1 reviews | Active since Jan 2017
Cancel insurance and take the money.
I will be the first to admit that I have had financial challenges for the last four to five months. During that time my business insurance premiums have bounced. And I completely accept that I obviously don't have cover if my payments are not provided for.
In an effort to reduce my premium, I contacted Outsurance to update my policy with new hardware (laptop, phone). Instead of my premium decreasing it went up by R300. Only to find out that Outsurance was never covering two laptops I had, only one. Which would have been a huge shock, but entirely my fault if both machines got ******.
Then last week I get a call from Outsurance from a consultant wanting to assist because of returned debits. What a relief, some assistance. She was very helpful. To make a long story short she changed my debit date from the 1st to the 5th.
Well, what a surprise to wake up yesterday with a blunt email telling me that my insurance had been cancelled due to a failed debit order. I requested a call back to find out what was going on. Personal insurance consultants = Very friendly how can we help? Business insurance consultants = Not so friendly, tough luck. I was told that Outsurane sent an SMS on the 18th to say they would debit R317.60 on the 1st.
I would have thought that the conversation with a human consultant from Outsurance would supersede an SMS, but I am obviously mistaken. I told Outsurance that it was fine. I'm not going to fight. I know I am on the back foot so rather just keep the policy cancelled. I still received yet another blunt SMS telling me my business insurance is cancelled.
This morning, just to top off the confusion, I checked my bank account only to see that Outsurance still took their premium of R317.60 it never bounced. 02 Mar 2023 | OUTSURANCE OT***8 A17102 | -317.60
So despite being a client for 6+ years with personal and business insurance it takes R317.60 to get cancelled even though they took the money.
Having done a tiny amount of comparative research since yesterday I have established that I have been paying over-the-top premiums. R515 for personal vehicle insurance vs +- R220 for the same car from other insurers.
I guess this happens when you drop your guard and believe that an insurance company actually has your interests at heart.
Pretty shocking for a company that I really have thought highly of in the past.
I see that my personal cover debit order ran last night as expected on the 5th.
Regarding my original complaint. Thanks for the reply on Hellopeter. But that is just a publicity response. But there has been no other activity to address the matter since then.
The debit order was never returned, the money was taken and the policy was cancelled regardless.
It is 'only' R300, but I am sure I am not the only one who has been ****** from in this way. 1000s of R300s make up for a lot of money.
One may even say, it is money for nothing.
I see that my personal cover debit order ran last night as expected on the 5th.
Regarding my original complaint. Thanks for the reply on Hellopeter. But that is just a publicity response. But there has been no other activity to address the matter since then.
The debit order was never returned, the money was taken and the policy was cancelled regardless.
It is 'only' R300, but I am sure I am not the only one who has been ****** from in this way. 1000s of R300s make up for a lot of money.
One may even say, it is money for nothing.
Thank you for raising your concerns with us.
Nadia our client services manager contacted you to address your concerns and to discuss the cancellation in detail. Your policy never cancelled due to the R317.60. There was another resubmission of R839.11 which was unpaid and your policy automatically cancelled. Each time a premium is missed we send a SMS and email notifying the client of the resubmission. On the last attempt we also send a SMS and email notifying the client that if the premium is unsuccessful the policy will automatically cancel. A policy will automatically cancel after 2 consecutive non-payments.
We do apologise for the inconvenience caused.
Regards,
OUTsurance
Thank you for raising your concerns with us.
Nadia our client services manager contacted you to address your concerns and to discuss the cancellation in detail. Your policy never cancelled due to the R317.60. There was another resubmission of R839.11 which was unpaid and your policy automatically cancelled. Each time a premium is missed we send a SMS and email notifying the client of the resubmission. On the last attempt we also send a SMS and email notifying the client that if the premium is unsuccessful the policy will automatically cancel. A policy will automatically cancel after 2 consecutive non-payments.
We do apologise for the inconvenience caused.
Regards,
OUTsurance
Nadia did indeed contact me last week. She was very helpful in explaining what happened. Although I can't say it makes 100% sense. But as I have learnt from banks, these industries are rarely wrong despite how confused you as the customer may be.
Nevertheless, I took courage from Nadia saying that she felt the consultant was not clear enough in explaining after listening to the voice recording.
The experience has however forced me to do comparative quotes and I am glad to see that I can save a lot with other providers.
Thank you, Nadia, for taking the time to phone and explain. I really appreciate your time.
Nadia did indeed contact me last week. She was very helpful in explaining what happened. Although I can't say it makes 100% sense. But as I have learnt from banks, these industries are rarely wrong despite how confused you as the customer may be.
Nevertheless, I took courage from Nadia saying that she felt the consultant was not clear enough in explaining after listening to the voice recording.
The experience has however forced me to do comparative quotes and I am glad to see that I can save a lot with other providers.
Thank you, Nadia, for taking the time to phone and explain. I really appreciate your time.