Terrible Customer treatment, Lies and deceit!

Claiming as a third party from Outsurance feels so dehumanizing. For three months I am told of consultants who are currently on the line, on leave, or whatever excuse they can conjure. I recently called, a lady called faith said the responsible consultant was on a call, only to find out she was actually on leave; what utter lies. I am being punished for an accident which WAS NOT MY FAULT. Terrible, Heartless and disgusting treatment of the public. In the age of the FSCA, how can such behavior be condoned!!!!