False Advertising and Unanswered Questions After a Decade with OUTsurance

It saddens my heart that after 10 years with Outsurance, I now find myself logging a compliance complaint for false advertising.

I took out an extended maintenance plan and opted for the Executive Plan to ensure I was fully covered because I know what it feels like to be without support in times of need.

When I logged a claim, I was assured that it would be processed as soon as I gave the go-ahead or found a place to fix the brake pads on my car. A month later, when I was ready to proceed and had found a suitable place, I was informed that my Executive Plan does not cover the open claim.

Unfortunately, I had to attend a funeral and could only follow up upon my return. I have since requested the call recording multiple times, but to my surprise, it has still not been shared.

At this point, I’m left taking someone’s word of mouth that I’m not covered, while the company withholds the evidence to support their decision.

I pay over R2,500 per month, and I’m now genuinely questioning is it worth it? Why am I still with an insurance company that cannot demonstrate transparency or respect for my loyalty?

I am deeply disappointed and need clear answers to understand how this could have happened after a decade of trust.