Utterly Disappointing Service

Outsurance has poorly trained consultants assisting people with no consideration of their trauma and emotions due the accident . My partner has encountered an accident with the client of our insurance. They were contacted on the scene & given the necessary information and also approved information without doing thorough checks. We are third-party claimers unfortunately with no insurance currently due financial difficulties & we have been trying to get the insurance to assist us as their client is in the wrong (evidence available) and the Outsurance claims team has had no remorse in assisting us. Statements, reports & images were taken on the scene and they are not showing any sense urgency in assisting anybody who is a third-party claim especially if you don’t have insurance backing you up. We have spoken to several consultants from the claims department and a particular a woman named Roxanne had the nerve to belittle , be rude and yell at my partner in this time of frustration over the phone. There are recordings of these conversations where a call made to claims department where we spoke to Martinez who confirmed what we assume is the wrong information despite us disclosing our position (3rd party) to us and no one is taking accountability of that. In the interim of vehicle is accumulating cost in storage which was approved for towing by the mother of the driver who is the insured . No one from insurance has contacted us the third-party persons regarding the matter beside sending a link which we don’t agree with terms that may bind us instead when we call the claims department countless times where we are taken from pillar to post & continuously dodged by a particular consultant (Martinez). The last person we spoke to her name was Mbali from the same department (claims) and confirmed certain information to us and told us that will be in contacted before COB by legal but none of that has happened. If you’re a third-party claimer ,rest assured that your side of the matter will be treated with mediocrity and disrespect. The accident happened on the 15 January 2025 and until today a case has not been opened due to Outsurance claims department not taking us seriously only the insurer who put us is compromising position is being prioritised .