Broken promise

I am writing to formally lodge a complaint regarding Outsurance’s advertised promise of paying R1500 should you fail to beat my current insurer’s premiums.

On Saturday, 23 August 2025, after hearing your advert on MetroFM, I contacted Outsurance and spoke to Koketso regarding this offer. Despite following the process in good faith, I was not awarded the R1500 as promised, even though Outsurance did not manage to beat my current insurer’s premium.

This constitutes a clear case of misleading advertising and a false promise. As a consumer, I engaged with Outsurance based on the advertised guarantee and expected the company to honour it in line with the Consumer Protection Act (CPA), which protects customers from unfair and deceptive marketing practices.

I therefore request the following:

A full explanation as to why the R1500 was not paid.

Immediate payment of the promised R1500.

Assurance that Outsurance will refrain from misleading advertising in the future.

Should this matter not be resolved within 7 working days, I will escalate my complaint to the Advertising Regulatory Board (ARB) and the National Consumer Commission (NCC) for further investigation.

I trust this matter will receive your urgent attention.