Worst claim experience

I had an accident on 12 March 2026 just after 18:00, where my front tyre of my Chev Aveo burst while driving, forcing me into oncoming traffic. I managed to get the vehicle off the highway, and minimise damages.

My husband came out to help me as it was getting dark and my 2 children were with me in the vehicle.

On Monday, 16 March 2026, the accident was reported to my Broker. She said she will report the claim, and the claims department will call me back.

And on this same day, I found out that the broker did not allocate Car Hire on the policy, which I assumed was done, as I sent her the copy of my previous policy with Outsurance.

Great was my shock when she and the call centre just brushed this off as nothing. I am highly dissatisfied with the way this was handled when I am in need.

I remember specifically telling her that I do not work in the same town as I stay. The matter was reported to her manager, but to date nobody called me to try and help me with this situation.

After numerous attempts to get feedback regarding the registration of my claim, I decided to register the claim on the APP.

The car was collected on Tuesday, 17 March 2026, and taken to Neat and Easy in Piketberg on 18 March 2026, after I specifically indicated on the app that I wanted the car to be brought to Malmesbury, as I work in Malmesbury.

On Thursday, 19 March 2026, I received a quote from Outsurance, that only covered the damage to the body of the vehicle, but none of the damage underneath the vehicle.

Again, after asking what about the other damages, it was just shrugged off as not important.

From the day the claim was registered up to today, not a single person contacted me for any information from my side regarding the damages I saw on the vehicle.

My husband contacted Neat and Easy to ask about the damages underneath the vehicle, and they did not even know about it.

Outsurance makes me feel like a ******** for registering this claim. I did not ask for this to happen, and I get treated like my old car and the damages are not important.

I still have quite a few questions regarding the claim and damages.

If I was driving a new Mercedes Benz, would I be getting be the same treatment as I do now??

And no feedback on the car hire is just the cherry on the cake.

On 27 March, Neat and Easy let me know that the additional claim for the damages underneath the car was rejected by Outsurance. The towing company took pictures of all the damages, and knew exactly what was damaged. But this doesn't seem to count now. And nothing is being said about replacing the burst tyre as well.

I do not understand why Outsurance does not contact me to discuss this claim. They just reject left and right.

What about my account of the accident. I even went to the police station straight after the accident to get a case number, stating what happened, but it seems outsurance is not interested to help me get all the damages fixed.