Third Party Claim - Unacceptable service

A third party claim was submitted to your offices on Monday, 21 May 2018 at 09h26. An e-mail with the below contents was received on same date at 09h28: “Thanks for your e-mail. We received it and the claim will be allocated to a Legal Liability advisor, who will contact you regarding the matter. Your reference number is: ********** 1”. Since 21 May 2018 no further communication was received from Outsurance. Monday, 28 May 2018 a follow up on the claim was done and did a consultant confirm that the claim has not been allocated yet. Bearing in mind the time duration it took for Outsurance to handle a claim being 4 – 6 weeks, we nevertheless attempted to follow up seeing that we required the claim to be attended to promptly. On even date, being 5 June 2018, a follow up was done to the business claim department. The consultant, Neritha, informed that the claim is not yet uploaded thus no advisor/agent was allocated to handle the claim. I have to say I am truly astonished and disappointed by the fact that no consultant has touched this claim in 11 working days. I find this unacceptable to say the least! The accident was caused by Outsurance`s client and now I have the bear the untasteful and lacking assistance from his insurance. I really am dependent from my vehicle as you can surely understand and the fact that it is not driveable should stress the fact that I need this claim to be addressed within the time frame indicated by Outsurance notwithstanding that all required documentation was provided to the company. Is this the type of company values they offer? Is my claim not important to Outsurance? I had only good things to hear from Outsurance however they have proven me wrong. I demand an explanation on why my claim was delayed and require their urgent attention to it.