Shocking and disappointing experience

Absolutely shocking customer service and claims handling! I've never had an issue with Outsurance before but this one situation that entailed a simple, straightforward accident has resulted in the worst experience I have ever had! The third party admitted fault, gave all his and his insurer's details, filed a police accident report and did everything that was necessary and yet Outsurance has now told me that they are closing my claim without recovering my excess of R7200 because the other party is non- responsive! How does this make any sense? I have been a loyal customer and now I'm out of pocket because my insurers aren't bothered to chase the other insurance company. I'm beyond angry and disappointed. I'll NEVER go with Outsurance again or recommend them to anyone!