Formal Complaint – Misrepresentation of Cover (Policy No. OT***)

Good day, I am writing to formally lodge a complaint regarding my recently activated policy, number OT***, which commenced on 5 December 2025.

During the sales process, the consultant who assisted me strongly encouraged me to replace my existing policy—under which my pet, Murphy, is covered for both illness and accidental events—with an OUTsurance policy. I was explicitly assured that Murphy would receive comprehensive cover under the new policy.

However, upon receiving and reviewing my documents, I discovered that Murphy is only covered for accidental events, and not for illness as I had been led to believe. This constitutes a clear misrepresentation of the product and has left me questioning the professionalism and integrity of the process, as well as OUTsurance’s stated values.