Outsurance Conversion
 SUPPLIER |
Outsurance |
 INDUSTRY |
Insurance |
| BRANCH / AREA | HQ | COUNTRY | South Africa |
| TIME / DATE | 13:39 Mon 23 Jan | PERSON RESPONSIBLE | Multiple People |
| CUSTOMER | RokusRookie | View all reports by user |
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| PROBLEM | Feedback / Response |
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| INCIDENT | Mon 23 Jan | ||
| HEADLINE | Such a shame |
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| I realised on 6 Jan 2012 I was paying for 2 items, @ 2 different insurances, Outsurance being 1. Tiisetso Adams dealt with my query and said a refund will be concluded in 5 working days, an sms confirming this. After 7 working days, after not receiving the cash, I decided to called Outsurance to see what is up. El'Louise van Eck confirmed that management declined my request as schedule from the other insurance never stated the inception date per item. Problem 1: No 1 called me and ask to organise a document like this. I sent them the document confirming the inception date. El'Louise phone me back and confirmed everything was in order and approved. 3 working days later, and sceptical, nothing happened in my account, so I phoned again. Lesego Mogamisi informed me that it was again declined because there was no end date on the other policy. Problem 2: Same as above. Lesego confirmed after phoning the other insurance house that all is in order, and the payment is loaded. I have cancelled with Outsurance after 2 weeks of agony. This is not about the money. I am close in receiving my out bonus, but feel far from receiving good service. If this happened in a emergency situation... | |||
| SUPPLIER'S RESPONSE | Outsurance | Time and Date | 09:51:24 | Tue 24 Jan 12 |
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Hello RokusRookie, Thank you for bringing the matter to our attention. Your are rightfully disappointed and we are truly sorry about the constant inaccurate information we supplied. Our Client Care manager, Shannon contacted you and apologised for the prolonged period of time it took to finalise the refund for you. She furthermore apologised for the incorrect information you were provided with. Thank you for providing us the opportunity to rectify the matter for you. Regards Dinky |
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| CUSTOMER'S FEEDBACK | RokusRookie | Time and Date | 08:53:25 | Thu 26 Jan 12 |
| Quite Impressed: The star in this episode was Lesego. If it was her helping me from day 1, i would have been an Outsurance customer still. She kept me informed all the time, with the good and bad, and that is all I wanted from the start. This was never about the money, and i think i proved this when i cancelled so close to my outbonus. I did not want to have this experience if any thing happened and i had to go through this in a tramatic time. Thank you Lesego and keep on setting the bar so high in service | |||
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