1 reviews | Active since May 2018
"Calls are recorded" but you gonna struggle to get them when you need them
I called on Monday requesting a call recording to confirm what access I was advised of when I initially took the insurance. I was told that I would receive feedback in 48 hours. No one called me back. I called on Wednesday and spoke to Caroline who said there is no notes speaking of my call on Monday. I decided to be gracious and started a new process with Caroline. She said I will recieve feedback on Thursday, no feedback received. Today is friday, I patiently called again and spoke to Teneal who said she is escalating to the call center manager and will call me back soon. Its the end of business day now and still no feedback. All this time, I have a claim thats not moving forward because Outsurance is thinks pulling a call recording is rocket science. Ive only been with Outsurance for 2 months and I must say , I regret the move
You have our sincere apologies for your disappointing claims experience!
Since having audited the call you had when you accepted cover with us, our sales manager contacted you. Our sales advisor did not ensure you understood the excess increase and implications hereof. The voluntary excess which was discussed, should have been confirmed properly.
Based on the error on our side, we adjusted the excess for now and future claims and the lapse in service was addressed.
We can assure you of our commitment to provide proper and sound advice to our clients, and take much pride in our service, which form a core value of ours.
Thank you for bringing the matter to our attention and also for accepting our apologies.
Regards
The OUTsurance Team
You have our sincere apologies for your disappointing claims experience!
Since having audited the call you had when you accepted cover with us, our sales manager contacted you. Our sales advisor did not ensure you understood the excess increase and implications hereof. The voluntary excess which was discussed, should have been confirmed properly.
Based on the error on our side, we adjusted the excess for now and future claims and the lapse in service was addressed.
We can assure you of our commitment to provide proper and sound advice to our clients, and take much pride in our service, which form a core value of ours.
Thank you for bringing the matter to our attention and also for accepting our apologies.
Regards
The OUTsurance Team