Frustrated and dissatisfied by the service

Hi all

I express my profound dissatisfaction with the handling of my claim. The underlying motivation behind your actions from the outset of my claim remains unclear. It appears that there was no intention to settle this claim in my favor. This matter feels deeply personal, and I have observed a questionable approach from both you and the assessor who evaluated the damage to my APC UPS.

I communicated my discontent with the assessment outcome, upon which you suggested seeking a second opinion. You seemed confident that the result would align with your initial assessment. I pursued this course of action by taking my UPS to another authorized repair center within your portal, which also provides services for Outsurance. The findings of this second assessment indicate that the damage was caused by a power surge, a scenario covered by my policy. I presented this report to you, and despite your independent review, you contend that the unit was further damaged, thereby attributing it to a power surge.

Your claim that the images are dissimilar from those taken by your assessor is contested. In fact, the images are identical; the difference lies in the quality of lighting used during the initial assessment. The second assessor utilized a superior camera to clearly illustrate the existing damage.

From the outset, it seems that neither you nor your assessor had any intent to settle this claim in my favor. I incurred a cost of R1200 to obtain a second opinion, determined to prove that the unit was indeed damaged due to a power surge. Your conduct suggests a lack of professionalism and a disregard for my situation. I feel belittled and undervalued as a client.

Your reluctance to engage further and address this matter is noted. However, I firmly believe that I am entitled to justice regarding this claim. I challenge you to seek an impartial service provider's opinion, where the outcome will undoubtedly confirm a power surge as the cause of the damage. I question whether you receive additional remuneration for declining claims or if there is another incentive for not honoring this claim.

Your performance of duties has been subpar, and I have been treated unfairly throughout this process. I will not rest until this claim is acknowledged and addressed appropriately. I have attached both pictures from the different assessors and I need you to ask your colleagues to assist to verify this deeply, you will see the damaged section is the same but if you don't see this it's either you saw it already but you do not want to settle the claim or you need to see an optician very urgent.

Thank you