BAD Insurer
We have been insured with Outsurance for about a decade now. Now that there was an accident we dont get any sort of acceptable service. They are approving the claim but they are not paying for all the damages caused by the accident when its FULL COMPREHENSIVE insurance. The Claims department was rude and refused to escalate my case, after i did the run around to escalate the issue, her manager does not respond in time, asks me for information that i already sent in the previous mail, after i point it out, she says she will respond in 24-48hrs, it has now been 5 days without a response, 3 weeks without a vehicle , and work on the car has not started and the claim has not been settled! This is pathetic service from a company that i used to have a good opinion about
Helpful (0)
Replies (4)0
Replies (4)'s updateReviewer Update
01 Jul 2024, 11:23thank you , i hope that this is resolved as soon as possible.
's update01 Jul 2024, 11:23
Reviewer Update
thank you , i hope that this is resolved as soon as possible.
OUTsurance's replyOfficial
03 Jul 2024, 10:17Hello Shailen
Further to our private reply to you, the matter was referred to our claims management team.
We sincerely apologise for the poor service experience and the concerns raised, which have been discussed internally.
Our claims manager was unable to reach our client and sent an email which confirmed the reason for the exclusion of the replacement of side mirror and windscreen as these damages were not incident related. We furthermore offered to do a cash settlement to pay for the repairs of the area which was previously damaged and poorly repaired,
We understand the outcome is disappointing and await a reply.
Regards
The OUTsurance Team
Further to our private reply to you, the matter was referred to our claims management team.
We sincerely apologise for the poor service experience and the concerns raised, which have been discussed internally.
Our claims manager was unable to reach our client and sent an email which confirmed the reason for the exclusion of the replacement of side mirror and windscreen as these damages were not incident related. We furthermore offered to do a cash settlement to pay for the repairs of the area which was previously damaged and poorly repaired,
We understand the outcome is disappointing and await a reply.
Regards
The OUTsurance Team
OUTsurance's reply03 Jul 2024, 10:17
Official
Hello Shailen
Further to our private reply to you, the matter was referred to our claims management team.
We sincerely apologise for the poor service experience and the concerns raised, which have been discussed internally.
Our claims manager was unable to reach our client and sent an email which confirmed the reason for the exclusion of the replacement of side mirror and windscreen as these damages were not incident related. We furthermore offered to do a cash settlement to pay for the repairs of the area which was previously damaged and poorly repaired,
We understand the outcome is disappointing and await a reply.
Regards
The OUTsurance Team
Further to our private reply to you, the matter was referred to our claims management team.
We sincerely apologise for the poor service experience and the concerns raised, which have been discussed internally.
Our claims manager was unable to reach our client and sent an email which confirmed the reason for the exclusion of the replacement of side mirror and windscreen as these damages were not incident related. We furthermore offered to do a cash settlement to pay for the repairs of the area which was previously damaged and poorly repaired,
We understand the outcome is disappointing and await a reply.
Regards
The OUTsurance Team
's updateReviewer Update
03 Jul 2024, 10:46This is not correct! firstly the images of the accident clearly shows the mirrow was hit by the other vehicle!
More importantly and concerning is that what is stated in the above is not entirely true!
How Outsurance finds this level of communication acceptable is beyond me.
I can also send the email threads where the same individual took days to reply and didnt even read the responses.
My 63old mother is now 4 weeks without a vehicle, she needs to beg people for favours to take her places for functions or to get her medications.
Below is the proof of the lack of communication from outsurance. Customer care/retension is clearly not a high priority for Outsurance. image.png 205.72 KBimage.png 25.28 KBimage.png 33.88 KB
More importantly and concerning is that what is stated in the above is not entirely true!
- My phone did ring for a few seconds and i did miss it.
- Following which i sent both 2 emails and tried calling back with absolutely zero response.
How Outsurance finds this level of communication acceptable is beyond me.
I can also send the email threads where the same individual took days to reply and didnt even read the responses.
My 63old mother is now 4 weeks without a vehicle, she needs to beg people for favours to take her places for functions or to get her medications.
Below is the proof of the lack of communication from outsurance. Customer care/retension is clearly not a high priority for Outsurance. image.png 205.72 KBimage.png 25.28 KBimage.png 33.88 KB
's update03 Jul 2024, 10:46
Reviewer Update
This is not correct! firstly the images of the accident clearly shows the mirrow was hit by the other vehicle!
More importantly and concerning is that what is stated in the above is not entirely true!
How Outsurance finds this level of communication acceptable is beyond me.
I can also send the email threads where the same individual took days to reply and didnt even read the responses.
My 63old mother is now 4 weeks without a vehicle, she needs to beg people for favours to take her places for functions or to get her medications.
Below is the proof of the lack of communication from outsurance. Customer care/retension is clearly not a high priority for Outsurance. image.png 205.72 KBimage.png 25.28 KBimage.png 33.88 KB
More importantly and concerning is that what is stated in the above is not entirely true!
- My phone did ring for a few seconds and i did miss it.
- Following which i sent both 2 emails and tried calling back with absolutely zero response.
How Outsurance finds this level of communication acceptable is beyond me.
I can also send the email threads where the same individual took days to reply and didnt even read the responses.
My 63old mother is now 4 weeks without a vehicle, she needs to beg people for favours to take her places for functions or to get her medications.
Below is the proof of the lack of communication from outsurance. Customer care/retension is clearly not a high priority for Outsurance. image.png 205.72 KBimage.png 25.28 KBimage.png 33.88 KB
OUTsurance's replyOfficial
03 Jul 2024, 10:58Hello Shailen
Your response is of course concerning!
Please expect a call from Tebogo, our claims manager.
Regards
The OUTsurance Team
Your response is of course concerning!
Please expect a call from Tebogo, our claims manager.
Regards
The OUTsurance Team
OUTsurance's reply03 Jul 2024, 10:58
Official
Hello Shailen
Your response is of course concerning!
Please expect a call from Tebogo, our claims manager.
Regards
The OUTsurance Team
Your response is of course concerning!
Please expect a call from Tebogo, our claims manager.
Regards
The OUTsurance Team