Terrible service and terrible experience

My OUTsured vehicle got broken into on Thursday night - most of the electrics were damaged and a lot of personal contents were ****** out of my car. I spoke to a guy called Melvin on the Thursday to be reassured I would be contacted first thing on Friday morning - its nearly 12 on Monday and still nothing. So I called to check what the status is only to be told nothing has been documented on the system - my car is in some ***** impound lot in JHB CBD and NO one has it written down that it's there - I am sitting without knowing where my car is, with no transport, and nothing documented on the system? Then when I call to hold while they find out what is happening. So Melvin didn't send a message to the claims department - Bonny in the lady in claims department was super, but I wonder how long I would have had to wait for this to get processed? Over and above this - the tow truck was late, leaving me vulnerable in the street where a crime has just been committed , my comprehensive cover isn't so comprehensive meaning I am R20K out of pocket, because Outsurance are just as ***** as normal ''insurance men' and don't explain what's covered or not in their documents. Shocking!!