RM
Robin M
1 reviews | Active since May 2023
01 Dec 2023, 18:22
Frustrated customer of 20 years
My car was damaged by hail. It was assessed by an OUTsurance approved panel beater and they recommended that several panels be replaced due the the severity of the hail damage. OUTsurance insisted that the panels be repaired in the interest of cutting costs at the expense of the customer. This would comprise the quality of the repair and effect the future resale value of the my car. I called OUTsurance everyday for the past two weeks and have facilitated discussions between their approved panel beater and OUTsurance. OUTsurance agreed to send their accessors to my home to check the car, I subsequently took the day off and no one from OUTsurance showed up. They did not even have the courtesy to inform me that the accessors is not available. The managers and call agents are totally *********** and do not follow up on issues or provided relevant updates. After 20 years of being a loyal customer to OUTsurance, I am extremely frustrated and I will be cancelling my policy and will certainly not recommend them to anyone I know.
Helpful (0)
Replies (4)0
Replies (4)
OUTsurance's replyOfficial
05 Dec 2023, 12:43Hello Robin
After responding to your comment, our assessing manager, Ricardo was in contact with you.
Your concerns regarding the repairing of the doors were discussed as well as our procedures we follow in the event of accidental damage to a vehicle we are having repaired.
It is unfortunate that you took a days' leave, as no appointment was finalised with an assessor for that day.
Ricardo is however arranging with an assessor to re-assess the vehicle and compile a final report. We will keep you updated.
Thank you for accepting our apologies for the frustration you have experienced up to now.
Regards
The OUTsurance Team
After responding to your comment, our assessing manager, Ricardo was in contact with you.
Your concerns regarding the repairing of the doors were discussed as well as our procedures we follow in the event of accidental damage to a vehicle we are having repaired.
It is unfortunate that you took a days' leave, as no appointment was finalised with an assessor for that day.
Ricardo is however arranging with an assessor to re-assess the vehicle and compile a final report. We will keep you updated.
Thank you for accepting our apologies for the frustration you have experienced up to now.
Regards
The OUTsurance Team
OUTsurance's reply05 Dec 2023, 12:43
Official
Hello Robin
After responding to your comment, our assessing manager, Ricardo was in contact with you.
Your concerns regarding the repairing of the doors were discussed as well as our procedures we follow in the event of accidental damage to a vehicle we are having repaired.
It is unfortunate that you took a days' leave, as no appointment was finalised with an assessor for that day.
Ricardo is however arranging with an assessor to re-assess the vehicle and compile a final report. We will keep you updated.
Thank you for accepting our apologies for the frustration you have experienced up to now.
Regards
The OUTsurance Team
After responding to your comment, our assessing manager, Ricardo was in contact with you.
Your concerns regarding the repairing of the doors were discussed as well as our procedures we follow in the event of accidental damage to a vehicle we are having repaired.
It is unfortunate that you took a days' leave, as no appointment was finalised with an assessor for that day.
Ricardo is however arranging with an assessor to re-assess the vehicle and compile a final report. We will keep you updated.
Thank you for accepting our apologies for the frustration you have experienced up to now.
Regards
The OUTsurance Team
RM
Robin M's updateReviewer Update
08 Dec 2023, 12:17Good Day,
Ricardo called me on Monday. He was to sent out an person to access the damages on the vehicle. It is now Friday. There has being no accessor out or even a courtesy called from OUTsurance to provide an update. The service is shocking despite numerous escalations via various forums.
Ricardo called me on Monday. He was to sent out an person to access the damages on the vehicle. It is now Friday. There has being no accessor out or even a courtesy called from OUTsurance to provide an update. The service is shocking despite numerous escalations via various forums.
RM
Robin M's update08 Dec 2023, 12:17
Reviewer Update
Good Day,
Ricardo called me on Monday. He was to sent out an person to access the damages on the vehicle. It is now Friday. There has being no accessor out or even a courtesy called from OUTsurance to provide an update. The service is shocking despite numerous escalations via various forums.
Ricardo called me on Monday. He was to sent out an person to access the damages on the vehicle. It is now Friday. There has being no accessor out or even a courtesy called from OUTsurance to provide an update. The service is shocking despite numerous escalations via various forums.
OUTsurance's replyOfficial
08 Dec 2023, 14:44Hello Robin
You have our sincere apologies for the lack of feedback! The matter was escalated now,
Please expect our call.
Regards
The OUTsurance Team
You have our sincere apologies for the lack of feedback! The matter was escalated now,
Please expect our call.
Regards
The OUTsurance Team
OUTsurance's reply08 Dec 2023, 14:44
Official
Hello Robin
You have our sincere apologies for the lack of feedback! The matter was escalated now,
Please expect our call.
Regards
The OUTsurance Team
You have our sincere apologies for the lack of feedback! The matter was escalated now,
Please expect our call.
Regards
The OUTsurance Team
RM
Robin M's updateReviewer Update
19 Dec 2023, 22:11It is a real pity that I have to speak to Outsurance via Hellopeter.
I have left 3 messages for the Outsurance assessors to contact me over the past week but the Outsurance assessors do not have the professional decency to return my calls.
The background to my frustration is as follows:
1) I logged a claim for hail damage on my vehicle a month ago.
2) I went to a panel beater recommended by Outsurance to assess the vehicle.
3) The panel beaters recommended that certain parts be replaced. Outsurance insisted that the parts be repaired despite the recommendations from the Outsurance approved panel beater.
4) Outsurance then promises to send an Outsurance accessor to my house to check the vehicle. The Outsurance assesor just does not show up. Again, there is no professional decency to inform me about this.
5) I am then requested by the Outsurance assessor to go to another panel beater. I did this in the interest of closing the matter.
6) The staff at this workshop stated that the damages are bad.
7) I have now made 3 calls over the past week but the Outsurance assessors do not return my calls.
8) I have made about 20 calls to Outsurance in the past month but simply cannot get this matter resolved.
I will now be instituting legal action against Outsurance for failing to honor their contractual obligations. A letter of demand is to be issued shortly by my lawyers.
The service from Outsurance is shocking and extremely disappointing. I will be cancelling my policy and will never use Outsurance again.
I have left 3 messages for the Outsurance assessors to contact me over the past week but the Outsurance assessors do not have the professional decency to return my calls.
The background to my frustration is as follows:
1) I logged a claim for hail damage on my vehicle a month ago.
2) I went to a panel beater recommended by Outsurance to assess the vehicle.
3) The panel beaters recommended that certain parts be replaced. Outsurance insisted that the parts be repaired despite the recommendations from the Outsurance approved panel beater.
4) Outsurance then promises to send an Outsurance accessor to my house to check the vehicle. The Outsurance assesor just does not show up. Again, there is no professional decency to inform me about this.
5) I am then requested by the Outsurance assessor to go to another panel beater. I did this in the interest of closing the matter.
6) The staff at this workshop stated that the damages are bad.
7) I have now made 3 calls over the past week but the Outsurance assessors do not return my calls.
8) I have made about 20 calls to Outsurance in the past month but simply cannot get this matter resolved.
I will now be instituting legal action against Outsurance for failing to honor their contractual obligations. A letter of demand is to be issued shortly by my lawyers.
The service from Outsurance is shocking and extremely disappointing. I will be cancelling my policy and will never use Outsurance again.
RM
Robin M's update19 Dec 2023, 22:11
Reviewer Update
It is a real pity that I have to speak to Outsurance via Hellopeter.
I have left 3 messages for the Outsurance assessors to contact me over the past week but the Outsurance assessors do not have the professional decency to return my calls.
The background to my frustration is as follows:
1) I logged a claim for hail damage on my vehicle a month ago.
2) I went to a panel beater recommended by Outsurance to assess the vehicle.
3) The panel beaters recommended that certain parts be replaced. Outsurance insisted that the parts be repaired despite the recommendations from the Outsurance approved panel beater.
4) Outsurance then promises to send an Outsurance accessor to my house to check the vehicle. The Outsurance assesor just does not show up. Again, there is no professional decency to inform me about this.
5) I am then requested by the Outsurance assessor to go to another panel beater. I did this in the interest of closing the matter.
6) The staff at this workshop stated that the damages are bad.
7) I have now made 3 calls over the past week but the Outsurance assessors do not return my calls.
8) I have made about 20 calls to Outsurance in the past month but simply cannot get this matter resolved.
I will now be instituting legal action against Outsurance for failing to honor their contractual obligations. A letter of demand is to be issued shortly by my lawyers.
The service from Outsurance is shocking and extremely disappointing. I will be cancelling my policy and will never use Outsurance again.
I have left 3 messages for the Outsurance assessors to contact me over the past week but the Outsurance assessors do not have the professional decency to return my calls.
The background to my frustration is as follows:
1) I logged a claim for hail damage on my vehicle a month ago.
2) I went to a panel beater recommended by Outsurance to assess the vehicle.
3) The panel beaters recommended that certain parts be replaced. Outsurance insisted that the parts be repaired despite the recommendations from the Outsurance approved panel beater.
4) Outsurance then promises to send an Outsurance accessor to my house to check the vehicle. The Outsurance assesor just does not show up. Again, there is no professional decency to inform me about this.
5) I am then requested by the Outsurance assessor to go to another panel beater. I did this in the interest of closing the matter.
6) The staff at this workshop stated that the damages are bad.
7) I have now made 3 calls over the past week but the Outsurance assessors do not return my calls.
8) I have made about 20 calls to Outsurance in the past month but simply cannot get this matter resolved.
I will now be instituting legal action against Outsurance for failing to honor their contractual obligations. A letter of demand is to be issued shortly by my lawyers.
The service from Outsurance is shocking and extremely disappointing. I will be cancelling my policy and will never use Outsurance again.