***- Claim number

I am extremely disappointed with the service I've received from Outsurance. I had a review done and my premiums sky rocketed. I asked them why and i was given various reasons of which they relooked at the increase and reduced it somewhat. We evaluated the excesses of which I reduced. The agent advised that she couldn't reduce the excess on the glass and I said to her impossible as I work for a financial institution myself. She said she will refer it to her manager and called me back while I was in a meeting. I told her I was in a meeting and was unable to talk- she said that she needed to GO HOME so wanted to conclude.

Subsequent to that someone bumped into our car...

- A claim was submitted, my advisor was Adele she advised to send pictures via watsapp to the assessor - This was done and than I received a message that i should take the car in for assessment and than a cancellation. I messaged the digital assessor and the response i received was to call the call centre. - I called in and was told Adele was not available thereadter Adele was not in and than redirected to another claims advisor. - I spoke to Lynette regarding my excess and the change and told her to listen to the calls. Nobody ever got back to me till i called in as my excess amounts is incorrect because I reduced it. - I called in a weekend later again and Tracey said to me oh its not Outsurance fault- i told her please get quality to listen to both calls. - Today i spoke to Molefe and he advised that it was their fault and the new excess will be app****. - I asked that they pay me out and i will get the vehicle fixed as I am not impressed with the service. He says to me they no longer do that. - I received changes that was made to there claims procedure in June and this is how they would settle a claim- see below:

Claims Our responsibilities We have the choice to settle your claim in any of the following ways: - paying out cash to you - repairing the damage at a repairer of our choice - replacing the item at a supplier of our choice - any combination of the above

The above is verbatim as per there policy wording.

I am disgusted and at my wits end- No manager bothers to call me back. They are always in meetings and never bother to call or email. Molefe said that a manager would call me back but i have lost all faith.

I have been a client for the past 15 years and this is the service i receive. I think the company has grown so big that attention to detail has taken a backseat.