Poor service consultant

Our car was damaged with the flooding at Umhlanga Rocks on Saturday evening . I immediately called OUTsurance on Sunday morning . The lady by the name of Pamela , said she will give the information to the claims department on Monday morning. Not received a response and ever since it’s been a reactive communication. Our claim advisor does not respond to email messages .This is the first time we are making a claim and am extremely disappointed with OUTsurance, let’s hope it’s not the organization but the consultant Mbali Zwane. She certainly doing her company a disfavour