Bad service from outsurance and their appointed assessors

• First claim was lodged in May this year for a power surge. • Following items were assessed by Electro Service Centre and had to be replaced, i.e. Explora, 1 TV's, Hi-Fi, DVD and an interactive game. • 2nd TV was assessed and I was told that the issue on my TV was not due to the power surge. After I complaint and a 2nd Service Provider came through, Outsurance replaced this TV. • My Micro Wave was also assessed and I was advised that Electro Service Centre will fix it. After a few attempted and after a few complaints, it still did not work. I eventually got tired of the pathetic service and replaced the Micro Wave. • An upright fridge and side by side fridge also were assessed and Electro Service Centre was assigned to fix it. After a few attempts at trying to fix them these fridges still did not work. I complained to Outsurance and Electro Service Centre was sent to try again. Eventually Electro Service Centre asked that I contact them directly, which I did. They have been to my property at least 5 time. o NB: The upright fridge – the fridge session was over freezing and ice was building at the back of the fridge and this only start after the power surge. The side by side fridge was working, however there was a noise. • The upright fridge continued to over freeze and my mum had to clean it frequently. • The side by side freezer session stopped freezing early October and when my mum advised me of this I called Outsurance and spoke to Tshepo Nzimande. • Tshepo advised that she is logging a new claim and I advised her that I am not happy as this is an existing issue which was not fixed. I advised her that, if a new claim is registered, then I would need to pay another excess and lose my no claim bonus. Tshepo advised that she will speak to her management and come back to me, which she did not do. When I called back, her excuse was her management was not available. • Electro Service Centre was sent back to my premises to check if this was new or due to the first power surge claim. In my eyes this is like marking your own homework. • I complained to Tshepo and Faaghir Hendricks was assigned to handle the complaint. • I advised Faaghir that I would need a second assessment. • Although Planet Gaming was assigned to do the 2nd new assessment, Tshepo who I dealt with to lodge the claim contacted me to tell me that the upright fridge cannot be fixed and the problem is due to wear and tear; and in my first claim Outsurance rejected this claim. Not that Planet Gaming contacted me that very same morning to confirm that they will be coming over to do the assessment. This to me mans that there was no alignment between the various departments. I eventually had to get Tshepo manager involved to understand that Faaghir is dealing the matter. • Below is the assessment report received from by both Service Providers, assigned to by Outsurance. o Electro Service Centre:  Upright Fridge - Upon inspection , found that there is leaking pipes and drawnage on the fridge, The fridge is not repairable due to wear & tear , We recommend replacement – Cause of Damage – Wear and Tear  Side by Side, Fridge Freezer - Assessments have been done on the fridge, found that the compressor, evaporator sensor, fan motor and sensor is all faulty due to surge damage, The fridge is repairable. – Cause of Damage – Power Surge o Planet Gaming  Upright fridge - The fridge switches on however there is a lot of ice build-up in the fridge section and the fridge over freezes. The fridge has an internal blockage in the element due to age / wear and tear. Our technicians noticed the thermostat was replaced previously. We tested the thermostat and compressor and they are working. The fridge is uneconomical to repair due to the internal blockage. We recommend replacing.  Side by side fridge – The fridge switches on however the freezer section does not get cold. The fridge ha an internal gas leak due to age / wear and tear. Out technicians tested the compressor and main board and the components are working. The gas leakage is not repairable. Therefore the fridge is beyond economical repair. We recommend replacing. • You will see that the 2 report are very different and although Tshepo says that the claim for the upright was not previously honoured, parts have been replaced. • Now I am in a situation where I suffer the consequences of Outsurance not appointing service Providers who are 100% able to assess issues correctly.