Shame on you, Outsurance

My car was scratched. I informed Outsurance. They asked me to go to an assessment centre. I did so. I had to ask for feedback as they did not see fit to give it of their own accord. They tell me the damage is too small to warrant losing my out bonus. They then say they will let me know which two accredited panelbeaters I can take the car to for the repairs. Still have not heard from them. Outsurance was once so professional. What happened? Shame on you