REFUSAL TO APPROVE A NEW PART AND POOR CUSTOMER SERVICE

I lodged a claim to replace a cracked headlamp unit of my Jeep Grand Cherokee on the 07 February 2022. I was away for a week and could not take my car to a panel beater for a replacement headlamp. The rest of the period has been engagement between the panel beater, OUTsurance and OUTsurance assessors. The panel beater told me that the assessors sources a second-hand headlamp and it was an incorrect part. The panel beater submitted a quotation for OUTsurance to supply a new headlamp and OUTsurance refused to approval a new part claiming that if a vehicle is out of warranty, they can supply a used part. They sourced another headlamp and according to the panel beater, the 2nd second-hand part still does not work. I am still waiting for the headlamp to be replaced but OUTsurance is refusing to approve the purchase of a new unit that is available from the suppliers. I have paid monthly insurance premiums in full and on time and I have also paid the access amount in full. I am extremely disappointed and frustrated by OUTsurance and their refusal to approve a new genuine part for my vehicle. I have spoken to a number of OUTsurance officials to no vail.