6-Month Ordeal with OUTsurance – Extremely Disappointed

I am writing this review after a frustrating and disheartening 6-month experience with OUTsurance.

On the 7th of October 2024, I was involved in a motor vehicle accident in Umhlanga Ridge. The other driver is an OUTsurance client. Important to mention — at the time of the accident, my vehicle was not insured as I was in between insurers for a month. The accident happened as I was exiting a traffic circle when the OUTsurance client collided with the mid and front sections of my vehicle.

Immediately after the accident, the OUTsurance client profusely apologized, admitting fault and stating that he "blanked out" because he had just written an exam. I informed him that I was currently uninsured, and he assured me that his insurance would take care of the matter.

I submitted my third-party claim to OUTsurance in November 2024, and since then it has been an uphill battle. My claim has been refuted repeatedly, despite my providing all necessary documentation and evidence to validate my case. I have no idea what version of events the OUTsurance client submitted, but it reflects a shocking lack of integrity and responsibility.

The damage to my vehicle amounts to approximately R75,000. As a 21-year-old first-time car owner, this has been a financially and emotionally devastating experience. Throughout this process, my attempts to contact OUTsurance have been met with endless excuses and evasiveness. The individual handling my claim has not answered any of my calls despite me having his direct line and calling multiple times. On several occasions, when I called the contact centre to be transferred to him, I was told he was unavailable. When I asked when it would be a suitable time to call, the consultant’s response was “I don’t know,” with no further assistance.

To make matters worse, when I eventually contacted the OUTsurance client directly in March 2025, his response was, “I thought your car was sorted out months ago.”

This entire ordeal has left me exhausted, defeated, and with no other resort. I have call logs and records to substantiate my experience. This is not the level of service or accountability one expects from a major insurer like OUTsurance. I feel completely disregarded and unsupported in this matter.

I sincerely hope OUTsurance takes this matter seriously and re-evaluates the way they handle third-party claims.