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mujahid C

1 reviews | Active since Feb 2016

06 Apr 2018, 18:00

Despicable service from Outsurance

So I had my car for a few months and noticed that I had intentional scratches on the car. After noticing the intentional scratches, I called Outsurance call centre and they told me to take the car to an Outsurance assessor (Marnus), where he gave me a quote. However, it was not for all the intentional scratches, so I called them saying I was not happy about the quote, and I wanted them to assess the car again. I then took it to another Outsurance assessor (Sulaiman) to check the car as per instruction from Outsurance, and we both went through all the scratches. He said he will send it back to the original assessor (Marnus) and he would contact me. However, he did not contact me.

I then had to follow up with Marnus (original assessor) and he told me that the scratches were over time, baring in mind I have only had the car for approximately 3 months. Also bare in mind, when you take insurance out, you have your car inspected, before they approve your insurance. I even found scratches on top of the roof of my car. The scratches were not from me s****ing against a wall, another car etc. In addition, Sulaiman did not tell me that it looks like it happened at different times (over time) when we were checking it together.

I expected transparency when I brought the car to one of the Outsurance assessors, not to find out after the fact that it is assumed that the intentional scratches were done over a period of time. I had the car literally 3 months, I could not have done all that in such a short period of time.

I then called the call centre stating that I will not accept the argument from Outsurance; where Outsurance argument is now that the whole car is required to be sprayed (due to Sulaiman (assessor) and I finding all scratches); Outsurance is not prepared to do that. The consultant said she will get a manager to contact me urgently, however, they did not contact me. After a week, I emailed them and they promised me the same thing. It is now approximately two weeks and no one has gotten back to me.

I think that Outsurance gives despicable service, and it is a big hassle when they are expected to pay out. I honestly regret doing business with them. I will not allow this to go any further, I will take this further if nothing is done by Outsurance.

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Replies (2)
OUTsurance
OUTsurance's reply10 Apr 2018, 13:48
Official

Hello mujahid-carlie

Please accept our sincere apologies for the frustrating service experience.

Our claims manager investigated the detail and since the inspection sheet did not show any previous damage, a business decision was made to attend to all required repairs.

Siya also explained our initial stance and we thank you for your understanding.

Regards

Dinky

mC
mujahid C's update15 May 2018, 12:09
Reviewer Update
DESPICABLE SERVICE PART 2 As per my previous complaint on Hello Peter, I had an issue with Outsurance regarding a claim. A brief overview: I had intentional scratches (damage) done to my car and I was given a quote to spray part of my car (original quote). I then went back to them and said that I was not happy with the quote and disgusted by their service. Please bear in mind that intentional scratches (damages) is part of my cover, which was so strongly sold to me by Outsurance. So after a lengthy fighting session with Outsurance, the “Manager” Thapelo gave me a vague answer saying that we got approved to spray my car, after there were intentional scratches (damages) done to my car. He “Thapelo” then told me to go out and get a quote to spray my car. I then went out to get quotes to spray my entire car; due to the fact that I had an issue with my original quote. When I sent him (Thapelo) my quotes he said that he will follow up with the respective departments regarding my claim, and then came back to me saying that he will be going forth with my quote. So I thought ok great, we finally came to a conclusion and they accepted my quote. He then said the guys spraying my car (TEKTON) will contact me when I should bring my car. They then called me saying I should bring my car and that they will only be spraying the two parts of my car (original quote), and that they won’t be doing my entire car. So in other words, I only found out that they would not be spraying my entire car when I got in contact with Tekton. So Thapelo did not make this clear to me and I am disgusted by his despicable service, not only not being transparent but also being nonchalant about the whole ordeal. Through the entire process, he did not seem friendly, he spoke with no Zest and not once did I feel that my case is really important to him. After all the effort to getting the required quotes, Thapelo EVENTUALLY sends me the original quote (quote to spray only two parts of my car), which I was originally not happy with. To me it seemed he only sent me the quotes because I contacted Tekton and they gave me clarity on what they were going to do. I thought now that I was dealing with so called “Manager”, he would be transparent, but he was far from it. Please bear in mind all our calls and emails are recorded. I have decided now to go forward with the Ombudsman and I will not let this slide. A piece of advice to people, Outsurance have great Ad’s but when it comes to being transparent, paying out, honest and giving great service, THEY DEFINITELY DO NOT ANY OF THOSE QUALITIES, and I will reiterate that I TOTTALLY REGRET DOING BUSINESS WITH THEM and recommending them to my mom and brother; and will NEVER recommend them to anyone EVER again.