Outsurance some communication would be nice

We had a minor accident as we scratched our car. We called outsurance and informed them. We have been calling outsurance to follow up with them on the progress. We where given wrong information that the assessor would come out to us. Assessor called to say he is waiting for us. Outsurance has been so unhelpful. Precious the agent helping is never available and never returns our calls. The panel beaters has not been informed of our claim. Outsurance should stop focussing on their advertising on TV etc and really start helping your customers.claim number ***