Poor service experience

In May of 2018, my wife and kids were travelling back home from Johannesburg and was involved in an accident wherein they drove into a massive pothole/s which caused severe damage to my vehicle. The front bumper fell off as a result of the accident , as well as damage to two mag rims and tires and also damage to the front left fender. I contacted my insurer, namely , Outsurance and informed them of the incident and gave them the details of my wife ,as I was not accompanying them at the time. They called to and from my wife and myself to ensure that we were assisted. They arranged for a tow truck (unknown towing company) to tow the vehicle. The incident occurred just before a town named Wolmaranstad , where I suspect the vehicle was towed to. I asked for the car to be repaired in my home town of Vryburg. About a week or so later we received a call to inform us that our vehicle was transported to a panel beater in Vryburg , namely, Top Car Panelbeaters. We were never involved in the discussion as to what the condition of the vehicle and the nature of damage was , and also what the repairs to the vehicle entailed. A few weeks on I decided to do a follow-up and was told by said panel beater that the rims were sent for repairs and it would take about two weeks to be returned. I felt that because the vehicle was a high performance vehicle (BMW) they should have replaced the mag rims instead of repairing them, but was told that this was the instruction from the insurer. I was also further told by the said panel beater that a quote had already been done on the vehicle before arrival at the mentioned panel beater. I was not happy about the way in which the situation was handled, I was not involved and had no say in the matter of having the mag rims repaired or either replaced. We tried calling the service advisor to ask if the repair of the mag rims were SANS approved and if it was standard practice to having mag rims repaired and not replaced. The advisor in question was not aware of what SANS approved is or meant. The work was done which was authorized by the insurer and I was contacted by the panel beater to collect my vehicle. On arrival I was not satisfied by the work carried out , more especially the paint work on the vehicle. The vehicle was taken back and I was told that it would be corrected. I requested for further work to be done on the vehicle to which I excepted responsibility for payment. I was called again for collection and noticed that the work carried out was still not to a satisfactory standard. The paintwork again was not up to standard. The inserts around my fog lamps were not installed and was told by the panel beaters that they were not quoted for. This caused me some aggravation because I knew that my vehicle was equipped with these before the time of the incident. The said panel beater agreed that they would fit them, that they were on back order and would have them fitted as soon as they have arrived. I also had concerns that the fuel in my vehicle were not at the level it was before going for repairs, after some debate they looked at the footage they had and noticed that the fuel was indeed not at the level indicated on the photographs. They then agreed to have that topped-up to the correct level. While I was waiting to hear from the panel beaters as to when I can collect my vehicle , I was contacted again and informed by said panel beaters that the paint on the front bumper had quality issues and had cracked and had to go back to be painted. This was the third time the car had gone back as a result of poor workmanship and quality. I received a call from the said panel beater that the battery inside my vehicle was defective, on arrival my vehicle was on a lift inside the workshop of the panel beater, I noticed scratch marks on the left rear side of the vehicle, on the rear bumper and exhaust of the vehicle. I informed the panel beater that this was not previously on the vehicle and that it had to be included in the quotation for repair. The insurer , named Outsurance was contacted and informed of the extra work which needed to be done. I did not follow up and assumed that work was being carried out. When I eventually decided to follow up I was informed by the panel beater that no further work was authorized and that the damage was deemed not to be accident related. I was not informed by either the Panel beater or My Insurer: OUTSURANCE about the decision. I am totally disgusted and feel disgruntled with the unprofessionalism of both the repairer and insurer for not contacting me with relation to my query. As I am writing this I still have not had my vehicle in my possession since the incident. I have tried to contact the service advisor to inform the insurer of my concerns and was told by the advisor that I would be contacted by someone from the insurer within 24 hours. I have since not been contacted. I was contacted by the panel beater and informed that I can collect my vehicle and that no further work was and will be done, I decided to not take the vehicle into my possession seeing that I am not totally satisfied with the work carried out. The time taken to repair as well as the quality of work and workmanship is of concern to me. I feel undermined and undervalued as a paying customer. I do not no what to do with the poor service delivery I received from both the repairer and insurer in this regard. I just wish for my vehicle to be repaired to a satisfactory level and to have it returned to me in the same state it was before the time of the incident. The inconvenience of not having my vehicle for such a long time is starting to take its toll on us as a family , seeing that I had no courtesy vehicle and my own vehicle also had damage from the same night of the accident which I had to repair. My wife is expectant and it was risky having just the one vehicle all this time which was also not fit to be used. It is a real taxing and stressing situation that I wish could just be resolved as soon as possible. This experience has even made me feel to move to another insurer. If asked whether or not I would recommend OUTSURANCE , I don’t know if I would have a positive response. If there is anybody who has had or has a similar incident , could you kindly get into contact with me. I am considering all my options and have thought of involving the ombudsman to assist me in finalizing this matter. Or if you could advise me on what my options are. My contact details are as follows: ********** 488, William.