Pathetic Service
I have had car insurance with Outsurance from 2011. 11 Years and this is my FIRST Car claim.
On 28th Feb I hit a pothole and on 01 March I contacted Outsurance  via the app for a claim as I  have cracked my rim and the tyre needed replacing.
They sent me a sms and said the Assessor will contact me. He called the next day and told me he will send me the details of what he requires to assess the car over whatsapp as he won’t be able to physically come and look at the car. I had to send him a reminder because he did not come back to me and tell me what he needed for the car to be assessed. I sent him the pics of the car later that day and he told me the service provider will contact m to bring my car in. On the 4th of March no one got back to me still so I sent him a message again and he replied saying they will contact me in 48hours (Which was already 48hours) on 7th March I go into contact again with the Assessor since no one contacted me he said the advisor will call me. 
A few days later after I called Outsurance again they managed to get the service provider to contact me only for him to tell me to bring my car in on the 22nd of March. I told them I cannot be driving with a spare tyre for all this time. I even asked them if I should find a service provider to assist in which they responded saying they would prefer using their own Service Providers. Outsurance than contacted me and said they have found a service provider to assist and they will be in contact me. They next day I called Outsurance again as no one contacted me back. They manage to contact Galliga Autobody and they asked me to bring my car in the next day or the same day I think I took my car to them on the 9th of March (Same day of the call). They took my tyre and rim in and said they will sort it out. They were even kind enough to give e a spare tyre in the meantime. 
On 14 March Galliga Autobody contacted me to let me know they could not find the same tyre so they would have to replace it with a different brand, which I agreed. 23rd March I asked them for an update and they replied the next day saying they working on it. They sent me pictures of the rim saying they are almost done with the rim but they sent a pic with a crack on the front of the rim. So I responded asking why does it still have a crack and they said the supplier said the crack has been fixed the pics they sent was before they fixed the crack. On 29th March, they sent me a whatsapp asking me if I could come in to have a look at the rim before they fit the tyre on it. They sent me pictures again of the rim and said it still has a crack but has been welded on the inside. They cannot weld on the outside as it a chrome rim and the welding will damage the rim more. They replied saying “They tried to log with the insurance for a new rim before we sent it for repairs but they said we must rather repair it”. I responded and said the insurance cannot expect me to drive with a cracked rim, in which they responded and said they will take it up with the insurance and let me know. They asked me to send the suppliers details of where I bought the rim which I did.
On 6th April I contacted Galliga Autobody and asked for an update. They responded saying they have contacted the insurance to pay me out for a new set of rims as they cannot find the same rim anywhere. On 11April  they messaged me to say that Outsurance have asked them to let me know that I must look for similar rims that I like and send them a quote. And Outsurance called me as well to ask me to go look for a rim and send them quotes as they cannot fix my old rim. I eventually found a rim and sent the quote through to Outsurance on 29 April. By the 3rd May I received no response from Outsurance even after constant emails to them. They eventually called me and said they will give me an update on what is happening with my claim as it was sent to the claims department on the same day. To date (16 May 2022) I have not had a response from Outsurance. I sent emails, I tried calling and I receive no contact back . The lady I have been dealing with Bronwyn has not contacted me even though I have left messages for her. Its been 77 Days and I am still driving around with a spare tyre and have received absolutely no joy from Outsurance. No returned phone calls, no return emails. The lady I have been dealing with has been on leave twice and no one else stands in for her to sort this out.