69 Year Old Treated Unfairly

My elderly mom of 69 has been a loyal client of Outsurance for the past 18 years. In that time she had one claim for hail damage to her vehicle after we had a massive hail storm in town.

With road repairs in progress in town on the 16th of October 2024, my mom drove over something in the road and damaged the undercarriage of her vehicle. She reported the incident to Outsurance and a repairer to the vehicle was appointed. After numerous calls to Outsurance and the repairer it was decided by Outsurance that the part on the vehicle that needs replacing is a "wear and tear" item and that they will not be replacing the item.

My mom is being exposed to "bully" tactics from Outsurance from day one after she opened this claim and her claims advisor does not return her calls or give her feedback. In the mean time she had trouble getting car hire from Outsurance as they delivered the wrong vehicle to her, a manual vehicle after she told Outsurance that she needed an automatic vehicle. It took Outsurance 4 days to rectify this mistake and swop the manual with an automatic.

To date we have still not had any feedback from Outsurance concerning the replacement of the damaged part after we complaint about the outcome. It is stressing my mom out and she is feeling depress and very drained. She feels let down by her insurer who she has been loyal to for many years.

I will be lodging a complaint with the Short Term Insurance Ombudsman today and will also be posting this ruthless and careless behaviour from Outsurance on Social media experienced by my mom. Shame on you Outsurance.