DISGUSTING AND ********* SERVICE AND STAFF

I was held up at work during an armed ******* on 9th July and my dad was held up at home on the 23rd August. The service we received from Outsurance is disgusting and *********. They have no sympathy and try and confuse and trick you to not pay out your claim. Their staff are a bunch of bullies. I would advise everyone never to insure with them.

The claim for the ******* on the 9th July was not handled as bad as I had thought compared to the ******* on the 23rd August. The work ******* claim assessor was Siya, he did ask staff if they saw me using items claimed for that was kind of silly as everything was recorded on CCTV so he saw exactly what had transpired.

The ******* at my home, where my dad and our domestic worker were held up on Friday, 23rd August, is a nightmare.

I contacted Outsurance claims on Monday 26th August, and gave them all details and information requested.

Nadine Verdappen was the claim advisor. She requested information which I sent.

The contents claim was authorized on 5th September. And some of the items were delivered the next day. The balance was delivered a week later.

The Out and about claim was authorized on 5th September for R 101, 234.00 and was then revised to R 109,989.00 with an excess of R 670 to pay.

I have screenshots as proof of all amounts authorized.

I then contacted Nadine to query if the claim can be paid out cash instead of jewelry as after being ****** in twice in the last two months I won’t feel safe using jewelry any time soon, Nadine then advised that it’s a big amount and that she is not authorized to make a decision on that but would then get her manager to contact me, to query why I wanted cash instead of a credit with the jeweler. Her manager then called me and I explained why as I don’t feel safe using so much of jewelry or even keeping so much of jewelry at my home. The manager advised that she will give me the outcome soon. A few days later, on the 18th September, I called to query why I had not received any feedback and was then advised that an assessor was appointed, Allen Pillay.

He contacted me that same afternoon and advised on a meeting to be held on 25th September as there was a public holiday and could not make it sooner. We had the meeting at my home and I supp**** him with all information requested. I did advise him that what jewelry was not ****** and that I had sent same with my sister to keep until I feel safe to have it again. He requested pictures which I sent to him. He also requested a consent form and details of family I contacted after the ******* which I gave him. He was highly confused as he did not know that the home contents were already replaced a few days ago by Outsurance. He requested for evaluations which I have given to him and he has still not returned. On those evaluations lots of jewelry was evaluated at the same time and some were my sisters which are not on my policy schedule.

He then called me on set up another meeting as he had queries of items I had claimed for, he then came and met me at my place of work and then I clarified it with him.

On the 26th September, he contacted my other sister (details were not given to him) via email asking what jewelry she has with her, she was highly confused as she didn’t have any of my jewelry. He did not have permission to contact her and this was very *********. I then tried to call him which he didn’t answer and even tried his manager Pooblan Moonsamy, who also didn’t answer or return my call. A few hours later I went onto Whatsapp and Allen was online so I called him and after a few good rings, he answered, I then asked him how did he get my sisters details as he never asked for it and I didn’t supply it, he then claimed that he had it from my previous claim. He made it seem like we are hiding my jewelry and trying to claim. If that was the case why would I claim for certain items and not all? It all just doesn’t make sense.

Allen then asks for details of a neighbor who witnessed the *******, as this was the last bit of information he needed to finalize the claim, I supp**** that to him.

On the 2nd of October he then asks for my sister email address as he was unable to contact her, when I queried this with him as per our last conversation he advised that he doesn’t require any other information, he advised that he needs to complete all validations. He did contact my sister via telephone and was rude and asked questions not relevant to the claim. She asked him to send her an email requesting information he required, he sent a totally different email compared to questions asked via telephone.

I then get a call from Poobalan on 8th October asking me to come into their offices as they have a recording from my 2015 claim where I said that I have given my traditional wedding chain away, so I said maybe I said that I was having some issues with my husband at the time, but he did give it back to me when we reconciled. He then argued with me until I told him please base your claim on information you have as I’m and tired of all this and I’m just getting more stressed out. I did advise him that I have been seeing a psychologist from the time we had the ******* at work and I can’t handle the stress. Poobalan then called me again on the 10th October and insisted I have to come in. I said I can’t handle the stress and please base your outcome by the information provided as I will take it up further when I am feeling better. He asked for my husband’s number to query if he gave me my traditional wedding chain back and he did advise Poobalan that he did. He then also advised that I have been flagged on their system and that I am not co-operating, I asked him how; I have supp**** all information asked for. He said because I am breathing heavy, I do have a medical breathing problem and it gets worse when I am stressed. I can supply proof of this also.

I then get a call on 11th October from Poobalan advising I must not even think of getting paid out cash and that my claim has now been approved for an amount of R 92,994.00 as they would not be paying out for my traditional wedding chain. He then insisted that I had my sisters chain insured and they are not paying for it. I was so fed up I just said ok if that’s the what you say and pay for what you’ll want as this is a no win situation with your company. My policy clearly stated my chain was 9ct and my sisters chain which is not on the schedule is 22ct. Since he clearly stated that he is the manager and his decision is final. He made it seem like I must be lucky that he is even authorizing the claim. He stated that my claim was never approved which is nonsense as I have proof showing it was approved for R 101, 234.00 and revised to R109,989.00.

The recording he was apparently referring to was when an assessor Ray handled a claim in 2015, where he was asked to leave my property as he was rude and pushing me around, even then I was supposed to change my insure to some other company but was advised by Poobalan that Ray will be reprimanded for his behavior, I should have just changed it then as it seems all their staff are a bunch of bullies. I even advised Poobalan that I am sure Ray was involved in the ******* at my home as only he know where some of my things were kept and that is exactly where the ******s had looked. Poobalan said Ray doesn’t work there anymore.

The base of reducing the amount doesn’t make sense as if I didn’t have my traditional chain and they were aware of it why was it still being insured, as the items claimed for in 2015 were removed from my schedule by Outsurance. So if they are adamant I had given it away and don’t have it why still insure it? I had the chain at my home and it was ****** and they just don’t want to understand that. They just make every excuses not to pay.