Terrible service!

About 6 weeks ago i was involved in a car accident. I put in a third-party claim with Outsurance as their client was at fault. They advise you that they do not follow up with you, that is your responsibility - Terrible Service. I called back to hear that they will only cover 60% of the claim as I was suppose to turn out, drive over a curb and into a tree with my 4 yr old son in the back. Manana says she will forward me the offer and since then it's been 2 weeks and still no email, no response to all the calls but I get a reference numbers for my calls... What is the point to that? seriously? They assured me that she will get back to me by today even though it's a public holiday, called back today and the department is closed. Terrible service Outsurance, is this how you deal with third-party clients? Wow!!