DISTATEFUL EXPERIENCE WITH OUTSURANCE CLAIMS PROCESS

<p>I am now at a point where I have had enough. Im not sure who you are trying to make the fool, but that wont be me.</p> <p> </p> <p>I had taken out content cover with outsurance in Mid December 2016 with anticipation of excellent service as advertised by Outsurance. To date that is the opposite of what I have received. </p> <p> </p> <p>In January I had an unfortunate situation where my fishing rods had blown of the roof of my vehicle upon returning from a camping trip. The rods were so badly damaged due to the rods being driven over by vehicles that were behind us. Upon return from our unfortunate trip I consulted my policy schedule to see what the claims process for this situation would be. I noticed that I was under-insured and after much deliberation left it at that. No claim was made. </p> <p> </p> <p>In recent months passed, I had a query on my account, which was resolved by a lady named Selda Manns, in our conversations the event that took place in January came into the conversation, I mentioned to her that already my outlook on outsurance was not of a very positive note, I explained the situation to her and also told her that I was certain that I had specified my Fishing equipment and that it was also specified under the óut & about ' contents. She then made a request that I please send a mail and that they would listen to the calls and let me know of the outcome. A month had passed and she then let me know that the sales call in fact went as I had said, and that Outsurance is not like other companies, even though so much time had passed since the event they (outsurance) would see how they could help me.</p> <p> </p> <p>It is then that they put me through to a claims advisor and a claim was registered. I then had the misfortune of having to deal with a Ms Fazlin Petersen. At first she seemed nice and really willing to assist. However as the process went on I soon realised that she was not there to help my as I was told, but rather to try and look for a reason to decline my claim.</p> <p>Due to my intitial decision not to claim, most of the proof of purchase and proof of purchase was done away with. I unfortunately had no reason to gather all the rods after the incident, except for one, which I took in to a shop to have repaired. But the Gentleman informed me that the rods could not be repaired and that rod too was done away with.</p> <p>On the 04th of July Ms Fazlin eventually contacted me to do a so called telephonic assesment, this was done, however it became rather frustrating when she kept asking me for things that she knew I could not provide. I repeatedly told her that I could not provide proof of purchase as I could not remember the date of purchase. She then repeatedly commented that the stores by law were required to keep the invoices. Which is fair, but I am not the store owner nor am I there to see that they comply. The assesment then went on to feel more like an interrogation and a cross examination rather than a so called assessment. I really feel that considerering the time that has lapsed since the event, specific details are not something I could provide. How do you remember exact dates and details so long after the time??</p> <p> </p> <p>I then wrote the following complaint via email:</p> <p>From: ********** /> Sent: 06/07/2017 06:35am <br /> To: ********** /> Subject: Re: Message Notepad - ********** 5(MS NADENE KUIT) Claim - ********** 92 <br /> Good Morning Matebalo <br /> First off, I would like to advise you, that I am a very unsatisfied <br /> customer. Secondly, I do not appreciate my claim being passed on and <br /> thrown around, as this is claim (event) dates back to January 2017. <br /> Thirdly, I am completely disgusted with the way your assessor has been <br /> handling the claim and by the way she has been treating me as a <br /> customer. In all the time I've had insurance, I have never been this <br /> disgusted and disappointed in a company. <br /> This claim has a lot of history, I am not going through the whole <br /> process again. Personally this Ms. Peterson has left a very bad taste <br /> in my mouth. She has deliberately set me up for failure and it has <br /> become quite obvious that she is looking for any excuse not to resolve <br /> the claim. Furthermore I can confidently say this with regards to the <br /> content of the claim Ms Peterson is most definitely out of her field <br /> of expertise. I can not deal with someone who has an attitude like <br /> hers towards a customer. She comes of as a very witty know it all. I <br /> do not appreciate the way she has interrogated me and tried to cross <br /> examine me in the so called Telephonic assessment. Outsurance offered <br /> to assist me, not treat me like a ******** and further frustrate my <br /> general outlook on the company the way she has. <br /> I will be taking the matter further if this claim is not resolved <br /> within the next 7 days. I can not deal with someone who has an <br /> attitude like hers towards a customer. <br /> Please can you advise what is required for this matter to be resolved. <br /> I would prefer not to deal with Ms. Peterson directly and would like <br /> to request all further correspondence be via email. Just the thought <br /> of dealing with this lady makes me lose my temper. <br /> Thank you for handling the claim, my apologies that you have to be <br /> dropped in the deep end like this. <br /> Your's Faithfully, <br /> Nadene Kuit </p> <p> </p> <p>This email was then very quickly retaliated by a Ms Mariska van Eden, who seemed more eager to cover the tracks of her co worker rather that assisting in the process to finalise and resolve this matter. I really did not appreciate her sarcastic undertone with which she had spoken down to me. Ms Mariska then informed me that Ms Fazlin would continue to handle the matter. I then requested that communication then rather be done via email rather than me speaking to Ms Fazlin, as this would only aggrevate the matter. </p> <p>Ms van Eden then informed me that they would require further documentation as to the ownership of the said goods and that she woulld the send me a formal letter via email to make such a request, and as per the telephone call on 06.07.2017 between myself and Ms Mariska, I would have seven days to submit.</p> <p>At that point I became rather annoyed with the sarcasm and asked as to the process of obtaining all recordings relating to this claim. I was then told by Ms van Eden to go online and request these recordings. </p> <p> </p> <p>Imagine my surprise when I was informed the very next day by a gentleman that I had to request these recordings from Ms Mariska herself? During the conversation with this gentleman named Paul, he asked me to hold and said he would ask Ms Mariska about the online process to obtain these recordings, he came back to me and said that Ms Mariska had stated that she had no knowledge of such a process?? At this point my suspicion was really aroused. Why all of a sudden had she no such knowledge. I then asked the gentleman to please request the recording for me and was informed that he would send an email, on my behalf, doing so, and that he would CC Ms Mariskas manager too. </p> <p> </p> <p>Strangely enough, the very same afternoon, after 17:00 Ms Mariska phoned me to inform me that they were now looking for different information, and that I now only had 48hours to submit the required information. I was told that an email had been sent with such a 'formal letter'and then was told if I had not comp**** by the 48 hour deadline, my claim would be dismissed due to non compliance. I have yet to find the clause in my policy schedule which gives her the right to do so.</p> <p> </p> <p>I have also requested a formulated claim copy, but am told this is not possible due to the claims process being of a telephonic nature. This is utter nonsense. I am getting excuse after excuse. It is clear what is going on here. </p> <p> </p> <p>Why do I have to be treated this way after outsurance offered to help me. I did not ask for this. Outsurance told me they were different. I am sick and tired of being treated like this and furthermore having my integrity questioned by people who are obviously looking for a loophole or an excuse to avoid assisting me. Why was I offered help in the first place. I was not the one that made a mistake in the first place. If the initial mistake on this policy schedule was not made by Outsurance, this would never have been an issue. </p>