Exceptional Service That Goes Above and Beyond – OUTsurance and Mageshin Naidoo

I would like to publicly recognise and commend Mageshin Naidoo, our OUTsurance Broker, for exceptional service that quite literally went above and beyond the call of duty.

On Saturday, I was travelling from Centurion to my home in Bryanston in our Mercedes-Benz C250 CDI (W204). At approximately 14:00, I contacted Mageshin, who is our OUTsurance broker, and asked whether he would be available to meet me in Carlswald, as I was passing through the area. Without hesitation, he agreed and was more than willing to accommodate me.

I arrived in Carlswald at approximately 15:00, where we discussed my existing vehicle insurance policy, which I had taken out in September following the purchase of the vehicle.

While we were standing outside the car chatting, Mageshin received a call from his OUTsurance team leader. During the call, he walked around my vehicle and inspected the tyres and wheels. Once he had finished his call, he turned to me and said something I certainly wasn't expecting:

"Andre, I can't let you drive this car!"

Naturally, I was surprised and asked him what he meant.

He immediately pointed out a potentially very dangerous mechanical fault. Both front brake callipers had come loose, and one of the retaining bolts had actually fallen out. He explained the seriousness of the situation and advised me that the vehicle was unsafe to drive. His recommendation was clear: the vehicle needed to be towed rather than driven, and the brakes repaired before it returned to the road.

What impressed me even more was that Mageshin didn't simply identify the problem and leave it at that.

He immediately explained that my OUTsurance policy included two complimentary tows per year and that I could use this benefit to have the vehicle transported from Carlswald to my home in Bryanston.

He then assisted me in downloading the OUTsurance app, provided me with the relevant call centre details and helped me understand how to activate the roadside assistance benefit.

I contacted the OUTsurance call centre. Within just 2–3 minutes, my *** and exact location had been confirmed, and the towing arrangement was made.

As luck would have it, an OUTsurance towing service provider was already in the vicinity, approximately 200 metres away. Within a minute of ending my call, the tow truck driver contacted me and arrived at the vehicle within two minutes.

Mageshin even went the extra mile and assisted with getting the vehicle safely loaded onto the tow truck.

Within minutes, everything was sorted, and I was on my way home to Bryanston. I arrived safely, and Mageshin subsequently followed up with me to make sure I had reached home without any problems.

Today, we are attending to the necessary brake repairs.

A BIG THANK YOU TO OUTSURANCE AND MAGESHIN NAIDOO!

This experience deserves recognition for several reasons.

Firstly, Mageshin demonstrated a level of care, attentiveness and personal responsibility that one would not ordinarily expect from an insurance broker. He could easily have limited our meeting to discussing my insurance policy. Instead, he took the initiative to inspect my vehicle, identified a potentially life-threatening mechanical fault and made sure I did not drive an unsafe vehicle.

Secondly, OUTsurance delivered exactly what one hopes an insurance company will deliver when you need it most. The roadside assistance process was seamless, efficient and remarkably quick.

Most importantly, this incident could have had a very different outcome had Mageshin not noticed the problem. A potentially dangerous situation was averted through his vigilance and willingness to go beyond his normal responsibilities.

Sometimes, the true value of insurance is not appreciated until the moment you actually need it. This experience has certainly reinforced the peace of mind that comes with having the right cover and, just as importantly, having the right people supporting you.