Extremely bad service

I have been a client of Outsurance for around 20 years OT***9. Last year a 54 year old lady with a learner driver’s license drove into my car (Jeep Grand Cherokee) right from the front and hit me on the passenger side front corner (she was driving on the wrong side of the road), thus not my fault at all.

After contacting Outsurance I took my car to an assessor who estimated damage around R28k and appointed Front Row Autobody (Cresta) to fix it.

I clearly communicated to Front Row, among other things, check the wheel alignment (my car was hit on the wheel as well), make sure all the body clips and brackets are in place and make sure the park distance sensors work.

In the meantime Outsurance legal contacted me to inform me I will not get my excess back, because the R28k is too small to take the 54 year old lady to court.

After numerous follow ups to Front Row there were still delays - some story they cannot find the parts, I phoned around and located cost effective parts within an hour, and advised Front Row.

When Front Row claimed that the car was ready for collection I took a flash light and overall and visited them.

Upon inspection, wheel alignment was not done, there were many body clips missing and some park distance sensors were not working and the cost now somehow escalated to R48k

I did advise Outsurance of above. Front Row took the car for wheel alignment and fitted the missing clips. They informed me a second time to collect the car and after inspection the some park distance sensors were still not working. I informed Outsurance about this and they suggested Front Row take the car for a diagnostics at a Jeep agent - this was now many weeks since the car went to Front Row, so I received the car and took it myself to a Jeep agent for diagnostics. The sensors were faulty and Jeep quoted R20k. Outsurance paid me the R20k as I decided to get the sensors fixed myself, could not continue witout a car for any longer.

During above painful and frustrating process I had to rent a car.

Now about a year later the paint on the corner where the accident happened is cracking/starting to peel. So in summary the following: a)The person who caused the accident is running around without any consequences while the damage have escalated to around R70k not including fixing the now cracking paint.

b)I had paid the excess

c)Driving past Front Row Autobody this week I noticed they closed down - no wonder.

d)Outsurance DOES NOT CHECK repaired vehicles, thus if I was not car smart I would have taken possession of a car where body panels were not properly fastened, wheel alignment was not done and with defective park distance sensors.

Above is recorded in a call to Outsurance on 29Jan2026, reference number ***

So my questions are 1)Does Outsurance have ANY measures in place to check the work of the appointed panelbeaters? If so why was the work of Front Row not check, even after the fact that I made Outsurance aware that their workmanship was of an EXTREMELY poor quality.

2)Will I have to rent a car again when the paint get fixed?

3)Is Outsurance going to get my access back now that the damage is probably in excess of R70k?

4)Why could I source parts at a fraction of the cost the panelbeater charged? There can only be ***** involved?

5)Was the Outsurance appointed assessor *********** in the initial R28k assessment?

6)Has Outsurance got any measures in place to track/evaluate/asses escalating costs?

On Monday 26 Jan 2026 my cars drive side window got hit by a rock on the highway and is cracked to the extent that it want to fall apart and was reported to Outsurance on 28 Jan 2026.

Above is also mentioned in the recording of reference number ***.

Upon follow up today (Mamello Seleka ***) an assessor has not been appointed and they will try to find one on Monday.

Is there somebody in Outsurance that can find an assessor and get this new claim and fixing of an old claim sorted out? and while you are add it convince me why I should remain a client of Outsurance

With above I can really say I got something out from Outsurance - time wasting misery.