After 20+ years with Outsurance I can confidently say that this was by far the worst claims experience.

After 20+ years with Outsurance I can confidently say that this was by far the worst claims experience. I submitted my claim on the 12/02/2026 and was promised an assessor from Outsurance by the name Keegan Swartz would come out to view the damages. The assessor came out on Monday 16/02/2026 and did a 10 min walk through of the damages. After completing the assessment, he promised to call me back on Tuesday the 17/02/2026. He did not get back to me on the Tuesday. I gave him the benefit of the doubt and waited until Wednesday the 18/02/2026 for the report. Wednesday came and went still with no feedback. I was promised that his Team Leader would call me back but he also seems to avoid responsibility and does not return the call on behalf of his advisor. Today is now Thursday the 19/02/2025, a week has passed since my initial claim has been lodged and I was now told that an independent Building Assessment would be done by another company. This takes us back to square 1 which begs the questions as to why Keegan Swartz came out in the first place. Due to the nature of my claim, there is direct entry into the home. This is a security risk. I am completely unhappy with the fact that it takes a week to simply get a report and damage estimation. I do not expect repairs to be done within in a week, but I do expect a report and estimate within 72 hours. I would not recommend Outsurance unfortunately, their service has gotten worse overtime. As i sit writing this complaint, I am yet to know what is happening with my claim.