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1 reviews | Active since Oct 2016

18 Oct 2018, 17:23

Aftermarket parts

I have been insured with Outsurance for over 4 years. My husband was in an accident 3 weeks ago and Outsurance approved a claim based on the use of aftermarket parts that the panelbeater informed me of. This angers me as I pay a premium for my sportscar and at no stage does Outsurance disclose this to their customers neither do they have the decency to disclose when they are approving the claim.

I have called multiple times, and have email proof showing that I am questioning it. No one has gotten back to me with this regard. Not a call, not an email, not even acknowledgement of the email. As mentioned above, the car is at the panel shop for 3 weeks. I have use of a car hire for 1 more week and there is no way my car will be sorted out by then. Besides paying a premium on my insurance, this disrespect of not even acknowledging an email or making an effort to call back is extremely uncalled for. DO NOT insure anything with OUTSURANCE. They are clearly running a **** business of lieing about what you are covered for. Rather pay a few hundreds more where you are treated with respect. This is the worst customer experience I have had and Outsurance can be rest assured that my future business will not be with them.

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Replies (3)
OUTsurance
OUTsurance's reply25 Oct 2018, 12:12
Official
Hello shaveera-bhagirathi-john

Thank you for bringing the matter to our attention and also for allowing us the opportunity to discuss the matter and assisting you.

Our claims manager contacted you with an apology for the poor service. He explained we will make use of non original parts if the vehicle is out of warranty. These will however only be considered for body parts and no mechanical parts. Siya confirmed since your vehicle is still under warranty up to 115 000km, which we unaware of, we authorised original parts to be used.

Our assessor will also update the assessment report if more accident related damage is detected.

Regards
Dinky
's update25 Oct 2018, 18:19
Reviewer Update
Firstly this response is misleading. 1. We had to call in after we received no response from Outsurance. The customer service is appauling. 2. Nothing has been authorized as the Panelbeater is still waiting for approval. The car has not even been worked on. Its sitting outside 3. Outsurance best be prepared to extend my car hire til the car is complete based on the utter incompetence of their entire team. We email and have a proof of communication and I am going to take this up with the Ombudsman if it is not sorted out by tomorrow. I am sick and tired of being treated like a number by Outsurance. My sky high premiums are paid timeously and I deserve better treatment. You can be rest assured that everyone I know is changing their insurance to other service providers. Disgusted by the lack of competence
OUTsurance
OUTsurance's reply26 Oct 2018, 15:54
Official

Hello shaveera-bhagirathi-john

Thank you for your further feedback. I totally understand why you feel our response was not accurate. Our claims manager did contact you and did inform you we will replace with original parts. This was however not communicated with our assessor, which was now done.

Faaghir is assisting you and provided you with further feedback.

Thank you