Don't do business with outsurance

I have had the most ********** experience with Outsurance and want to warn all consumers about the bad service

Which I have received. I have been a client of theirs for some time and pay my premiums every month on time.

My vehicle was involved in an accident recently and here are some scary facts.

Outsurance has contracted Leon’s Panel beaters in Bloemfontein to do their work. It seems this joint venture is to ensure that both Leon’s and Outsurance benefit financially to the detriment of you the consumer. My vehicle was in an accident and my daughter were in the vehicle. I was called to say that they were in an accident and I arrived at the scene, and jumped in the ambulance with my daughters and left the vehicle at the scene. Knowing that my insurance is with Outsurancy “YOU ALWAYS GET SOMETHING OUT”

The vehicle was towed away and I was more than comfortable that there would be no concerns. Unbeknown to me, the company that towed the vehicle away was not contracted to Outsurance. This I was not aware of at the time. And I take ownership of it.

The claim was lodged and approved and the vehicle was send to Leon’s Pannel beaters for repairs. I was informed that my access was R8400.00 which I went to pay. On arrive I noticed that there was damage to the front of the vehicle which had not been repaired. I asked the panel beaters why the front of the vehicle was not repaired and I was told that this was not part of the claim. And this behaviour is typical of Outsurance. i asked the panel beaters to address the issue with the insurance company as I was not prepared to take the vehicle after paying the access for a vehicle that was not fully repaired. Leon’s panel beaters then called me to say that Outsurance was not going to repair the damage and that I had to log another claim and pay another access. I would like to add here, that the accident happened in May, when I paid the access in October, there was a part in the interior of the vehicle that had not yet been replaced. They are still waiting for this part. In all this time, nearly six months for the vehicle to be repaired, I have been paying my premium on my insurance. For 6 months I have not had the use of the vehicle as it is at the panel beaters as they are still waiting for a part. (they called me to fetch the vehicle) which I refused.

I then decided to take the matter up with Outsurance offices in Bloemfontein. This exercise was futile and a waste of time and energy. I raised my concerns with Gert Nel who informed me that the damage to the front of the vehicle is in fact not covered in the original claim and that I now need to log a separate case for the damage to the front of the vehicle and pay an addition access fee. I was not happy with the answer and my querie was then passed on to Donelle Geyser who informed me that the damage to the front of the vehicle is a separate issue and I need to log and incident and pay access fee again. So to all the consumers out there…..”you always get something out” the famous slogan. It actually means that Leon’s and Outsurance will always get something out……………..not the consumer. If I log another call the panel beater gains additional income and so does the insurance company………….it’s a win win for them both.

Here are some scary facts.

My premiums were paid monthly. Accident happened in May, its November, they are still waiting for a part for my vehicle (the inside panel of the door on the driver’s side. 6 months I have not had use of my vehicle and paid insurance for a vehicle that is at a preferred panel beater for Outsurance. Outsurance is happy to take the premium monthly. I was never informed by either the panel beater or Outsurance that only certain damage would be covered by the claim. When I asked the panel beater why, they blamed Outsurance, when I asked Outsurance they blamed the panel beaters. Yet they are business partners? My premium covered the entire vehicle, but when it comes to fixing, I must pay access twice If I log another claim, both Outsurance gain financially and the panel beaters. When I asked Donelle the claims agent for the MDs name and email address as I am taking it further, she did not know the name of the MD nor would she give me his details. If there is no hidden agenda why not give me the details. After insisting on a name, she then put me on hold and gave two names. Apparently there are two MDs When I asked Gert to send me all the pictures which him and I viewed in the Bloemfontein office he send me one carefully selected picture. If there is no hidden agenda why not send all the photos. This is the first time I have claimed and the experience has been a night mare. With benefits to both the panel beaters and Outsurance but not to me.

“you always get something out” this is the message that Outsurance is promoting. This is obviously not intended for us as consumers. As a consumer, look at the facts, and ask yourself. Do you really want to do business with a Company like this.

I request for one of the MDs from Outsurance to contact me urgently with regards to the facts above.

Disgruntled and unsatisfied consumer

Barnard