Abysmal service
<p>Claim number ********** 82</p> <p>Have a problem with a pipe that had a slight leak. I reported the matter to Outsurance. They asked me to get a quote that I did and sent trough to them. They were not happy with the quote and told me that I will be contacted by one of their contractors.</p> <p>Well it has been 2 weeks and no one has contacted me in spite of numerous phone calls and e-mails. The relatively small leak has now grown into a major problem with water squirting out of the wall. It is so bad that I had to disconnect my water supply on Sunday. Numerous phone calls later as well as a couple of e-mails and we are at Tuesday with absolutely nothing being done.</p> <p>The damage has now progressed to the stage where the floor and wall has cracked rather badly. From a situation where we were looking at the replacement of some pipes we are now at major repairs that involving the foundations.</p> <p>While Outsurance is sleeping I have a house crumbling around me while I sit with the discomfort of having no running water.</p>
Please accept our sincere apologies for the very disappointing service which resulted in so much frustration and inconvenience.
Our claims manager, Cardo also contacted you and provided you with an update on arrangements being made to attend to the repair work outstanding.
Since a further delay has now been experienced with the service provider, you were kind enough to agree making arrangements with a plumber of your choice to provide us with a quote, which we appreciate!
We endeavour finalising the claim for you as soon as possible.
Regards
Dinky
Please accept our sincere apologies for the very disappointing service which resulted in so much frustration and inconvenience.
Our claims manager, Cardo also contacted you and provided you with an update on arrangements being made to attend to the repair work outstanding.
Since a further delay has now been experienced with the service provider, you were kind enough to agree making arrangements with a plumber of your choice to provide us with a quote, which we appreciate!
We endeavour finalising the claim for you as soon as possible.
Regards
Dinky
So we are at Thursday afternoon and still no water. After my complaint Outsurance did contact me and made nice promises. Still nothing happed. I sent them a couple of e-mails..... no reply. Now the “service provider” they were going to send never materialized, except for a call saying that someone will contact me, maybe tomorrow or the day after tomorrow. I tried to explain to the lady that I am without water. No response.
I got hold of Outsurance again, but had to speak to the “pool” since my adviser was not available, but then he never is. She promised me that she would find out what was happening and, believe it or not she did come back to me within a few minutes. Might it be that there are people at Outsurance that give good service? I did not like her news though. It seems that the “Service Provider” appointed by Outsurance to fix the burst pipe does not do plumbing. It must have been a huge surprise since they were too surprised to tell me that I have been waiting in vain, sitting without water in the house since the weekend.
So eventually on a Thursday afternoon I am told to get a plumber myself, since Outsurance could not be bothered. The problem is that they rejected the quote from my plumber. That is now since the 13th of January that we have progressed to exactly where we were- get your own plumber. Now PE might be a city but you are not going to get a plumber to do an out of town job in the afternoon. Yet another day me and my family get to spend without the comfort of running water, but that is just fine, Outsurance collected their premium.
It seem that there are some people that work at Outsurance that do care, I mean someone actually called me back after promising to do just that, un-heard of what!
Since I am not prepared to sit another 24 hours without water I will go home tonight knock a hole in the wall and repair the pipes myself. I should have done that from the beginning. Who is going to repair the wall? Well I thought I was insured for that, but then I might be wrong. I also thought the pipes in the wall were insured. Maybe if I speak to my bondholder bank they might feel like asking the insurance company nicely to protect their investment.
But at least I will have water.
So we are at Thursday afternoon and still no water. After my complaint Outsurance did contact me and made nice promises. Still nothing happed. I sent them a couple of e-mails..... no reply. Now the “service provider” they were going to send never materialized, except for a call saying that someone will contact me, maybe tomorrow or the day after tomorrow. I tried to explain to the lady that I am without water. No response.
I got hold of Outsurance again, but had to speak to the “pool” since my adviser was not available, but then he never is. She promised me that she would find out what was happening and, believe it or not she did come back to me within a few minutes. Might it be that there are people at Outsurance that give good service? I did not like her news though. It seems that the “Service Provider” appointed by Outsurance to fix the burst pipe does not do plumbing. It must have been a huge surprise since they were too surprised to tell me that I have been waiting in vain, sitting without water in the house since the weekend.
So eventually on a Thursday afternoon I am told to get a plumber myself, since Outsurance could not be bothered. The problem is that they rejected the quote from my plumber. That is now since the 13th of January that we have progressed to exactly where we were- get your own plumber. Now PE might be a city but you are not going to get a plumber to do an out of town job in the afternoon. Yet another day me and my family get to spend without the comfort of running water, but that is just fine, Outsurance collected their premium.
It seem that there are some people that work at Outsurance that do care, I mean someone actually called me back after promising to do just that, un-heard of what!
Since I am not prepared to sit another 24 hours without water I will go home tonight knock a hole in the wall and repair the pipes myself. I should have done that from the beginning. Who is going to repair the wall? Well I thought I was insured for that, but then I might be wrong. I also thought the pipes in the wall were insured. Maybe if I speak to my bondholder bank they might feel like asking the insurance company nicely to protect their investment.
But at least I will have water.