Bad Claim Experience

OUTsurance promises to be cheaper and if they not they will pay you money. Well, what about your service when you have a customer?

My mother who is 77 years of age has her car and household insured through you. Her washing machine and fridge has stopped working. We called to submit a claim, where she gave me permission to do the claim.

We were honest in saying the machines broke on separate days so now they are being treated as 2 separate claims with each one having an excess. On a call with an agent, I was told pensioners do not have to pay excess, but they must call in to request that. Please explain why this in not being advertised or why you are not communicating this with pensioners? Knowing full well my mom is a pensioner you are still insisting on her paying the excess.

Based on your quotations provided my mom will receive just under R4000 after the excesses, now please explain how she is meant to replace a Fridge and Washing Machine with R4000? R4000 wont even cover the cost of 1 of those appliances. My mother has been with you over 20 years and never claimed. In her innocence and limited knowledge, she first thought she was only covered for theft, and she also advised me that she doesn’t have an excess and checking her policy we were surprised to see it does. The funny thing is her car has no excess, yet her household does. Please explain. Bottom line we pay for insurance to insure we are put back in the same position we were in before the claim. You are dealing with a 77-year-old lady who lost her husband 5 years ago, who suffer with server diabetes and other illnesses and lives off a mediocre pension. I feel we are not asking for a lot. All we want is to put her in the same position that she was in before the claim. The importance of these appliances is to keep her insulin cool in the fridge and to have clean clothes. The delay from your part could result in her insulin becoming tarnished and useless which could be detrimental and life threatening. We urgently request feedback on this matter and special consideration to be given to an elderly person in need.