Outsurance unhelpful staff

It's been a week waiting for a call back from Outsurance regarding submitting a claim for a damage vehicle. The incident happened last Sat the 23rd, I called Outsurance since Sunday keeps on saying they'll put me through the right department and hold the line till my airtime finished, and called again and again for the call back no one bothers to call back. It's tiring and annoying when it comes to a claim stage as they playing hide and seek instead of assisting. When I join an insurance I thought I was making my life easier, but it's an opposite and compare to what they say when they recruiting. It's looks like they care about my premiums and nothing else and I do not see any reason to continue paying for an insurance that is unhelpful and be treated like this when it times of sorrow.