Worst Service Client service ever

I have been a client with outsurance for almost 6 years. This is the first time ever making a claim I am unaware of the process and nobody bothered to call me unless I called them first for updates. Problem 1 they telling me they can't assist me as I need to take my claim to court (evidence and witness statements provided) I need to pay my excess as I am unable to claim from the guilty party as they belong to the same insurance. Problem 2 my car was driven by the yard where it was sent for evaluation! Problem 3 car was sent to panel beater that keeps adding a week to labour every time we call. It's been almost a month and I can count on my fingers every time Outsurance has called me with any update or advise. They spent so much money on putting their name out there but can't give loyal clients a call