Disgraceful service!!!

On Friday the 14th of August, I had to reverse my debit order with OUTsurance due to a family emergency. After reversing it, I immediately called OUTsurance at 13:25 and spoke to Mmaphefo Sekgotho. This lady advised me that I would get a 15 day grace period to pay. I wanted to make an arrangement and told her that I would be able to make the payment 6 days after on the 20th of August, when my husband gets paid. I have been with OUTsurance if i am not mistaken on my own profile since 2019, NEVER submitted a claim. My assets was always covered under my husband's profile who has been there since a year after they opened their doors, plus minus 24-25 years ago....

This lady told me no arrangement or double debit can be made and that I should wait for the SMS with the payment link which would be valifld for the 15 days.

To my surprise, I got a message from OUTsurance on Saturday, but to confirm that my policy was cancelled... I called in now again, spoke to Zanele. She advised that I was given the wrong information from Mmaphefo Sekgotho. Her manager and his/her manager can do nothing, she has spoken to them... They can re-instate but need a pro-rata amount tomorrow.

Due to their staff giving me incorrect information, I now used those funds for the emergency. If i knew that they would cancel my policy, I would have tried to make another plan somewhere or somehow else.

This is unacceptable and they should act on what their staff advise their customers. I am now sitting away from home, driving my car with NO cover due to their staff member giving me the wrong information!