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Ben T

1 reviews | Active since May 2013

17 Oct 2019, 11:35

Avoid Outsurance! 'Comprehensive' may mean actually 'not covered at all'

Be aware of Outsurance's hidden 'exclusion clauses! In my case: Pay for 'comprehensive insurance' and discover they pay nothing if something bad happens beyond my control - not even any negligence on my part! You depend on Outsurance, they take your premiums, but then if something goes wrong beyond your control they refuse to pay anything for that claiming they have some hidden exclusion clause. (Even after two times - last time exact wording and spelling "Your matter has been reffered once again, will get back to you with feedback as soon its recieved" (sic) Beautiful (??) language and 'respectful' communication (?) suddenly all English to Afrikaans client when it really matters ..... (By the way: I'm already waiting several days to get detail on where that escape clause is hidden, what it is and how it supposedly give them leeway to abandon (previously) loyal client of many years.) The service experienced was horrible, they try to keep to verbal communications - including unexpected early morning call - which the client cannot record and don't get record of etc etc After 9 years claim free - more than 6 years at Outsurance - every month paying premiums for so called 'comprehensive' insurance, you might also discover that they depend on hidden fine print to not pay at all when it really matters - beyond your control. 'Stank vir dank' !! Here is what happened: After a very minor bumper incident, a friend offered to repair the bumper clips free of charge. While working on it for some very stupid reason a nut was welded from the outside. The vehicle caught fire in the boot due to the heat. Damage was limited to rear inside of boot including only rear part of harness - not electrically burnt. Guess what? - they refuse to pay anything! They claim to have some 'escape clause' because I tried to avoid their designated repairer's absurd cost to repair. BEWARE: If you try to avoid ridiculous cost (including saving money for Outsurance) and something goes wrong while being repaired, they just abandon you. Comprehensive insurance paid for MANY years (with no claims) instantly turns to just an illusion - NOT insured at all in return for many many tens of thousand rand of premiums. NOTE: Their designated repairer quote "Repair After Excess Deductions R104,192.68". (No nice words can be used if one has to comment on this amount for damages limited to small part of cubic meter boot space and no damage to exterior paint on metal at bottom etc.) Also rather 'no comment' on Outsurance's assessor's quote of more than R5000 just for bumper repair by Outsurance's designated repairer - for repair to bumper already more than adequately done before assessor 'assessed'. For this stupid unnecessary work they offered out of the blue by phone without explanation to pay the 'huge amount' of R1030 (yes: one thousand thirty rand only) after co-payment .... and with loss of many years build-up to Outbonus / annual Outbonus .... CONCLUSIONS: Maybe they have a legal basis for their absurd ********* conduct. We will see.... (I wait for my advisers before taking next step against Outsurance. ) Expect BAD service - in my case it included delayed decisions, not keeping promises, not keeping insured party updated, false claim about progress of claim (keep on only reporting "Your claims process is now complete" on app), many many days delay before finally final rejection of claim delaying process to repair leaving me without safe vehicle, arrogant attitude during uncalled for early morning call in response to written complaint and rejection of their absurd offer etc. (Make no mistake:- When you work with them you might also encounter: They think they know every trick in the book. They think their client is stupid and treat client so. They mislead conveniently misleading when they want to e.g. refer to stupid bumper part of claim only (which was NEVER submitted separately) as if it is total claim. They continue up to this moment with statement on app about so called "Claim finalised" - just keep on ignoring several complaints more than one in writing.) BEWARE of Outsurance's 'competitive premiums' for nothing in return - not even peace of mind.

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Replies (2)
BT
Ben T's update18 Oct 2019, 12:46
Reviewer Update
Update: CONCLUSION Trust level down to zero out of ten. Here is why:Outsurance only rep**** 'private' at Hellopeter. (It sounded more reasonable and promising. I decided to give them another chance - but bad experience again - see below.Someone from their 'claims management' side unexpectedly phoned 18 October 2019 10:31.Outsurance have not changed their unacceptable approach at all, neither their way of bullying the customer interaction at all. The guy referred to my Hellopeter review. He must have known that I object to their unacceptable verbal 'of the record' approach, but they again just ignored my valid concerns.All 'of value' he could say ( - again verbally therefore effectively 'off the record' seen from my side) is that Outsurance's management still refuses to pay even a cent to the quoted R104 000 cost of repair of fire damage beyond my control. Even if they have sufficient fine print exclusion (which I doubt and will test in future as and when I like), they do not even reasonably reconsidered to make an offer to settle the case amicably. (Just as side remark: They also know I'm a pensioner with close to exceptional no-claim record.)They still IGNORES my REQUEST of several days ago (email Sent: 14/10/2019 12:47pm ) up to this moment TO STATE in writing MOTIVATION WITH PROOF for reasons WHY they REFUSE a reasonable CLAIM to enable me to get legal advice. Just silence - not answering any concerns in writing.Sorry Mr or Ms Faceless [person signing private message "Outsurance" on Hellopeter]: Your 'compassionate' words without matching deeds are just aggravating the matter.This is what he or she wrote 'private' at Hellopeter 17 Oct 2019, 13:28 amongst others with my response in {brackets}: "You have a right to be satisfied with the insurance cover you have with us. Expecting courteous, respectful, and professional service from us ..." {Agreed, but I paid tens of thousand of rands for that also. Words only - with conflicting acts - are not only useless .... it is much much worse.}"What you describe is a very frustrating experience and all aspects of your complaint are taken seriously." {Super frustrating and 'war of attrition attempt' bullying actually. Unfortunately I do not believe that Outsurance took it seriously at all. Outsurance even just blatantly ignored my protest against unexpected useless time-wasting verbal communication.}".... he will be in contact with you to address the concerns you raised and assist with a resolve." {Empty words and just another Outsurance promise not kept. ********* conduct again. No assistance whatsoever. Do they think we are all stupid and powerless? }" ... we are very sorry you have to go through this ordeal and all inconveniences as a result thereof. " { Really. No sensible person will still believe you if he / she received a unwelcome call 'just to inform that we stick at total refusal of claim for fire damage'. If you personally really wanted to show compassion, obviously no decision maker that matter at Outsurance shares your approach. Else they would have sensibly considered the whole matter compassionately and even if they had ground in some *********ly hidden fine print, would rather settle with a pensioner with many years of no claim history on merits of the case. In this case also: the insured not even negligent at all. [Even though 'comprehensive insurance' actually should also cover at least not intentional negligence.]}But at least I can now WARN my fellow citizens: DO NOT TRUST Outsurance TO PAY CLAIMS when your claim even has all the merit in the world. They look for and find reason not to pay and not to properly repair damage. I'm not alone ..... Just read other peoples' Hellopeter comments: E.g. Also from own past experience: The do not pay the R400 / R800 when person do NOT get better insurance offer from Outsurance - contrary to what they advertise - that is also very ********* conduct - always some lame excuse not to act ethically. Obviously I am not alone. "Rejection of claim based on service provider's opinion not facts.." thabang P on 18 Oct'19.They avoid to pay for all damaged related to same incident - not only in my case ... e.g."When you claim you will be dissapointed!!!" Ans T 17 Oct '19 at 16:54"If I could score them less that one I would. All is good and well as long as you don't claim. I have been with them for 3 years and my first accident in at least 10 years they refuse to pay for repairs on one side of my vehicle. I was involved in an accident which was not my fault at all, ... " Thanks to Hellopeter we know that and we can WARN other citizens NOT TO TRUST OUTSURANCE. One has to consider social media as well to communicate our bad Outsurance experiences ..... No one should go through these types of ordeals.There must be reason for low 'trustworthy' rating - on average of only 5.7 out of 10 - on Hellopeter .....
OUTsurance
OUTsurance's reply22 Oct 2019, 15:44
Official
Good day Ben,

Thank you for your further feedback. We have discussed the matter in detail with you and we have provided you with the reason why we have rejected your claim.

You took your vehicle to your own service provider to repair your bumper. While your service provider was working on your vehicle they caused a fire which damaged all the wiring. 

As per our policy wording - Before doing any repairs or replacements you must get our approval, failing which your claim may be rejected.

Our decision to reject your claim remains unchanged. We do apologise for the financial loss you have incurred.

Regards,
OUTsurance