Absolutely ********** Service from OUTsurance After Flood Damage to My Home

Absolutely ********** Service from OUTsurance After Flood Damage to My Home

My home flooded during the early hours of Wednesday last week, causing extensive damage to my property. The carpets in my children’s two bedrooms were completely soaked and remain unusable. The entire house skirting has been badly affected by the water and has swollen and deteriorated due to the moisture. The bottom sections of my kitchen cupboards are now rotting.

I contacted OUTsurance on Wednesday morning to lodge a building insurance claim. I was contacted by an assessor named Emmanuel, who advised that TRACON Building and Renovation had been appointed to assess the damage.

TRACON then contacted me to say they would come assess the property — nobody arrived.

On Thursday, I followed up with Emmanuel via WhatsApp. My message was ignored.

By Friday, my drains were blocked with mud, my house smelled unbearable, and parts of my home had become uninhabitable. I contacted Emmanuel again out of frustration, and he promised to follow up with TRACON. TRACON then advised they would only come on Monday, despite the urgency of the situation.

After insisting that the matter could not wait, two gentlemen eventually came to my property. Unfortunately, they appeared completely unaware of why they had been sent. They merely took photos and advised that I would hear from OUTsurance on Monday.

On Monday, I contacted OUTsurance again and was told they were still waiting for the assessor’s report. I once again messaged Emmanuel — my message was ignored.

Almost a week later, I still have no proper feedback on my claim, no emergency assistance, no repairs underway, and no communication from the assessor. In the meantime, I had to pay privately to get one of the drains unblocked while my home continues to smell unbearable and the damage worsens daily.

This level of service is shocking, unacceptable, and extremely disappointing from a company entrusted with handling emergency building insurance claims. I am paying for insurance precisely for situations like this, yet I have effectively been left to deal with a deteriorating and unhealthy living environment on my own.

OUTsurance urgently needs to improve its claims handling process, communication, and sense of urgency when dealing with clients facing genuine emergencies.