Bridget Msimang, from Outsurance - most disrespectful call center agent by far!

On the 3rd December, I made a claim for household contents and dealt with Kwame Essel-Mensa who was absolutely great until he went silent on me on the 8th December. I dropped him an email on the 9th December after not hearing from him on next steps and received no response.

In the 10th December I called 6 times trying to get an update on my claim, with no luck. What I was told is that Kwame is on leave with no anyone having any idea when he would be back! Furthermore, no hand over of the claims he was handling was made seemingly - which means I could have waited indefinitely or when he eventually gets back from leave (whenever that is). Which well run consumer based entity runs that way? The 6 times I called, I would leave messages for someone from Outsurance to call me and received messages ifrom Ayanda Ndlovu and also Godfrey Molefe from Outsurance instead that they were unsuccessful contacting me, without any calls being received from them.

Over time I got really frustrated and spoke to the worst Outsurance call center agent I have ever spoken to by the name of Bridget Msimang. When I called in and told her I was calling in for the 4th time, she said I am not say 4 times - I am taking to her for the first time! Then I inquired about Kwame’s return from leave and she mentioned that “he is entitled to leave” - like I said. Instead of calming you down she answers back and is extremely rude. From being angry - I was now livid after speaking to that person. She is terrible and must be removed from dealing with clients - she wants to have the last word and is just cheeky. My goodness. When I was in the phone with her my assistance was just shocked with how she was answering back. She has a disgusting attitude.I requested her manager Tshepi Mabele to contact me and am still waiting to hear from her. I would like to know from her how they handle claims when one goes on leave - do they just hang on the system until one returns from leave (whenever that is)? Secondly - Why they do not have an out of office response to inform clients/consumers when one is on leave? How they deal with call center agents that answer back to clients, aggravating them more?

Before the end of the day, I finally dealt with Anthony Coolman who is customer centric and managed to calm me down and finally assist with my claim.

You can be as a great a company as you want to be, but when the first contact or representative of the entity has a stinking attitude like the one Bridget Masinga from Outsurance has, it can ruin your whole experience. Great job to Kwame and Anthony who really know how to deal and speak to clients - pity for the drop of the ball at end with Kwame.