Poor Service

I lodged a claim on the 16th April 2015. Claim was authorised 2 weeks later, confirmed a write off. I i formed Sandile that i had credit shortfall with them and then he said he will request the HPi agreement from Wesbank, that was the last time i heard from Sandile. I sent him a mail asking for feedback and that he contact me and not my fiance as he is unavailable, he didn't bother phoning. I then have been phoning outsurance asking for feedback when the claim will be settled. Today i get a phonecall from the salvage dept. Telling me they will only be paying a certain amount, inly when i asked about the credit shortfall did she say she will follow up. I have asked to speak to a manager no one has phoned me so far. I am so disappointed with Outsurance, i want to buy a new car and i sure it with you but reconsidering after this service i am receiving.