Poor Customer Service

Reasons why I was unhappy with the service: 1. The manner in which your advisor Whitley Smith handled the matter was not professional. My reason for saying this is that she did not consider that I am a client with your company for many years now and this being my first car claim was treated very unfairly. 2. I explained to her that I needed the issue resolved as soon as possible and all I got was excuses and telling me that this is how other clients with a similar issue handled it. She advised me to make calls to the agents to arrange the glass as this would speed up the process. Now this is not something that I would have expected for me to do . This shows no consideration for me as a customer. This is not part of my responsibility. I even took it on myself to call the agent to see if a glass was available, within 30 minutes I located a glass and I was even prepared to courier the glass myself. If I myself can do this , what stops your advisors from doing the same. 3. I told her that I will consider changing my insurance company if this is the service that I get from Outsurance . Her response was "I am sorry that you feel that way" That to me in my opinion shows that you as an advisor consider me as just a number. Is this the kind of behavioural answers or responses that your advisors are trained to give customers. Is this the kind of service that I expect from a large company like OUTSURANCE? Further to this she explained that her job was to be the middle person between Outsurance and the Glass Fitment company. As a customer I would expect nothing less than looking at my best interest as I do pay you for a service. 4. I asked to speak to her manager and I was told that she would escalate the matter to him and that he would contact me. To date I have had no response. The claim was submitted on 22 January 2026. 5. It has been a week today and my car is still without any glass. I have had no check in from your company. I have to keep following up with the Glass Company to follow progress. 6. I am really disappointed with the service from Outsurance. I have been with you for many years and to be treated in this manner , is totally frustrating , stressful and inexcusable. 7. I have now escalated this matter further.