1 reviews | Active since Jul 2023
Absoultely Shameful and Deceptive Company - Stay Away
By far the worst insurance company out there. Be wary. I put in a claim after a break-in, only to be told my 'contents' are not actual contents - items like my pressure cleaner, ladder, bicycle, gym equipment, etc. - were all ******.
Imagine this, you return home in the evening and discover your yard was broken into - gates broken, fence damaged - you're shocked, its late and dark, so you don't know the extent of what's missing/damaged. You do notice all your copper pipes and taps are ******. The next day you report the incident and begin a claim - this is the real nightmare of the whole ordeal - you're asked to jump through hoops by being asked questions such as, "did you have taps outside, can you prove this with pictures?" .... Days go by, you discover just how much has been taken - still shocked, you inquire about your claim, only to be asked for more proof that you actually owned the items you are claiming for. You find random pictures of your pets which contain in the background some of the ****** items, all of which you send, but to no avail. Time passes and the plumbers are waiting to be paid, fencing and gates remain damaged, leaving you vulnerable to another break in - but no response comes from the Claims dept. other than saying 'just hold on'. After two weeks, an assessor calls to state that your claim is being denied due to your household items not being covered as contents, and to top it off, you're offered Out and About Cover, because this is somehow necessary for items that never leave your yard. How would you feel?
When they want you to add to your policy, they constantly call and sound so great over the phone, but when you're in a crises, they do their best NOT TO HELP YOU.
I cannot see how household items like garden hoses, spades, rakes, air compressors, gym equipment, speakers, pressure cleaners and the like would need a specialised out and about cover in order to be covered as household contents.
It's sad that this is the response I got after years of paying monthly premiums of thousands of Rands and being a loyal client. Will be finding another insurer and encouraging others to do so as well.
We received feedback from our claims manager, confirming the rejection of the claim was discussed.
Since the items claimed for were outside and not locked in an outbuilding, there will be no cover. This is a specific exclusion in our policy wording.
A client care advisor will make contact to discuss additional cover for future similar incidents available at additional premium.
We are sorry about the financial loss you have incurred following the rejection of your claim and thank you for allowing us the opportunity to have discussed the matter.
Regards
The OUTsurance Team
We received feedback from our claims manager, confirming the rejection of the claim was discussed.
Since the items claimed for were outside and not locked in an outbuilding, there will be no cover. This is a specific exclusion in our policy wording.
A client care advisor will make contact to discuss additional cover for future similar incidents available at additional premium.
We are sorry about the financial loss you have incurred following the rejection of your claim and thank you for allowing us the opportunity to have discussed the matter.
Regards
The OUTsurance Team
The information you publicly responded with - that the items that were claimed for were outside and not in a locked outbuilding is simply incorrect - my claim explicitly states that my items were ****** from an enclosed, sheltered, walled, and gated storage area within my yard. Secondly, the claims department decides to state that garden items are not covered and therefore are not settling my claim - a hose and spade were only two of the numerous household items ****** from us - extension cord, music speakers, home gym equipment worth thousands, a bicycle, and various other home and utility items. You rep**** publicly very quickly - but nearly one month after my claim I am still stuck in daily back and forth emails with the claims dept - regarding what they consider as 'outside' vs inside - which was clearly proven that my items were inside; then, for no other reason than wanting to admit the fault lies with Outsurance, a claims officer emails me saying we do not reject but we will not be paying - what nonsensical logic and unprofessional service is this? Leaving loyal clients without the ability to replace daily items and adding insult to injury by delaying the settlement process without providing any clauses or statements or policy wording that states household items such as pressure cleaners, air compressors, etc, etc. are not considered contents and require 'special out and about cover', and falsely claiming that my items were left "outside" - to stress, they were INSIDE a locked, gated, walled, tiled and fenced structure within the premises. Monumentally ********** service from the Claims and Admin departments.
The information you publicly responded with - that the items that were claimed for were outside and not in a locked outbuilding is simply incorrect - my claim explicitly states that my items were ****** from an enclosed, sheltered, walled, and gated storage area within my yard. Secondly, the claims department decides to state that garden items are not covered and therefore are not settling my claim - a hose and spade were only two of the numerous household items ****** from us - extension cord, music speakers, home gym equipment worth thousands, a bicycle, and various other home and utility items. You rep**** publicly very quickly - but nearly one month after my claim I am still stuck in daily back and forth emails with the claims dept - regarding what they consider as 'outside' vs inside - which was clearly proven that my items were inside; then, for no other reason than wanting to admit the fault lies with Outsurance, a claims officer emails me saying we do not reject but we will not be paying - what nonsensical logic and unprofessional service is this? Leaving loyal clients without the ability to replace daily items and adding insult to injury by delaying the settlement process without providing any clauses or statements or policy wording that states household items such as pressure cleaners, air compressors, etc, etc. are not considered contents and require 'special out and about cover', and falsely claiming that my items were left "outside" - to stress, they were INSIDE a locked, gated, walled, tiled and fenced structure within the premises. Monumentally ********** service from the Claims and Admin departments.