Formal Complaint Regarding my Policy Excess and Geyser Claim

Dear Sir/Madam,

I am writing to you with deep disappointment and concern regarding the handling of my recent home insurance claim( Claims Notepad - ***/OT***2 (MR SN MOKOALIBANE)) with OUTsurance. I have been a policyholder with your company since 2016/2017, and it is with great regret that I find myself in the position of having to lodge this complaint.

First and foremost, throughout my tenure as a policyholder, I have not received any form of communication from OUTsurance regarding the details of my insurance policy or any updates to its terms and conditions. According to the Consumer Protection Act, it is imperative that consumers are informed of any changes to their policies, allowing them the opportunity to assess whether the policy continues to meet their needs. The lack of transparency and communication on your part regarding these matters is deeply concerning.

Recently, I encountered an issue with my geyser, prompting me to file a claim with your company. However, the process has been nothing short of a nightmare. Initially, I struggled to determine whom to contact for assistance, as my inquiries were met with redirections and delays from my home loan bank. Additionally, I was astonished to discover that the excess fee for my claim amounts to R4300. I must express my bewilderment, as I have no recollection of ever agreeing to such an exorbitant excess fee. I hereby request that you provide documentation demonstrating my consent to this fee, as it appears to be unjust and without my prior knowledge.

It is evident that OUTsurance has failed to uphold its obligation to provide clear and transparent information regarding the terms, conditions, and costs associated with my insurance policy, as mandated by the CPA. Such unfair contract terms may be considered unenforceable under the law. Consequently, I demand a full refund of all premiums paid, as well as the immediate cancellation of my policy with OUTsurance.

Furthermore, I will be exploring alternative insurance options that offer fair and transparent terms. It has come to my attention that other individuals are paying an excess fee of R450 for similar coverage, highlighting the unjust treatment I have experienced as a customer of OUTsurance.

I trust that you will address these concerns with the utmost urgency and professionalism. Failure to do so may result in further action being taken to rectify this matter.

I anticipate your prompt response and resolution to this issue.

Yours sincerely, Sam