Do not recommend OUTsurance - they are not professional, loyal or understanding.

I am so dissatisfied, disheartened and concerned regarding the handling of my recent vehicle repair by OUTsurance. As a client since 2015, with little to no claim records (this is the first ‘big’ claim I have ever had), I have always expected prompt and effective service from OUTsurance, but unfortunately, my recent experience has been anything but satisfactory.

My vehicle was booked for repairs on August 18th, specifically for issues with the air conditioner condenser. A new air conditioner condenser was fitted, and the car appeared fine upon collection on September 2nd.

However, on September 5th, a noise was heard, the air conditioner stopped working, and I contacted OUTsurance’s preferred repairer (Mechanic Monster/Khalanga KAB Auto Collision Repirs) immediately to notify them of these issues: The car was scheduled to be checked on September 8th, but on September 6th, while driving, the engine overheated, produced knocking sounds, and eventually cut out. My car is no longer running… It just went in for aircon repairs.

The subsequent assessment from OUTsurance’s preferred repairer revealed a head gasket issue, attributed to a failed thermostat causing overheating. The report mentions that the complete failure of the cooling system, combined with driving until cut out, led to engine failure. Notably, no water leaks were evident at the breakdown site.

I raise concerns about the failure of the thermostat, not being replaced during the repair, and its possible role in the subsequent engine failure. Questions arise regarding conflicting information in the OUTsurance report, particularly about the thermostat and water temperature sensor.

I dispute OUTsurance's claim that the thermostat seemed recently fitted, citing the radiator report stating a clean system. I emphasise that the car never experienced overheating before the repair.

The report's mention of a road test and later claim that thermostat failure wouldn't be found until driven a distance raises doubts about the thoroughness of the testing process. No testing was done in my opinion and no assessment of the vehicle after the damages was done either. I would like to state that my car was not test driven at the repairer, I was asked if I checked if there was water before I left the premises (this is not my job?)

The aftermath of the engine failure has left me without transportation.

I express dissatisfaction with OUTsurance's response, finding it weak and unprofessional. Despite multiple attempts, I have yet to receive a detailed report from OUTsurance's assessor, who verbally attributed thermostat issues to 'wear and tear.'

Additionally, during the car's tow and repair, the spare wheel went missing, adding to the overall discontent with the service.

In conclusion, the handling of the repair process, the missing spare wheel, and the lack of clarity regarding the thermostat issue have left me deeply dissatisfied and inconvenienced. I have requested comprehensive reports and a resolutions to the issues raised, but nothing.

I have since spoken to multiple professionals and they are all of the opinion that these damages are the repairers fault.

Most concerning, however, is the fact that my vehicle has not once been properly assessed (stripped), and I have discovered a radiator leak. This issue is not a result of wear and tear, and I firmly believe that OUTsurance should take full responsibility for it as they chose the repairer. It is disheartening to feel that my concerns are not being addressed adequately, and the lack of proper assessment only adds to my distress.

As a client who has entrusted OUTsurance since 2015, I must express my disappointment in the level of customer service I have received during this trying time. It seems that everything is fine until one needs to speak to a manager or obtain proper customer service. This experience has left me with serious reservations about continuing my association with OUTsurance. I plan to cancel my OUTsurance policy.

In light of these issues, I have unfortunately taken this matter further with the Ombudsman for Short-term insurance, however I do not have much hope as OUTsurance are dishonest and probably have connections within the Ombudsman industry. I have been a faithful client, mainly relying on your services for windscreen claims without major incidents. However, the lack of support and the apparent preference for the repairer's opinion over client advocacy has eroded my confidence in OUTsurance.

There is no personalisation, no one cares, it's just a call centre-driven business and you can NEVER get through to a manager.