Complaint over non response from outsurance

I am a loyal client at Outsurance and I also make sure that my monthly premiums are paid . I have never skipped payment. On 15 November 2016 I was in accident whereby another driver bumped me at the back of my car causing a damage to my car. I then called outsurance and explained to my situation to them . I was then advised to register a claim and also told that outsurance will recover the Excess amount of R 3,820.00 from SAPS that I had to pay since the driver was driving an official car ( South African Police Service - car). The Excess that I paid was money that I had saved to pay for my sons school fees on 2017 January

On Dec 5, 2016 at 2:33 PM I received claim document. I sent the car to the panel beater on 2 January 2017. It was fixed and I collected it on 8 January 2017. On 12 January I sent an email to Goodman for follow up on the progress of recovering my access and Helen was assigned to assist me. The very same lady informed me that the other party driver didn’t register the claim as he feels he wasn’t liable for the claim.

I asked her if it means that there is a 99% possibility that I might not get a refund on the access that I need to pay the panel beater for damages caused by the other driver and her response was " We are going to do our best to get the other party to register a claim on his policy and if not then make a decision on if we should proceed with litigation on the claim."

I contacted her again via email on the progress of the recovery on 3 March 2017 and her response was" Full trace report was received on 08/02/2017 and matter was handed over to our attorneys on 13/02/2017. This is a state matter so can be very lengthy."

I then gave outsurance a break of 3 months and decided to contact them again on Mon, Jul 10, 2017 at 8:44 AM. I sent another email on Wed, Jul 12, 2017 at 8:51 AM to Goodman since there was no response from Helena.

Once again there was no response via email , I contacted Goodman telephonically on 17 Aug 2017 ,He also sent me an email stating: Good day As discussed telephonically, our attorney are still busy with the litigation process against the state. Once they finalise the matter one of our advisors will contact you and inform you of the outcome. Also it is with great sadness to inform you that the lady who initially worked on your file has resigned. However please be advised this recovery is not guaranteed and it is a very lengthy process.

Another advisor by the name of Mbali was assigned to work on my case. I later received an email on Fri, Aug 25, 2017 at 12:59 PM from Allie Govender who requested that I send the below documents to VAN BREDA & HERBST INCORPORATED 1. Vehicle registration certificate (Natis) of the vehicle with registration number 2. A copy of your driver’ license; 3. A copy of your ID; 4. Any photographs in your possession of the scene of the collision.

When I tried to do a follow up with Mbali on 2/10/2017 she then told me its too soon for me to be calling her. So decided to give outsurance a break of another 3 months and had to send another email on Wed, Jan 10, 2018 at 11:27 AM to Allie , Mbali and Goodman ( NO RESPONSE AGAIN)

I am tired and fed up of the pathetic service from the advisors who are not responding to me each time I contact them via email. What an awful experience. I am so disappointed