JL
Janet L
1 reviews | Active since Jul 2023
01 Dec 2025, 08:30
1 star Experience with OutSurance!
My experience with Outsurance has been nothing short of frustrating and disappointing. I have been waiting for my refund far beyond any reasonable timeframe, and despite numerous follow-ups, there seems to be absolutely no urgency from any of the agents or even management.
Not once has anyone taken proper ownership of my query. I’ve had to repeat myself over and over, and every time I contact them I receive empty assurances with no progress. This ongoing delay has left me out of pocket and has caused unnecessary financial strain—expenses that could have been avoided had Outsurance simply processed the refund I am rightfully owed.
What’s even worse is the lack of accountability. It genuinely feels like my case is being ignored, and the level of service I’ve received is nowhere near what Outsurance advertises. When clients trust an insurance company, the minimum expectation is efficiency, communication, and professionalism—unfortunately, I’ve experienced the exact opposite.
I am extremely disappointed and hope this review encourages Outsurance to urgently re-evaluate how they handle customers’ money and their overall service delivery.
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Replies (2)JL
Janet L's updateReviewer Update
02 Dec 2025, 17:40HelloPeter Review – OUTsurance Refund Issue
I am extremely disappointed with the treatment I received from OUTsurance regarding my refund query.
On 01 October, OUTsurance attempted a debit order which failed, and I was charged a R115 magtape unpaid fee by my bank. However, later on the same day, my bank statement clearly reflects three successful debit orders from OUTsurance — including the same initial premium that had supposedly “bounced”. These transactions all went through successfully, and at no point did I pay a second magtape unpaid fee.
Despite this, I was later debited again by OUTsurance for R126 after my policy was cancelled. I disputed this R126 with my bank and the bank refunded me immediately.
Yesterday I received a call from Keo, who claims to be a manager at OUTsurance, telling me that no refund is due to me. His explanation is factually incorrect and completely contradicts the proof reflected on my statements. He kept referring to the magtape unpaid fee and insisted that my balance “netted out”, which makes absolutely no sense when there were three successful OUTsurance debit orders processed after the failed one.
Keo claimed he “interrogated” my bank statements but somehow ignored the three successful debits and focused only on how my balance moved from R33 000 to R36 000 — while conveniently overlooking how my balance went from R12 000 to R8 000 specifically because of the multiple successful OUTsurance debits that were processed that same day.
I am now being spoken to as if I’m the one who is confused, when my bank statements clearly prove otherwise. OUTsurance cannot claim they “did not receive the funds” when the successful debit orders are right there in black and white on my statement.
This experience has been frustrating, dismissive, and unprofessional. I am requesting a proper investigation, acknowledgement of the three successful debits, and the refund owed to me.
I am extremely disappointed with the treatment I received from OUTsurance regarding my refund query.
On 01 October, OUTsurance attempted a debit order which failed, and I was charged a R115 magtape unpaid fee by my bank. However, later on the same day, my bank statement clearly reflects three successful debit orders from OUTsurance — including the same initial premium that had supposedly “bounced”. These transactions all went through successfully, and at no point did I pay a second magtape unpaid fee.
Despite this, I was later debited again by OUTsurance for R126 after my policy was cancelled. I disputed this R126 with my bank and the bank refunded me immediately.
Yesterday I received a call from Keo, who claims to be a manager at OUTsurance, telling me that no refund is due to me. His explanation is factually incorrect and completely contradicts the proof reflected on my statements. He kept referring to the magtape unpaid fee and insisted that my balance “netted out”, which makes absolutely no sense when there were three successful OUTsurance debit orders processed after the failed one.
Keo claimed he “interrogated” my bank statements but somehow ignored the three successful debits and focused only on how my balance moved from R33 000 to R36 000 — while conveniently overlooking how my balance went from R12 000 to R8 000 specifically because of the multiple successful OUTsurance debits that were processed that same day.
I am now being spoken to as if I’m the one who is confused, when my bank statements clearly prove otherwise. OUTsurance cannot claim they “did not receive the funds” when the successful debit orders are right there in black and white on my statement.
This experience has been frustrating, dismissive, and unprofessional. I am requesting a proper investigation, acknowledgement of the three successful debits, and the refund owed to me.
JL
Janet L's update02 Dec 2025, 17:40
Reviewer Update
HelloPeter Review – OUTsurance Refund Issue
I am extremely disappointed with the treatment I received from OUTsurance regarding my refund query.
On 01 October, OUTsurance attempted a debit order which failed, and I was charged a R115 magtape unpaid fee by my bank. However, later on the same day, my bank statement clearly reflects three successful debit orders from OUTsurance — including the same initial premium that had supposedly “bounced”. These transactions all went through successfully, and at no point did I pay a second magtape unpaid fee.
Despite this, I was later debited again by OUTsurance for R126 after my policy was cancelled. I disputed this R126 with my bank and the bank refunded me immediately.
Yesterday I received a call from Keo, who claims to be a manager at OUTsurance, telling me that no refund is due to me. His explanation is factually incorrect and completely contradicts the proof reflected on my statements. He kept referring to the magtape unpaid fee and insisted that my balance “netted out”, which makes absolutely no sense when there were three successful OUTsurance debit orders processed after the failed one.
Keo claimed he “interrogated” my bank statements but somehow ignored the three successful debits and focused only on how my balance moved from R33 000 to R36 000 — while conveniently overlooking how my balance went from R12 000 to R8 000 specifically because of the multiple successful OUTsurance debits that were processed that same day.
I am now being spoken to as if I’m the one who is confused, when my bank statements clearly prove otherwise. OUTsurance cannot claim they “did not receive the funds” when the successful debit orders are right there in black and white on my statement.
This experience has been frustrating, dismissive, and unprofessional. I am requesting a proper investigation, acknowledgement of the three successful debits, and the refund owed to me.
I am extremely disappointed with the treatment I received from OUTsurance regarding my refund query.
On 01 October, OUTsurance attempted a debit order which failed, and I was charged a R115 magtape unpaid fee by my bank. However, later on the same day, my bank statement clearly reflects three successful debit orders from OUTsurance — including the same initial premium that had supposedly “bounced”. These transactions all went through successfully, and at no point did I pay a second magtape unpaid fee.
Despite this, I was later debited again by OUTsurance for R126 after my policy was cancelled. I disputed this R126 with my bank and the bank refunded me immediately.
Yesterday I received a call from Keo, who claims to be a manager at OUTsurance, telling me that no refund is due to me. His explanation is factually incorrect and completely contradicts the proof reflected on my statements. He kept referring to the magtape unpaid fee and insisted that my balance “netted out”, which makes absolutely no sense when there were three successful OUTsurance debit orders processed after the failed one.
Keo claimed he “interrogated” my bank statements but somehow ignored the three successful debits and focused only on how my balance moved from R33 000 to R36 000 — while conveniently overlooking how my balance went from R12 000 to R8 000 specifically because of the multiple successful OUTsurance debits that were processed that same day.
I am now being spoken to as if I’m the one who is confused, when my bank statements clearly prove otherwise. OUTsurance cannot claim they “did not receive the funds” when the successful debit orders are right there in black and white on my statement.
This experience has been frustrating, dismissive, and unprofessional. I am requesting a proper investigation, acknowledgement of the three successful debits, and the refund owed to me.
OUTsurance's replyOfficial
08 Dec 2025, 11:46Good day Janet,
Thank you for bringing your concerns to our attention.
Our client services manager, Keo, contacted you to apologise for your experience with us. Keo advised you that we never collected any premium therefore there isn't a refund due. We have addressed the lapse in service accordingly.
We do apologise for the poor service experience.
Regards,
The OUTsurance Team
Thank you for bringing your concerns to our attention.
Our client services manager, Keo, contacted you to apologise for your experience with us. Keo advised you that we never collected any premium therefore there isn't a refund due. We have addressed the lapse in service accordingly.
We do apologise for the poor service experience.
Regards,
The OUTsurance Team
OUTsurance's reply08 Dec 2025, 11:46
Official
Good day Janet,
Thank you for bringing your concerns to our attention.
Our client services manager, Keo, contacted you to apologise for your experience with us. Keo advised you that we never collected any premium therefore there isn't a refund due. We have addressed the lapse in service accordingly.
We do apologise for the poor service experience.
Regards,
The OUTsurance Team
Thank you for bringing your concerns to our attention.
Our client services manager, Keo, contacted you to apologise for your experience with us. Keo advised you that we never collected any premium therefore there isn't a refund due. We have addressed the lapse in service accordingly.
We do apologise for the poor service experience.
Regards,
The OUTsurance Team