Why do we pay premiums if we are not helped when the issue we paid for arrives.

My car was in an accident about 2 months ago. My boot was damaged so my car was sent to Wynberg Panel Beaters to get fixed which I claimed from Outsurance. My boot was not properly fixed,as it no longer closes anymore. Thus I am unable to drive my car anymore. I have to use Ubers to work which is very expensive considering a have a car sitting at home. I laid a complaint against the panel beaters. And Prisca Mahlobogoane was assigned as my liason advisor. She has only called me twice. And every time I try to call her, she is never available. I've never been so disappointed in Outsurance. I expected better customer service from them.