PM
Patience M
1 reviews | Active since Jul 2021
14 Jul 2021, 18:01
Extremely Poor Customer Service from Outsurance
Extremely poor customer service from Outsurance. A motor vehicle claim that I logged on the 7th of May 2021 with Outsurance and to this day the claim is not finalised. Outsurance insists on getting the car fixed even though parts are not available in South Africa and there is no full ETA for parts availability from the car manufacturer. I am going for a 3rd month paying for a car I do not have in my possession To top it off, I also pay for the car insurance!!! What a disappointing service and the arrogant behavior I receive from both the Claims and Clients Liason management team. No continuous update, I have to always follow up to get feedback and to also get the car rental renewed which by the way they initially told me they will not pay for a car rental due to parts being on back order. Now they have been renewing every Friday for a week and now until 28 of July whilst they are fully aware that only 1 part will be available early August with no ETA for other parts for the car to be fully fixed. I am extremely disappointed considering the high premium I pay and the adverti*****t claims of best customer services from Outsurance.
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Replies (4)0
Replies (4)
OUTsurance's replyOfficial
21 Jul 2021, 10:25Good morning Patience,
Following our private reply on the 15th of July, we completely understand your frustration.
Our records show that Roseleen from our client liaison team has been in contact with you and is trying to finalise this matter as soon as possible.
She has has been unsuccessful in her attempt to contact you yesterday and has subsequently sent you an sms. Please inform us of a time that will be convenient for you, and we will arrange for you to be contacted.
We apologise for the delay and inconvenience caused to you.
Regards,
OUTsurance
Following our private reply on the 15th of July, we completely understand your frustration.
Our records show that Roseleen from our client liaison team has been in contact with you and is trying to finalise this matter as soon as possible.
She has has been unsuccessful in her attempt to contact you yesterday and has subsequently sent you an sms. Please inform us of a time that will be convenient for you, and we will arrange for you to be contacted.
We apologise for the delay and inconvenience caused to you.
Regards,
OUTsurance
OUTsurance's reply21 Jul 2021, 10:25
Official
Good morning Patience,
Following our private reply on the 15th of July, we completely understand your frustration.
Our records show that Roseleen from our client liaison team has been in contact with you and is trying to finalise this matter as soon as possible.
She has has been unsuccessful in her attempt to contact you yesterday and has subsequently sent you an sms. Please inform us of a time that will be convenient for you, and we will arrange for you to be contacted.
We apologise for the delay and inconvenience caused to you.
Regards,
OUTsurance
Following our private reply on the 15th of July, we completely understand your frustration.
Our records show that Roseleen from our client liaison team has been in contact with you and is trying to finalise this matter as soon as possible.
She has has been unsuccessful in her attempt to contact you yesterday and has subsequently sent you an sms. Please inform us of a time that will be convenient for you, and we will arrange for you to be contacted.
We apologise for the delay and inconvenience caused to you.
Regards,
OUTsurance
PM
Patience M's updateReviewer Update
21 Jul 2021, 14:05Good Day,
I only received an sms today and I called me back. She is not trying to resolve the issue for my best interest but for Outsurance. She called to tell me that you want to pay me the amount for the repairs. I asked her how will that help me. What is Outsurance telling me here? By the way this car is brand new, I bought it in February 2021. I am tired of these up and down without a resolution. I need this car to be written off full stop.
There is no definitive date for the delivery of the parts from Mazda. I have paid for the car for 3 months and the car is not in my possession. She tells me her Manager says writing off the car is out of question, This is due to a write off short fall of R103K. At the rate we are going, I will pay for this amount whilst the car is not in my possession.
I need a suitable car. Either you give me a rental for a CX5 until the car is repaired or you just write my current car off. I have been on this roller coaster for far too long and I am tired and drained from this extremely poor customer service.
You are treating me like a customer whose car has been written off and did not have insurance. That is exactly the treatment I am getting write now. I pay for insurance for convenience but you guys are just unconvincing me and not just for 1 month, it has been 3 month and God knows when this issue will be resolved.
Regards,
Patience
I only received an sms today and I called me back. She is not trying to resolve the issue for my best interest but for Outsurance. She called to tell me that you want to pay me the amount for the repairs. I asked her how will that help me. What is Outsurance telling me here? By the way this car is brand new, I bought it in February 2021. I am tired of these up and down without a resolution. I need this car to be written off full stop.
There is no definitive date for the delivery of the parts from Mazda. I have paid for the car for 3 months and the car is not in my possession. She tells me her Manager says writing off the car is out of question, This is due to a write off short fall of R103K. At the rate we are going, I will pay for this amount whilst the car is not in my possession.
I need a suitable car. Either you give me a rental for a CX5 until the car is repaired or you just write my current car off. I have been on this roller coaster for far too long and I am tired and drained from this extremely poor customer service.
You are treating me like a customer whose car has been written off and did not have insurance. That is exactly the treatment I am getting write now. I pay for insurance for convenience but you guys are just unconvincing me and not just for 1 month, it has been 3 month and God knows when this issue will be resolved.
Regards,
Patience
PM
Patience M's update21 Jul 2021, 14:05
Reviewer Update
Good Day,
I only received an sms today and I called me back. She is not trying to resolve the issue for my best interest but for Outsurance. She called to tell me that you want to pay me the amount for the repairs. I asked her how will that help me. What is Outsurance telling me here? By the way this car is brand new, I bought it in February 2021. I am tired of these up and down without a resolution. I need this car to be written off full stop.
There is no definitive date for the delivery of the parts from Mazda. I have paid for the car for 3 months and the car is not in my possession. She tells me her Manager says writing off the car is out of question, This is due to a write off short fall of R103K. At the rate we are going, I will pay for this amount whilst the car is not in my possession.
I need a suitable car. Either you give me a rental for a CX5 until the car is repaired or you just write my current car off. I have been on this roller coaster for far too long and I am tired and drained from this extremely poor customer service.
You are treating me like a customer whose car has been written off and did not have insurance. That is exactly the treatment I am getting write now. I pay for insurance for convenience but you guys are just unconvincing me and not just for 1 month, it has been 3 month and God knows when this issue will be resolved.
Regards,
Patience
I only received an sms today and I called me back. She is not trying to resolve the issue for my best interest but for Outsurance. She called to tell me that you want to pay me the amount for the repairs. I asked her how will that help me. What is Outsurance telling me here? By the way this car is brand new, I bought it in February 2021. I am tired of these up and down without a resolution. I need this car to be written off full stop.
There is no definitive date for the delivery of the parts from Mazda. I have paid for the car for 3 months and the car is not in my possession. She tells me her Manager says writing off the car is out of question, This is due to a write off short fall of R103K. At the rate we are going, I will pay for this amount whilst the car is not in my possession.
I need a suitable car. Either you give me a rental for a CX5 until the car is repaired or you just write my current car off. I have been on this roller coaster for far too long and I am tired and drained from this extremely poor customer service.
You are treating me like a customer whose car has been written off and did not have insurance. That is exactly the treatment I am getting write now. I pay for insurance for convenience but you guys are just unconvincing me and not just for 1 month, it has been 3 month and God knows when this issue will be resolved.
Regards,
Patience
OUTsurance's replyOfficial
22 Jul 2021, 09:54Good morning Patience,
We completely understand your frustration.
We would like to offer you a more suitable vehicle, and this will be arranged for you urgently.
We trust that this meets your requirements and apologise for the inconvenience caused.
Regards,
OUTsurance
We completely understand your frustration.
We would like to offer you a more suitable vehicle, and this will be arranged for you urgently.
We trust that this meets your requirements and apologise for the inconvenience caused.
Regards,
OUTsurance
OUTsurance's reply22 Jul 2021, 09:54
Official
Good morning Patience,
We completely understand your frustration.
We would like to offer you a more suitable vehicle, and this will be arranged for you urgently.
We trust that this meets your requirements and apologise for the inconvenience caused.
Regards,
OUTsurance
We completely understand your frustration.
We would like to offer you a more suitable vehicle, and this will be arranged for you urgently.
We trust that this meets your requirements and apologise for the inconvenience caused.
Regards,
OUTsurance
PM
Patience M's updateReviewer Update
24 Jul 2021, 14:42Good Day,
I received the vehicle, I appreciate the assistance.
Please kindly review how your customer complaints are handled internally for the sake of other clients like me in the future.
I have followed your internal process to express my dissatisfaction but all that was in vain.
There was no need for my concerns to be attended to after I posted a review on this platform. I gave Outsurance 3 months to resolve my issue.
The new rental is until 28 August 2021, I hope my claim will be handled well going forward until everything is resolved.
Regards,
Patience
I received the vehicle, I appreciate the assistance.
Please kindly review how your customer complaints are handled internally for the sake of other clients like me in the future.
I have followed your internal process to express my dissatisfaction but all that was in vain.
There was no need for my concerns to be attended to after I posted a review on this platform. I gave Outsurance 3 months to resolve my issue.
The new rental is until 28 August 2021, I hope my claim will be handled well going forward until everything is resolved.
Regards,
Patience
PM
Patience M's update24 Jul 2021, 14:42
Reviewer Update
Good Day,
I received the vehicle, I appreciate the assistance.
Please kindly review how your customer complaints are handled internally for the sake of other clients like me in the future.
I have followed your internal process to express my dissatisfaction but all that was in vain.
There was no need for my concerns to be attended to after I posted a review on this platform. I gave Outsurance 3 months to resolve my issue.
The new rental is until 28 August 2021, I hope my claim will be handled well going forward until everything is resolved.
Regards,
Patience
I received the vehicle, I appreciate the assistance.
Please kindly review how your customer complaints are handled internally for the sake of other clients like me in the future.
I have followed your internal process to express my dissatisfaction but all that was in vain.
There was no need for my concerns to be attended to after I posted a review on this platform. I gave Outsurance 3 months to resolve my issue.
The new rental is until 28 August 2021, I hope my claim will be handled well going forward until everything is resolved.
Regards,
Patience