BK
Beverly K
1 reviews | Active since Aug 2013
27 Oct 2019, 11:38
Be careful of insuring you home through Outsurance
I have a problem in my home where a lot of walls and floors suddenly starting cracking. I called Outsurance as I am insured with them and they tell me it is "settlement" and it is not covered by insurance. I have done extensive research and the articles that I have written posted by various Universities is that a home will settle for 10 years then stop. My home was built over 60 years ago so I am amazed that after 60 years its still settling. They sent three different people who gave me three different reasons to why the house is cracking. I then disputed their findings but they did not even bother to respond to my dispute just ignored it they acknowledged that they had received it but never heard from them again. I got a structural engineer out at my own expense to find out why the damage is happening and got yet another answer but at least one that made sense. According to Outsurance because I have a 1.2 metre section of my patio that does not have an apron I am not covered despite the fact that I have numerous rooms in the house that are cracking that do have an apron. This is a four reception room, 3 bedroom home. Be careful when insuring your home through Outsurance because if you don't have an apron around the entire perimeter of your home nothing will be covered even if the cracks are on totally the opposite side of the house. One person they sent a "Home Assessor" said "you must remember you only have cracks where you have no apron" he must be totally blind as I have an apron round the entire perimeter of my home with the exeption of 1 .5 metres on one side of the patio only and yet 5 rooms 3 on the opposite side of the house to the patio have cracked badly. So disgusted.
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Replies (4)
OUTsurance's replyOfficial
28 Oct 2019, 11:13Morning Beverley.
Your complaint has been received and we acknowledge the concerns raised. However, your bold statements regarding OUTsurance as a business are deeply concerning.
You have a right to be satisfied with the insurance cover you have with us and we apologise for the disappointing feedback regarding the rejection. We completely understand how the experience has made you feel and are certainly not insensitive to the loss you have incurred.
We registered your claim on the Twelfth of September Twenty Nineteen at Thirteen Hundred and Fifty Seven Minutes. On this day you advised that you heard a loud noise and went to check what was happening. You discovered your patio floor had cracked in the middle and the walls along the patio were also starting to crack. You also advised that you have been experiencing a drought in the area.
Claims:
· Kathy acknowledged, registered your claim and sent communication via email and SMS (with your claim reference number) advising she is your claims advisor who will be assisting you.
· Shortly after that, at Fifteen Hundred Hours and Nine Minutes, an assessor was appointed to your claim
· At Fifteen Hundred and Thirteen minutes, a service provider was allocated for assistance and the claim assessor called and advised you accordingly of the Service Provider and when to expect them
· A builder from the Service Provider came out to assess the damages and referred back to his office for another assessment to establish the cause of the damages
· The Service Provider sent out another assessor on the Sixteenth of September who advised that we need services of an engineer who will assess the damages
· On the Seventeenth we received a report from Service Provider of their findings
· The Eighteenth of September we appointed an Engineer and you were updated of this
· On the Twenty Sixth of September the Engineer submitted a report of their findings
· We reviewed the report and came to a decision on the Thirtieth of September.
The outcome of our decision to reject was communicated to you by our Claims Manager and you subsequently challenged the decision and disputed our findings. We also advised that you can contract an engineer of your choosing for a second opinion of which you agreed.
On the Third of October you approached ***, advising of further damages to your home. We reviewed the matters brought forward and appointed an assessor to come to you and assist.
The outcome of the assessment has been communicated to you and we advised of our quantification of the claim. You were contacted the Eleventh of October by our Claims Team to advise of our decision to part settle your claim for damages that fall in line with your cover.
You were not happy with the decision and ended the call. Our Claims Manager called you again on the Fifteenth to go through the reasons why we came to the decision we did. You advised that you are tired of fighting with OUTsurance and the engineers you contracted will appoint a builder for you and supervise the repair of your home.
We are sorry to disappoint you with the claim outcome.
Regards
OUTsurance
OUTsurance
OUTsurance's reply28 Oct 2019, 11:13
Official
Morning Beverley.
Your complaint has been received and we acknowledge the concerns raised. However, your bold statements regarding OUTsurance as a business are deeply concerning.
You have a right to be satisfied with the insurance cover you have with us and we apologise for the disappointing feedback regarding the rejection. We completely understand how the experience has made you feel and are certainly not insensitive to the loss you have incurred.
We registered your claim on the Twelfth of September Twenty Nineteen at Thirteen Hundred and Fifty Seven Minutes. On this day you advised that you heard a loud noise and went to check what was happening. You discovered your patio floor had cracked in the middle and the walls along the patio were also starting to crack. You also advised that you have been experiencing a drought in the area.
Claims:
· Kathy acknowledged, registered your claim and sent communication via email and SMS (with your claim reference number) advising she is your claims advisor who will be assisting you.
· Shortly after that, at Fifteen Hundred Hours and Nine Minutes, an assessor was appointed to your claim
· At Fifteen Hundred and Thirteen minutes, a service provider was allocated for assistance and the claim assessor called and advised you accordingly of the Service Provider and when to expect them
· A builder from the Service Provider came out to assess the damages and referred back to his office for another assessment to establish the cause of the damages
· The Service Provider sent out another assessor on the Sixteenth of September who advised that we need services of an engineer who will assess the damages
· On the Seventeenth we received a report from Service Provider of their findings
· The Eighteenth of September we appointed an Engineer and you were updated of this
· On the Twenty Sixth of September the Engineer submitted a report of their findings
· We reviewed the report and came to a decision on the Thirtieth of September.
The outcome of our decision to reject was communicated to you by our Claims Manager and you subsequently challenged the decision and disputed our findings. We also advised that you can contract an engineer of your choosing for a second opinion of which you agreed.
On the Third of October you approached ***, advising of further damages to your home. We reviewed the matters brought forward and appointed an assessor to come to you and assist.
The outcome of the assessment has been communicated to you and we advised of our quantification of the claim. You were contacted the Eleventh of October by our Claims Team to advise of our decision to part settle your claim for damages that fall in line with your cover.
You were not happy with the decision and ended the call. Our Claims Manager called you again on the Fifteenth to go through the reasons why we came to the decision we did. You advised that you are tired of fighting with OUTsurance and the engineers you contracted will appoint a builder for you and supervise the repair of your home.
We are sorry to disappoint you with the claim outcome.
Regards
OUTsurance
OUTsurance
BK
Beverly K's updateReviewer Update
30 Oct 2019, 10:23By the way your claims manager never called me on the 15th October to discuss anything he did not call at all. I had a missed call from Outsurance on that date is this the call you are referring to?
BK
Beverly K's update30 Oct 2019, 10:23
Reviewer Update
By the way your claims manager never called me on the 15th October to discuss anything he did not call at all. I had a missed call from Outsurance on that date is this the call you are referring to?
BK
Beverly K's updateReviewer Update
30 Oct 2019, 10:23 Nobody ever communicated to me that a part settlement would be made. Please send me a copy of this communication as I certainly did not receive it and I did not speak to your claims department and end the call. The claim was just rejected outright. Yesterday I had a builder at my home and he read the engineers report that I received from Outsurance and pointed out to me how wrong he was. For starters the bifold doors can open it is just the end door that is jammed and I can send you photographs to prove this. The door that is jammed is surrounded by a concrete apron and ramp so water damage could not have caused the problem as per the engineers report. So saying that the roof was causing the problem is totally false. He then pointed out the problem where the engineer said it was shoddy workmanship and again totally disputed the findings of the engineer as none of the consultants you sent to my home climbed inside the roof to check what was done to supprot the roof prior to doing any renovations to convert the double garage into two reception rooms. A beam had been installed prior to the windows and sliding door being installed so the structure was never compromised as per the report.
I can't believe that not one of the three consultants that came to my home realised that the bifold doors would open just fine in the one door was not jammed and that door is jammed at the bottom not the top so again the roof is not causing this problem.
I can't believe that not one of the three consultants that came to my home realised that the bifold doors would open just fine in the one door was not jammed and that door is jammed at the bottom not the top so again the roof is not causing this problem.
BK
Beverly K's update30 Oct 2019, 10:23
Reviewer Update
Nobody ever communicated to me that a part settlement would be made. Please send me a copy of this communication as I certainly did not receive it and I did not speak to your claims department and end the call. The claim was just rejected outright. Yesterday I had a builder at my home and he read the engineers report that I received from Outsurance and pointed out to me how wrong he was. For starters the bifold doors can open it is just the end door that is jammed and I can send you photographs to prove this. The door that is jammed is surrounded by a concrete apron and ramp so water damage could not have caused the problem as per the engineers report. So saying that the roof was causing the problem is totally false. He then pointed out the problem where the engineer said it was shoddy workmanship and again totally disputed the findings of the engineer as none of the consultants you sent to my home climbed inside the roof to check what was done to supprot the roof prior to doing any renovations to convert the double garage into two reception rooms. A beam had been installed prior to the windows and sliding door being installed so the structure was never compromised as per the report.
I can't believe that not one of the three consultants that came to my home realised that the bifold doors would open just fine in the one door was not jammed and that door is jammed at the bottom not the top so again the roof is not causing this problem.
I can't believe that not one of the three consultants that came to my home realised that the bifold doors would open just fine in the one door was not jammed and that door is jammed at the bottom not the top so again the roof is not causing this problem.
OUTsurance's replyOfficial
31 Oct 2019, 09:52Morning Beverley
The incidents you describe are very worrisome.
We have escalated your complaint to our Senior Claims Managers to review and advise. You will receive a call to address the concerns you have further raised. Your escalation reference number is Feedback Four Two Six Six Eight Zero Seven. The turn around time is one working day.
We will provide interim update of any feedback we receive during the course of the day.
Regards
OUTsurance
The incidents you describe are very worrisome.
We have escalated your complaint to our Senior Claims Managers to review and advise. You will receive a call to address the concerns you have further raised. Your escalation reference number is Feedback Four Two Six Six Eight Zero Seven. The turn around time is one working day.
We will provide interim update of any feedback we receive during the course of the day.
Regards
OUTsurance
OUTsurance's reply31 Oct 2019, 09:52
Official
Morning Beverley
The incidents you describe are very worrisome.
We have escalated your complaint to our Senior Claims Managers to review and advise. You will receive a call to address the concerns you have further raised. Your escalation reference number is Feedback Four Two Six Six Eight Zero Seven. The turn around time is one working day.
We will provide interim update of any feedback we receive during the course of the day.
Regards
OUTsurance
The incidents you describe are very worrisome.
We have escalated your complaint to our Senior Claims Managers to review and advise. You will receive a call to address the concerns you have further raised. Your escalation reference number is Feedback Four Two Six Six Eight Zero Seven. The turn around time is one working day.
We will provide interim update of any feedback we receive during the course of the day.
Regards
OUTsurance