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Ashwin R
1 reviews | Active since Jul 2020
06 Dec 2021, 15:55
Dare try to Claim, then you will see the real Outsurance
My elderly parents claimed for a TV that was damaged after a lightning storm. They were told the TV will be repaired, and they have only a 3 month warranty. After 3 months, if something goes wrong then it's the customers risk. When I expressed my dissatisfaction with that, they told me that there is nothing they could do to help. They absolutely refused to replace the TV, which would have been the proper thing to do as the repair would not hold up after 3 months. Really disappointed. Also the claims center agents are so rude. Unbelievable.
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Replies (6)0
Replies (6)AR
Ashwin R's updateReviewer Update
07 Dec 2021, 10:03Good day. Thanks. I will
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Ashwin R's update07 Dec 2021, 10:03
Reviewer Update
Good day. Thanks. I will
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Ashwin R's updateReviewer Update
07 Dec 2021, 21:45Ok so I get a call from Outsurance Manager. Eventually discloses that a client's history is considered before a decision is taken in respect of a claim. If you have had a claim of this nature in the past, then you are not seen in a very good light. Accordingly you are high risk. They do a calculation of the money they receive in premiums against the money paid out. So, we supposed to hope that the Act of God, being lightning or power surges doesn't happen twice. The second time you claim, your claim will be done as cheaply as possible to ensure that they don't loose money. Do yourself a favor, go to another insurer that delivers what is contractual, and doesn't hide behind undisclosed internal policy when a claim is submitted. Absolutely a ****. Insure elsewhere and don't be enticed by false advertising, which is the only thing that Outsurance is good at. Canceling to go to King Price. They are 100% better, cheaper and credible.
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Ashwin R's update07 Dec 2021, 21:45
Reviewer Update
Ok so I get a call from Outsurance Manager. Eventually discloses that a client's history is considered before a decision is taken in respect of a claim. If you have had a claim of this nature in the past, then you are not seen in a very good light. Accordingly you are high risk. They do a calculation of the money they receive in premiums against the money paid out. So, we supposed to hope that the Act of God, being lightning or power surges doesn't happen twice. The second time you claim, your claim will be done as cheaply as possible to ensure that they don't loose money. Do yourself a favor, go to another insurer that delivers what is contractual, and doesn't hide behind undisclosed internal policy when a claim is submitted. Absolutely a ****. Insure elsewhere and don't be enticed by false advertising, which is the only thing that Outsurance is good at. Canceling to go to King Price. They are 100% better, cheaper and credible.
OUTsurance's replyOfficial
08 Dec 2021, 11:26Good morning Ashwin,
Thank you for your further feedback.
Further to our private reply of yesterday, our claims manager Xinilia has been in contact with you.
She has mentioned that we will unfortunately not be able to replace your parents TV as it is repairable and she has shared the policy wording with you.
The TV in question was reported to us by the policy holder as being 8 years old, thus we cannot extend a warrantee with an additional 5 years but offer a 3 month warranty on the workmanship done. Should your parents have any concerns with the functionality of the TV, they need to inform us immediately.
The call in question was audited and no transgressions were identified however we apologise that we made you feel this way.
We are sorry that we were unable to assist you to your satisfaction but can assure you that the decision was made on the basis that the TV can be repaired.
Xinilia has mentioned that any further concerns can be referred to her directly.
Kind regards,
OUTsurance
Thank you for your further feedback.
Further to our private reply of yesterday, our claims manager Xinilia has been in contact with you.
She has mentioned that we will unfortunately not be able to replace your parents TV as it is repairable and she has shared the policy wording with you.
The TV in question was reported to us by the policy holder as being 8 years old, thus we cannot extend a warrantee with an additional 5 years but offer a 3 month warranty on the workmanship done. Should your parents have any concerns with the functionality of the TV, they need to inform us immediately.
The call in question was audited and no transgressions were identified however we apologise that we made you feel this way.
We are sorry that we were unable to assist you to your satisfaction but can assure you that the decision was made on the basis that the TV can be repaired.
Xinilia has mentioned that any further concerns can be referred to her directly.
Kind regards,
OUTsurance
OUTsurance's reply08 Dec 2021, 11:26
Official
Good morning Ashwin,
Thank you for your further feedback.
Further to our private reply of yesterday, our claims manager Xinilia has been in contact with you.
She has mentioned that we will unfortunately not be able to replace your parents TV as it is repairable and she has shared the policy wording with you.
The TV in question was reported to us by the policy holder as being 8 years old, thus we cannot extend a warrantee with an additional 5 years but offer a 3 month warranty on the workmanship done. Should your parents have any concerns with the functionality of the TV, they need to inform us immediately.
The call in question was audited and no transgressions were identified however we apologise that we made you feel this way.
We are sorry that we were unable to assist you to your satisfaction but can assure you that the decision was made on the basis that the TV can be repaired.
Xinilia has mentioned that any further concerns can be referred to her directly.
Kind regards,
OUTsurance
Thank you for your further feedback.
Further to our private reply of yesterday, our claims manager Xinilia has been in contact with you.
She has mentioned that we will unfortunately not be able to replace your parents TV as it is repairable and she has shared the policy wording with you.
The TV in question was reported to us by the policy holder as being 8 years old, thus we cannot extend a warrantee with an additional 5 years but offer a 3 month warranty on the workmanship done. Should your parents have any concerns with the functionality of the TV, they need to inform us immediately.
The call in question was audited and no transgressions were identified however we apologise that we made you feel this way.
We are sorry that we were unable to assist you to your satisfaction but can assure you that the decision was made on the basis that the TV can be repaired.
Xinilia has mentioned that any further concerns can be referred to her directly.
Kind regards,
OUTsurance
AR
Ashwin R's updateReviewer Update
08 Dec 2021, 12:08Good day.
Read through your own comments and you will see how you contradict yourself.
You say the TV is repairable and in the same breath say that it can only be warrantied for 3 months. In other words the repairer...YOUR REPAIRER is saying that he is only prepared to warranty that REPAIRS DONE for 3 months. So after 3 months if something goes wrong with the PART/S HE FITTED, he will not be liable.
How, I ask you can this ever be deemed a REPAIRABLE item in these circumstances. Your repairer was asked to give a longer warranty on the REPAIR, and he said 'I cannot'. So it is clear that whilst he can get the TV to work, it is not REPAIRABLE as after 3 months it MIGHT or MIGHT NOT give the same problem again. This TV is clearly not repairable I the circumstances and should have been replaced as per the policy. After 3 months my parents that are pensioners will be strapped with the same problem without any recourse. So why are they even paying for insurance.
Anyway, like I said. You guys have done everything in your power to save yourselves costs at the expense of your customer. Hence I say and maintain that your advertising of customer satisfaction and paying out on such a high ratio of claims is an ABSOLUTE MISREPRESENTATION, that the South African consumer must be aware of before joining OUTSURANCE.
My advice would be to consult other insurers that are more reputable. As is clear from these responses, what extent OUTSURANCE is prepared to go to, to save themselves costs and not deliver in terms of the policy. And to do this to PENSIONERS, is a real testament to the level you are willing to stoop to.
I will however not let this rest. I will fight this for all the pensioners that are being ****med by this policy,as a matter of principle.
Read through your own comments and you will see how you contradict yourself.
You say the TV is repairable and in the same breath say that it can only be warrantied for 3 months. In other words the repairer...YOUR REPAIRER is saying that he is only prepared to warranty that REPAIRS DONE for 3 months. So after 3 months if something goes wrong with the PART/S HE FITTED, he will not be liable.
How, I ask you can this ever be deemed a REPAIRABLE item in these circumstances. Your repairer was asked to give a longer warranty on the REPAIR, and he said 'I cannot'. So it is clear that whilst he can get the TV to work, it is not REPAIRABLE as after 3 months it MIGHT or MIGHT NOT give the same problem again. This TV is clearly not repairable I the circumstances and should have been replaced as per the policy. After 3 months my parents that are pensioners will be strapped with the same problem without any recourse. So why are they even paying for insurance.
Anyway, like I said. You guys have done everything in your power to save yourselves costs at the expense of your customer. Hence I say and maintain that your advertising of customer satisfaction and paying out on such a high ratio of claims is an ABSOLUTE MISREPRESENTATION, that the South African consumer must be aware of before joining OUTSURANCE.
My advice would be to consult other insurers that are more reputable. As is clear from these responses, what extent OUTSURANCE is prepared to go to, to save themselves costs and not deliver in terms of the policy. And to do this to PENSIONERS, is a real testament to the level you are willing to stoop to.
I will however not let this rest. I will fight this for all the pensioners that are being ****med by this policy,as a matter of principle.
AR
Ashwin R's update08 Dec 2021, 12:08
Reviewer Update
Good day.
Read through your own comments and you will see how you contradict yourself.
You say the TV is repairable and in the same breath say that it can only be warrantied for 3 months. In other words the repairer...YOUR REPAIRER is saying that he is only prepared to warranty that REPAIRS DONE for 3 months. So after 3 months if something goes wrong with the PART/S HE FITTED, he will not be liable.
How, I ask you can this ever be deemed a REPAIRABLE item in these circumstances. Your repairer was asked to give a longer warranty on the REPAIR, and he said 'I cannot'. So it is clear that whilst he can get the TV to work, it is not REPAIRABLE as after 3 months it MIGHT or MIGHT NOT give the same problem again. This TV is clearly not repairable I the circumstances and should have been replaced as per the policy. After 3 months my parents that are pensioners will be strapped with the same problem without any recourse. So why are they even paying for insurance.
Anyway, like I said. You guys have done everything in your power to save yourselves costs at the expense of your customer. Hence I say and maintain that your advertising of customer satisfaction and paying out on such a high ratio of claims is an ABSOLUTE MISREPRESENTATION, that the South African consumer must be aware of before joining OUTSURANCE.
My advice would be to consult other insurers that are more reputable. As is clear from these responses, what extent OUTSURANCE is prepared to go to, to save themselves costs and not deliver in terms of the policy. And to do this to PENSIONERS, is a real testament to the level you are willing to stoop to.
I will however not let this rest. I will fight this for all the pensioners that are being ****med by this policy,as a matter of principle.
Read through your own comments and you will see how you contradict yourself.
You say the TV is repairable and in the same breath say that it can only be warrantied for 3 months. In other words the repairer...YOUR REPAIRER is saying that he is only prepared to warranty that REPAIRS DONE for 3 months. So after 3 months if something goes wrong with the PART/S HE FITTED, he will not be liable.
How, I ask you can this ever be deemed a REPAIRABLE item in these circumstances. Your repairer was asked to give a longer warranty on the REPAIR, and he said 'I cannot'. So it is clear that whilst he can get the TV to work, it is not REPAIRABLE as after 3 months it MIGHT or MIGHT NOT give the same problem again. This TV is clearly not repairable I the circumstances and should have been replaced as per the policy. After 3 months my parents that are pensioners will be strapped with the same problem without any recourse. So why are they even paying for insurance.
Anyway, like I said. You guys have done everything in your power to save yourselves costs at the expense of your customer. Hence I say and maintain that your advertising of customer satisfaction and paying out on such a high ratio of claims is an ABSOLUTE MISREPRESENTATION, that the South African consumer must be aware of before joining OUTSURANCE.
My advice would be to consult other insurers that are more reputable. As is clear from these responses, what extent OUTSURANCE is prepared to go to, to save themselves costs and not deliver in terms of the policy. And to do this to PENSIONERS, is a real testament to the level you are willing to stoop to.
I will however not let this rest. I will fight this for all the pensioners that are being ****med by this policy,as a matter of principle.
AR
Ashwin R's updateReviewer Update
08 Dec 2021, 14:03Also if one has to look at the definition of repairable it means "to RESTORE something to GOOD CONDITION". Restoring something to function, does NOT mean that it is restored to GOOD CONDITION. It is obvious that getting the TV to function for 3 months is NOT restoring it to GOOD CONDITION. So hence the TV is not repairable and should have been replaced.
I am however certain that the Ombudsman or if necessary the courts will see this obvious contractual interpretation, and the insurers blatant disregard for the wording and interpretation of their own policy
I am however certain that the Ombudsman or if necessary the courts will see this obvious contractual interpretation, and the insurers blatant disregard for the wording and interpretation of their own policy
AR
Ashwin R's update08 Dec 2021, 14:03
Reviewer Update
Also if one has to look at the definition of repairable it means "to RESTORE something to GOOD CONDITION". Restoring something to function, does NOT mean that it is restored to GOOD CONDITION. It is obvious that getting the TV to function for 3 months is NOT restoring it to GOOD CONDITION. So hence the TV is not repairable and should have been replaced.
I am however certain that the Ombudsman or if necessary the courts will see this obvious contractual interpretation, and the insurers blatant disregard for the wording and interpretation of their own policy
I am however certain that the Ombudsman or if necessary the courts will see this obvious contractual interpretation, and the insurers blatant disregard for the wording and interpretation of their own policy
AR
Ashwin R's updateReviewer Update
13 Dec 2021, 18:45No reply...typical. This is the treatment you get from Outsurance. I hope this demonstrates with sufficient clarity to everyone reading this blog, exactly what Outsurance is about. My advice ...leave Outsurance...OUT!!
AR
Ashwin R's update13 Dec 2021, 18:45
Reviewer Update
No reply...typical. This is the treatment you get from Outsurance. I hope this demonstrates with sufficient clarity to everyone reading this blog, exactly what Outsurance is about. My advice ...leave Outsurance...OUT!!