Outsurance refusing to payout - 4 weeks and counting (nothing but lies, changed stories and delay tactics)

My car accident happened on the 27th of January and was reported to Outsurance on the 28th.

As of today Outsurance has still not paid out the claim, all they have done is lie, change their story and ignore me for the last 3 weeks.

In the 1st week: After filing a claim to fix the car they claimed that we needed to file a 2nd claim for water damage because a 2nd assessor had claimed it was necessary, a report we have requested but have still not received. In addition, we were now dealing with a new claims advisor because the other one disappeared.

In the 2nd week: On the Monday, we get a call that the car has now been deemed a write-off and we were asked to submit the necessary documents. The documents were submitted on Wednesday. At the same time, the panel beaters are calling, claiming Outsurance is approving additionals despite claiming to us that the car is a write-off. Outsurance claimed that this was continuing because it was a different claim lodged by another advisor and their systems failed to alert the panel beaters that the car is a write-off and hence doesn't need any fixing. Strange but we believed them regardless. For the rest of the week it was silence from them until Friday evening when a new claims advisor phoned to say our claims advisor was not in the office with no idea when she would return and that she would submit the documents to the managers who work on Saturdays so it should be sorted out by Monday.

In the 3rd week: On Monday we get a call from the claims advisor who was nowhere to be found since the previous Wednesday that Outsurance would be settling with the bank and paying us the balance of the value of the car (she stared all the figures) during the course of the day. On Tuesday my mother gets a call that it would take 48 hours because she uses a different bank to Outsurance. On Wednesday we enquire about the funds, silence. We enquire again on Thursday and another claims advisor teller us that the write-off has not been settled, this is in contradiction with what we were told on the Monday. Our claims advisor eventually gets back to us to tell us that Outsurance used the incorrect make and model of the car and that it needed to be submitted once again to her manager and that the salvage department would be in contact with us.

It is now Monday in the 4th week and we have not been contacted. It is clear that Outsurance does not want to pay us and is using every delay tactic in the book. Very disappointing considering how much we pay for insurance with them.

I will never use them again and I advise that if you actually want to be treated fairly and with respect that you stay clear of Outsurance. If I could give 0 stars, I would.