7 Weeks After Being Violently ****** — Zero Response, Zero Accountability, Zero Service"

I was violently ****** of my business mobile phone on 31 March 2026 whilst travelling to a client meeting. I have been a loyal OUTsurance business customer for over 10 years with zero previous claims. My broker Jeanne Groenewald failed to advise me at inception of my policy that my business phone needed to be specified under Business All Risks cover — despite the fact that my MacBook Airs and Apple Watch were all specified on the same policy. When I raised this as a formal complaint he claimed I had declined the cover as it was 'too expensive.' This is categorically false and relates to an entirely separate personal insurance conversation. I have formally challenged him to produce the Record of Advice documenting this alleged decision. Since sending my formal complaint letter on 2 April 2026 the following has happened:

Jeanne went on sick leave for 13 days without forwarding my complaint to anyone When he finally responded he dismissed my complaint without reading my letter He submitted a claim whilst telling me it would be declined — showing zero advocacy on my behalf His manager Ronald Booysen has been copied on emails since 5 May and has not responded once Jeanne communicated via WhatsApp instead of email, sent me a photo of an email as proof of correspondence, and responded to a formal complaint about his conduct with a thumbs up emoji

It is now 16 May. Nearly seven weeks since the *******. No claim reference number. No formal written repudiation. No response from management. This is a complete failure of service and a breach of FAIS obligations. I am now escalating to the National Financial Ombud and the FAIS Ombud simultaneously. Policy number: OT***"