Be careful with cellphone insurance

Item: OUTsurance
Rating: 1
Author: Graeme L

Be careful with cellphone insurance. My flagship Sony was insured for R23 000, which cost me R240 p/m. Having never once claimed from Outsurance on any of my policies since the beginning, over 10 years ago, I was really upset to find out that when I needed them, they were only prepared to offer me half of what I had been paying for. Their reason is that cellphones lose value and it's the customers responsibility to update their policies. Yet they were happy to keep taking my R240 p/m which should have been R80 p/m according to what they paid me out. Also be careful with all the good ratings, as they spam their clients for reviews. After every interaction, they send emails asking how the service was. If you say it was fine, they send you a link to Hello Peter and bribe you with "a chance to win R5000" to leave a review. Knowing already that your experience wasn't negative. If you are unhappy, you don't get the link to Hello Peter.

Helpful (0)

Replies (2)

OUTsurance's replyOfficial

22 Jan 2025, 14:40

Good day Graeme,

Further to our private reply, our claims manager Angel contacted you to address your complaint.

We do not cover the insured amount but rather the replacement of the item.

The difference in premium has been refunded to you, since the item was overinsured.

We apologise for the inconvenience caused.

Regards,
The OUTsurance Team

OUTsurance's reply22 Jan 2025, 14:40

Official

Graeme L's updateReviewer Update

22 Jan 2025, 15:13

Be that as it may, you first offered me an entry level ******* Samsung as a replacement for a premium flagship phone. There was no comparison. When I stated that I was unhappy with the offer, you then added R6000 cash to the replacement which I'm guessing is your "difference in premium". Still only around half of the amount I was insured for according to the invoices and policy updates on my end. Over 8 years on that phone alone, Outsurance collected around R23k from me. As stated to Angel yesterday, you guys have left a bitter taste in my mouth and I honestly just want to put it behind me. I feel that the public should be aware of how cellphone insurance works and that the amount indicated is not at all what people are covered for. I know that many of the people that I spoke to about this were extremely surprised and certainly didn't know that "we cover the phone, not the amount" which in and of itself is a joke, because you calculate the monthly premiums on the amount not the phone.
All the best.
G.

Graeme L's update22 Jan 2025, 15:13

Reviewer Update