Extremely Poor Service & Zero Support From Outsurance During Active Claim

I am writing this review out of complete frustration and disappointment with Outsurance, where I have been a loyal client for over a decade. My recent claim experience has been nothing short of unacceptable, and I feel compelled to warn others about the lack of support and accountability I have received.

🚗 Accident Date: 6 November 2025

A truck skipped a red robot and crashed into my vehicle. Since then, my experience with Outsurance has been an ongoing nightmare.

1. No Compassion, No Support, No Follow-Up

Not once—from the day of the accident to today—has anyone at Outsurance asked if I am okay, injured, or in need of help. I sent emails requesting urgent call-backs, which were ignored. When I finally phoned the assessor (Victoria Raboroko), she admitted she saw my email but chose not to respond. Still, no apology, no follow-up, no urgency.

2. Multiple Complaints Completely Ignored

My first complaint lodged on 21 November received no response.

My second, detailed complaint on 27 November was also ignored.

To date, no senior manager, supervisor, or anyone in authority has contacted me.

I receive only automated emails—nothing else.

For a company that markets itself on service excellence, this is shocking.

3. Unsafe, Faulty Courtesy Car Provided

Outsurance provided a courtesy vehicle that is not safe to drive. The immobiliser and alarm malfunction, causing the alarm to go off loudly every time I try to start the car. I have raised this several times and it is repeatedly ignored. I am a business owner and rely on my car daily—yet I cannot use the replacement vehicle provided.

4. Claim Still Unresolved After Nearly a Month

My vehicle has been at the Outsurance-appointed panel beaters for almost two weeks. Parts required to repair my vehicle are:

On back order

No ETA available

No confirmation repairs will be done before the workshop closes for the holidays

Outsurance insists on repairing my vehicle despite parts not being available in South Africa. As the client, I am left with no transport, no updates, and no solutions.

5. Serious Concerns About the Initial Assessment

The panel beaters informed me that my car was not roadworthy after the accident and should have been towed immediately. The Outsurance assessor who evaluated my vehicle did not identify this, placing me at further risk.

6. I Am the Only One Inconvenienced—Despite Not Being at Fault

I did not cause this accident. Yet:

I have no usable courtesy car

I have no repair timeline

I have no updates

I have no communication

And no senior assistance, despite repeated urgent requests

The level of service and disregard for my wellbeing is deeply disappointing.

⚠️ FINAL THOUGHTS

As a loyal Outsurance client for more than 10 years, I expected better—especially when I needed my insurer the most. Instead, I have been met with silence, indifference, and a complete lack of accountability.

I truly hope Outsurance will finally take this matter seriously and contact me with real solutions, as my patience has run out and my life and business are being severely impacted.