blatant deception and despicable service to customer

A client of Outsurance drove into the Car-acknowledged it was her fault and informed Outsurance of this. We were contacted by the Outsurance legal team and asked to supply a significant amount of information one would have thought was available already or from the exiting client. This included a panel beater quote of R 48 000. 3 MONTHS LATER we were contacted by Sumari from your 'claims/legal' department and offered R 10 000. This was objected to on the basis of; 1. No assessor had actually viewed the car, although we were told that indeed an assessor had 'assessed the damage'. 2. Second hand car parts were to be used and not all parts replaced. 3. The extremely abrupt and abrasive way we were treated by the Outsurance team, Sumari included. 3 to 4 weeks later with no response or action from Outsurance- in the meanwhile WE trying to resolve this problem we quite obviously have - including the external panelbeater communicating or trying to communicate with your assessor who had STILL not viewed the car. To add further frustration and cost to this event there was a move to Cape Town and the need to have the car down there, needless to say, there have been significant costs incurred in flying back and forth from Cape Town with the thought of having the car repaired in order to bring it down. The last week (Tuesday-26th September) a call from Lebogang from Outsurance appears to shed some light on this scenario all to NO avail- nothing in writing as promised with no further advance of where we stand! We are all busy people and to messed around and treated like this not to mentioned **** to really shows Outsurance in an extremely bad light - considering the massive expense the company appears to incur on advertising- which does not really see true to ring true given the experience we have had and still continue to have.

We have had no choice in this matter and have been driven to lodge a complaint with the Short Term Insurance Ombudsmen office.