Complaint - Outsurance Pet Insurance Premiums and Poor Client Service

Dear Outsurance Team,

I wish to express my absolute disappointment with my recent interaction regarding my pet insurance.

I have been a client of Outsurance Pet Insurance for 3 years holding the comprehensive cover option. I was astonished to note that over the past three years my premiums have increased by more than 50% in comparison to my initial premium when joining the insurance.

I reached out to your contact centre to understand the reason for the significant spike, and furthermore to ascertain if any adjustments can be made to allow for a more reasonable monthly premium.

In summary, it was established that the primary reason for these drastic increases were due to claims which have been made by me over the past two years due to emergency situations, essentially leaning towards the notion that I now need to pay back Outsurance to cover the costs of my past claims. I find this business practice to be appalling, given that Insurance is taken to cover the client for cases of emergencies and unforeseen circumstances.

I am further disappointed that almost little to no effort was made to try and retain me as a client. Instead, I was repeatedly advised “that is not how insurance works” . Your contact center agent spoke to a manager and less than a minute later, I received feedback stating there was nothing further that can be done to assist me with adjusting my premiums. Having been a client with insurance for more than 10 years, It was obvious that barely any effort was made on the part of the agent or manager responsible.

As a client, I believe I am not being treated fairly and being punished for unforeseen emergency situations, not valued and my concerns disregarded.

I again would request for Outsurance to relook at my premiums, and kindly provide me a reasonable premium payable.

Your assistance in this regard is appreciated.