Didn't do their job - Now I'm paying the price

<p>We've been with outsurance for 5 years now & have always been very happy. We knew we were paying more on monthly premiums than we would elsewhere, but always reasoned that we would rather pay a bit more because of the excellent service we received & efficience of their claims department. At the beginning of December 2016, we had a massive premium increase of almost R1300 due to our claims history without any warning or notification. Because there were not enough funds available because of this increase, the debit order was sent back. We started looking at other insurers & got a quote from Budget Insurance for R900 less than the Outsurance Premium before the massive increase. When I spoke to the consultant at Outsurance, named Paris, I told her we are cancelling our policy. She tried what she could but could only get our premium down to R3300. She was also very degrading of Budget, which I found inappropriate. We then confirmed telephonically with her that the debit order for December should be taken off our account immediately & she confirmed it will be done & also confirmed we would then be covered until 31 December 2017. We thought nothing of the matter further. On 30 December 2016 my husband's phone was ****** by a pick pocket. Submitted the claim, only to be told after a week of waiting for the claims consultant to contact us or return our calls, that the premium was still unpaid thus hindering the claim. What's more is that Paris never cancelled our policy & submitted a debit order of R3300 for 1 January 2017, which we sent back from our bank as we already have other insurance in place. Our current claim consultant, Mosa Tau, says they are reviewing the phone calls between Paris and ourselves, but it's been way more than a week now & my husband is still without a phone. I need this sorted out ASAP. I will take matters further if this claim is denied as Outsurance received clear instruction for the debit order to be taken & because 1 person is too useless to do their jobs, my husband is now without a phone. I'm glad now that we left, but I need the matter sorted. </p>