Bad Service

I contacted Outsurance in 2015 to get a “funeral cover” for me and my husband – they offered me a “Credit Protection Cover”. My daughter was born in September 2016, and I spoke to Outsurance after her birth (early 2017) to add her also to this cover. The consultant that I spoke to said that because she is a minor, she will be automatically covered at no extra cost. I thought nothing of the fact that she is not on our schedule as she is a minor and the consultant did not want any of her details. I had peace of mind that our whole family is covered and if anything happens to us, that the person that is alive will be able to bury us and give us a funeral without worrying about money.

On 20 March 2018 I phoned Outsurance to see if I can add my mother in law, but she was too old to add. I made use of the opportunity to make sure that we are all covered and that I had nominated the funds to be paid out to my husband, or my daughter and visa versa (so that there are no issues if something happens). To my astonishment, the consultant said that my daughter is NOT covered. What is something happened to her during this time….????

I’ve spoken to many consultants since then, without any resolution. I hear excuses about listening to recordings (all accept the one I am revering to). I’ve asked for them to give me the recording to listen to… In the meantime she is still not covered. I get promises of being phoned back, but it does not realise.

This is not a financial issue, as I was ready to pay for a service when I asked for it. This is a moral issue and an emotional issue. Not once has Outsurance said “sorry we are wrong, we can offer this service to you”. I am still ready to pay and have my daughter covered, but I am not so certain that I want to give my money to Outsurance.

I remember when I took out my first car insurance with Outsurance, that the consultant was VERY good at his job. He was well trained, well spoken and I really felt that I wanted to do business with him. I felt good after my conversation with him. All that….gone. Outsurance needs to work on their after sales service, they need to work on the training of their consultants that work with complaints! All good to have a good sales team, but you also need to look after your existing clients.