1 reviews | Active since Oct 2010
1 Year - Still no Vehicle after accident
here to start, my vehicle is insured with OUTsurance and I was paying a high premium as it was used for UBER and needed to be covered fully. There was an accident and the driver brought it to me for repairs, everything went well, and Outsurance repaired the sides and door for damages, there was a huge delay but that was because of the flooding in Durban and getting original parts. I drove it to the panel beaters they repaired it and then I took it back, Outsurance asked me to return it when they had the front bumper ready, I then noticed that the Automatic gearbox was a bit slippery and when I took it back to the panel beaters they said they were aware of it, because I am not the regular driver I was not sure if it was accident related so I asked them to check it.
Now this is where it gets tricky, they sent it for a checkup and have now broken the car and now they can't repair it. I just got an email asking where to tow it back to. It’s not even drivable, so not sure how an insurance company who I pay the premium too, expects to return a vehicle that isn’t even drivable. I drove it there, got it back then drove it back and now they want to tow it so now it’s beyond even what it was when the vehicle was taken in!
Today is 1 YEAR, yes thats right.... 1 YEAR since I have taken my car in for repairs, I paid the R7k access, all the monthly premiums and vehicle licensing, while it's been with Outsurance, I've also lost out on a year's income as it's a business. I believe that paying the highest premium meant that everything was covered.
I have been extremely patient even though I have been moved around from person to person. I really don't understand what's so tricky and complex about this, I've never claimed against this business policy nor was there a default of any payments. I have had it for many years now, but it is quite ridiculous why Outsurance are giving me a run around,
I've got multiple policies with Outsurance and am very concerned now that this is happening. Is this a common thing for Outsurance policy holders?
Not sure what their plan is but I can't just be expected to just accept this kind of treatment.
I have retained the fact pattern and I expect some sort of escalation, if a car is brought in and is now not even drivable shouldn’t there be an option to have this vehicle written off.
The best part! Outsurance will give me 3000 rands for the gearbox but they note that it probably won’t be drivable.
I plan to take this through the proper internal channels and then through external channels.
Your feedback was most concerning to read. We are very sorry about the inconvenience and frustration you have experienced up to now.
Our client liaison advisor, Ashlyn was in contact with you.
She explained why the vehicle had to be stripped at the time and confirmed the relevant damages were caused by wear and tear. All related correspondence was sent you, which was now established never reached you.
Ashlyn is attending to this and will provide you with proper feedback on the above,
Regards
The OUTsurance Team
Your feedback was most concerning to read. We are very sorry about the inconvenience and frustration you have experienced up to now.
Our client liaison advisor, Ashlyn was in contact with you.
She explained why the vehicle had to be stripped at the time and confirmed the relevant damages were caused by wear and tear. All related correspondence was sent you, which was now established never reached you.
Ashlyn is attending to this and will provide you with proper feedback on the above,
Regards
The OUTsurance Team
Shes looking for correspondence but sending me emails that I am copied in instead of looking for proof of an email where I was told that the car would not be drivable if I continue with the investigation or something along that line. Which she won't find because I did not take part in allowing the car to be broken. From my understanding they could not tell if it was accident related and need to get clarity therefore, they sent it for further investigations.
So, I'm still not sure what this has do with me, the car is broken, and you guys want to get rid of it, I drove the car into the panel beaters, drove it out after bodywork repairs, returned it for a gearbox that was just slipping a bit as it was not reported and now the car is a junk. Is there an insurance that Covers Outsurance negligence that I'm not aware of.
I am really disappointed in the treatment and the lack of willingness to get to the bottom of this, I have not done anything wrong but pay my premiums. I should not have to deal with this issue, I just want my car back the way I took it in.
Shes looking for correspondence but sending me emails that I am copied in instead of looking for proof of an email where I was told that the car would not be drivable if I continue with the investigation or something along that line. Which she won't find because I did not take part in allowing the car to be broken. From my understanding they could not tell if it was accident related and need to get clarity therefore, they sent it for further investigations.
So, I'm still not sure what this has do with me, the car is broken, and you guys want to get rid of it, I drove the car into the panel beaters, drove it out after bodywork repairs, returned it for a gearbox that was just slipping a bit as it was not reported and now the car is a junk. Is there an insurance that Covers Outsurance negligence that I'm not aware of.
I am really disappointed in the treatment and the lack of willingness to get to the bottom of this, I have not done anything wrong but pay my premiums. I should not have to deal with this issue, I just want my car back the way I took it in.
We requested our claims management team to arrange contact with you.
Regards
The OUTsurance Team
We requested our claims management team to arrange contact with you.
Regards
The OUTsurance Team
I decided to just take it and get on with life as it looks like they are not willing to do anything but threaten me with legal matters. I still don't understand how this is my fault and my problem.
I now find out that they still have the vehicle and don't want to update me on what's happening. Even the panel beaters are trying to assist but can't get any answers. A month ago, we agreed to get the vehicle towed back to the Panel beaters for the bumper repair and then I can get it back to my Mechanic for the gearbox repairs but now they still holding on to the vehicle and again my premium is being deducted without me having the vehicle or knowing what's going on. Can somebody please help me and take ownership of this as I really feel like I'm being victimized here, I'm really afraid what is going to be returned, when it is eventually returned it could be probably stripped and parts changed and missing cause nobody knows what's happening, I didn't expect this from such a big company.
I decided to just take it and get on with life as it looks like they are not willing to do anything but threaten me with legal matters. I still don't understand how this is my fault and my problem.
I now find out that they still have the vehicle and don't want to update me on what's happening. Even the panel beaters are trying to assist but can't get any answers. A month ago, we agreed to get the vehicle towed back to the Panel beaters for the bumper repair and then I can get it back to my Mechanic for the gearbox repairs but now they still holding on to the vehicle and again my premium is being deducted without me having the vehicle or knowing what's going on. Can somebody please help me and take ownership of this as I really feel like I'm being victimized here, I'm really afraid what is going to be returned, when it is eventually returned it could be probably stripped and parts changed and missing cause nobody knows what's happening, I didn't expect this from such a big company.