery. Chabelo says the car never left the yard, and assures me now that it will be delivered to my panel beater the following morning. 22/11 Mid-morning, my panel beater calls. No-one has contacted him, no car delivered. I call to speak to Chabelo. He's in a meeting. I escalate to his manager to, Siabonga Mapalala. He gives me the same assurances as Chabelo. Let's see.