ESCALATE TO MANAGEMENT

*** Claim ***

I've been a customer with Outsurance since 2015. My very first accident claim was done on 1 September 2023. I've had the WORST an most horrific service since the accident. I still do not have my vehicle back - its been over 4 months.

Original Assessors quote was for R13k (including my excess) Repairs as at 15.01.2023 is standing on R74k for a vehicle worth R80k. Second hand parts was used without consent or knowledge - No guarantee will be given on the parts. 1. Outsurance statement on second hand parts (T&C's): With regards to the second hand parts being used, please note the purpose of the insurance is to bring back the vehicle to its condition prior the incident which in this case means using hand parts and not new parts(2023 model). Respectfully, this makes absolutely no sense. We reviewed all details relating to the repairs from the Outsurance website (T&Cs). Herewith a direct sentence retrieval from the Outsurance website : **Here's the thing: we may need to write off your car if it's going to cost us more to have it fixed (back to its original roadworthty state) than actually just calling it 'quits' and paying you the insured value (minus the excess) in cash.**NO one can guarantee that the second hand parts are up to standard.

I've requested additional information in December 2023 as the repairs was going into month nr 4, and I was very FRUSTRATED. I had to use other methods and exorbitant expenses during this period to commute / travel.. yet, every single request is being evaded and now I'm being stonewalled.

1. Original Correspondence OR access to view correspondence, between Assessor and the correspondent (Everad Jooste) that signed off the value of the original repairs (R14k). 2. Original Correspondence OR access to view correspondence, between Assessor and Repair Center regarding the additional costs involved in the repairs (As on 05.01.2024:R67K-breakdown available). 3. Motivation from manager / supervisor regarding the on-going repairs on the vehicle, after exceeding original repairs costs. 4. Reasoning behind using SECOND HAND PARTS to replace headlights? WHY were we never advised of this on email or telephonically. It was only when we queried this that an "excuse" was supp**** that the vehicle is out of warranty - call recording 03.01.2023 ***) 5. The vehicle write off value/threshold value - confirmed at 67% - Call recording 02.01.2024 ***). Supply write off threshold in writing, as the value was confirmed only telephonically. Required vehicle records. 6. ASAP supply me with the premium fees going forward. 7. Who is responsible for the Roadworthiness Certification??? I STILL don't know as I've received a number of different promises and confirmations. HOW can Outsurance state that they will ensure the vehicle is in a "Roadworthy" condition IF NO certificate is going to be issued by Outsurance or the Repairs Center???

We find the lack of communication from Outsurance regarding the repairs unprofessional.

The vehicle picked up extra damage while at the autobody centre. The inside of the door panels are damaged, with the material covering the arm rest and the panel itself are torn and dislodged from the doors - Affected sides are : Divers side, Front passenger and right rear passenger side. I WILL NOT accept the vehicle in its current condition.

WHY has Outsurance allowed this escalation of costs, second hand parts and the time period of 4 months going into 5 months now, WITHOUT ANY END IN SIGHT! Even the repairs center requested Outsurance that the vehicle should be written off! This was communicated to me yesterday (15.01.2024), when I tried to collect my vehicle.

I've requested that the matter be escalated in numerous emails, yet I'm being ignored or stonewalled. This is truly unacceptable and I trust that as a customer for more than 5 year should be treated better.

Write off the vehicle. I will not accept the vehicle in its current state.