Beware when you claim !!!

Hi

Please liase with my son in law. He is handling this for me.

It is not in regard to my OutBonus. I am not sure when you get your information fromv ?

This relates to your lack of tranparency in your policy which you have still not clarified.

Please be guided accordingly.

My son in law has asked Thabang for his direct number over and hour and a 1/2 ago so that he can contact him. Why don't you check with Thabang as to the reason he has not responded ?

Good day Thank you for your response. However, your conclusions once again fail to address the central issue I raised. I am fully aware that when a claim is registered with OUTsurance, the OutBonus is forfeited. That is not in dispute. The problem is that nowhere in the policy wording does OUTsurance disclose that if a customer lodges a claim directly with a third‑party insurer, the OutBonus will not be forfeited. This is a material distinction, and your policy is entirely silent on it. By omitting this information, OUTsurance creates the clear impression that any claim arising from an incident—regardless of where it is lodged—results in the loss of the OutBonus. Only later, and only when questioned, does OUTsurance reveal that lodging the claim with the third‑party insurer preserves the OutBonus. This is the very definition of misrepresentation by omission. A customer cannot be expected to make an informed decision when the policy fails to disclose all material consequences and alternatives. Your response that clients are “advised at the time of registering a claim” is not a remedy. Disclosure at the point of claim is far too late, and it does not cure the fact that the policy wording itself is incomplete and misleading. I therefore request that OUTsurance address this issue substantively and confirm how it intends to rectify this misrepresentation for affected clients, including myself. I look forward to your corrective response.

Once again, you are changing the story again to suit your narrative and missing the point !

We have moved past the OutBonus and the query has absolutely nothing to do with the OutBonus.

I await Thabang's feedback from your Senior Management.

Read my previous response and stop playing games.

Good day Thank you for your response. However, your decision to close the matter does not resolve the core issue I raised. Your position—that the policy cannot address every scenario and that clients are informed of OutBonus forfeiture only upon registering a claim—misses the fundamental point. The issue is not the length of the policy document, nor whether I was informed after initiating the claim. The issue is that a material term affecting the client’s financial position is not disclosed anywhere in the policy wording. Specifically, the policy fails to state that lodging a claim directly with a third‑party insurer does not result in OutBonus forfeiture. This omission materially affects a client’s decision-making and creates a misleading impression of the consequences of any claim arising from an incident. A client cannot make an “informed decision” at the time of claim registration when the policy itself does not contain the full and accurate terms governing OutBonus forfeiture. Disclosure at the point of claim is not a substitute for proper contractual disclosure. Closing the matter without addressing this misrepresentation does not resolve the contractual deficiency, nor does it address its impact on affected clients, including myself. I request that this matter be escalated to the appropriate regulatory or compliance authority within OUTsurance for proper review, as the current response remains inadequate and does not address the substance of the complaint. Awaiting your response.

Thank you for your response. Your latest email confirms that OUTsurance is unwilling to engage with the substance of my complaint and instead relies on a generic assertion that “the policy document was vetted and checked for compliance,” without addressing the specific misrepresentation I have repeatedly raised. You previously stated in your email of 14 January 2026 that: “Senior management will refer the matter to the department responsible for the drafting of policies for review.” You have now closed the matter without:

• Confirming whether this referral in fact took place,
• Providing any outcome of such a review, or
• Addressing the core issue of non-disclosure and misrepresentation by omission in the policy wording.

If the policy was already “vetted and checked for compliance” and you had no intention of meaningfully reviewing it, then your earlier statement about referring it for review was, at best, misleading. This kind of inconsistency undermines confidence in OUTsurance’s accountability and its commitment to treating clients fairly. To reiterate, the complaint is clear and remains unanswered:

• A material term affecting the client’s financial position—namely that lodging a claim directly with a third-party insurer does not result in OutBonus forfeiture—is not disclosed anywhere in the policy wording.
• The policy, as drafted, creates the impression that any claim arising from an incident will result in the loss of the OutBonus, which is not true.
• Disclosure “at the time of claim registration” is not an adequate substitute for proper contractual disclosure and does not cure a misleading or incomplete policy.

Given your decision to close the matter without addressing these points, I will now refer this complaint, together with the full correspondence, to the relevant Ombudsman so that an independent determination can be made regarding OUTsurance’s conduct, its disclosure obligations, and the fairness of its policy wording.
Please regard this email as formal notice that I will be escalating the matter externally.