Third party claim ******* !

I am absolutely appalled by the pathetic service I am receiving from your legal consultant Anina Williams. Your client drove into my brand new vehicle on the 20th June 2018. I have been given the run around and a number of excuses that vary from insufficient photos etc which has resulted in a delay. Yet she confirmed that all was in order when I sent the initial email, I send everything through together with a quote of R21k from RenewIt Randburg to have the vehicle repaired. I then get offered R10k to fix it through Dent Doctor Randburg. I was informed that Outsurance recieves a discount in labour and I should use them to repair the vehicle. I disputed this as there is a 50% difference in price . I take the vehicle to Dent Doctor Randburg who assess the vehicle physically and not through pictures and quote R37k to fix. I send this through to legal. I get no feedback until I follow up only to get told that they will offer me R20k to fix the vehicle and that Dent Doctor agreed to this with your assessor via the phone. I call Dent Doctor to enquire about the difference in price only to be informed that they were never ever contacted. I call Anina back and express my frustration and ask her if you deal with all your clients in this manner? She said yes, you are a third party and this is how we deal with it. She also told me that I can fix the car with Renew it and pay the difference of about R600. Also that I should have fixed the car through my own insurance and should have avoided all the issues! I asked her why I should pay anything as it wasn't my fault and your client has admitted guilt. Seriously???? Is this the pathetic level of service from an insurance company that claims to be one of the best?? I am an Outsurance client myself and I shudder to think that should I need to claim from my policy I will be met with this unacceptable service. I asked her to escalate the matter and give me feedback by this afternoon or tomorrow am, to which she responded that she can't guarantee that and she will give me feedback when she gets it! The accident happened on the 20 June, it is now the 7th November! I also think it to be highly ********* to be "quoting" on behalf of Dent Doctor Randburg without you having made any contact with them! I am shocked and disappointed at this low level of service and a seriously bad attitude!