Outsurance want to sort out internal processes before caring for clients

I was involved in an accident on the 17 January 2019 . . . everything appeared to go smoothly. I was contacted by the related Outsurance consultant who explained the process and that she would be in touch with further instruction. At the next conversation they confirmed that they would be paying out (according to their accessment centre R23 600 odd) for the repairs.

The next call I get they say that there is a hold up on the other gent's policy (also their client, but the client liable for my damages) . . . "but not to worry, you can claim from your policy and we still wont charge you excess . .. but you will loose your outbonus" . . . . Please explain to me how your client's are penalized for your internal red tape!

Both parties are insured by outsurance, you've already confirmed that I will be paid out for damages . . . pay me out and sort out your own mess on your time!

I had the legal manager call me to confirm that the other client's policy had been wrapped up "just an hour before" her call and that she just had to confirm my claim from the other party's policy with the other client . . . and she would let me know by close of day ...(that was 4 days ago) . . . if this was any other insurance company responsible for a payout of your client, you would be all over them for immediate payment!!

I have had no further communication from Outsurance and the number Ive been given to contact this "legal Manager" is bogus . . . it doesnt even connect.

Great way to keep your clients happy . . . and you threaten to take your insurance elsewhere and they tell you to be cautious because "xyz" dont payout . . . well looks like I could be getting a whole lot better premium for my no payout elsewhere!!