Get out and away from Outsurance

What an experience, my first horribly negative experience with an insurer, with 20 years of having insurance. From here on, I will never touch nor consider doing business with Outsurance ever again. * 02.08.2025 - I needed to request Roadside Assistance. A towing company had been assigned to assist me in loading my car onto a flatbed and take it to a mechanical workshop in Grassy Park. *I DID NOT ACCOMPANY THE TOWTRUCK AT THIS TIME*. Upon offloading my vehicle at said workshop from the flatbed, my front bumper was ********** and damaged. Note, I was not present. The mechanic receiving my vehicle informs me. 09.08.2025 - I receive my vehicle back from mechanical repairs. 11.08.2025 - Informed Outsurance that I have the vehicle back in my possession and they can proceed to deal with the towing company re the repairs of my vehicles bumper. I was asked by Outsurance to get 3 quotes. Not sure why I needed to take time off work and drive around to panel shops at my own expense for damage on my vehicle that I did not cause or had been responsible for. 13.08.2025 - 3 panel shops, none wanting to do business with Outsurance should be a huge RED flag, FYI. Got a quote from a random Panel Shop. Sent to Outsurance as per their request. Damage as per panel shop, R20 751.44. Outsurance made contact with panel shop who refused to pay that amount for repairs and said that they will cover 50% of that and I need to cover the other 50%. Mind you, I did not damage my vehicle. Outsurance then felt that if I am not willing to pay the 50% of the quote, I need to put in a claim, they will waive the excess, but I will lose my out bonus. Am I not still being negatively affected by doing this? Should I be affected in this way? 22.08.2025 - Officially registered the claim for damages on bumper 25.08.2025 - I needed to take time off work again at my own cost to drive to an Outsurance assessor due to the claim that I needed to register. The assessor submitted in his report that the claim is valid, yet the bumper on my Golf6 GTi was not the original bumper but rather a Golf6 R GTi bumper. Outsurance wanted to replace my bumper with the vehicles original bumper, the Golf 6 GTi bumper. I refused and demanded that my vehicle be repaired and returned to me as it had left me when being loaded onto the flatbed which they(Outsurance) had arranged. Now await for a panel shop to be assigned for repairs on my vehicle. 17.09.2025 - Still awaiting my vehicle to be booked into a panel shop for repairs. 1 & a half months after damage occurred. I asked to speak to an Outsurance Manager and was handed to a Client Liaison - Andre Middelton. Expressed to him that I am not accepting an original bumper as I want the exact same type of bumper that I had on my vehicle and the same bumper that I would have submitted to them in the pre assessment photo's I would have needed to take in order for my cover to be active at inception. Andre revealed to me that not all those pre assessment photo's are looked at due to volumes. That was pretty concerning for me. So someone could submit photos of an already damaged vehicle and it may not be looked at due to the "volumes", and a few days later put in a claim on that existing damage and it would be, or should be, covered? 22.09.2025 - Vehicle booked into Stikland Body & Spray Works. 1 month after claim had been registered. From damaged replacement bumper, errors in workmanship to misunderstanding amongst staff causing delays. 11.10.2025 - Vehicle ready for collection. 3 weeks for a bumper replacement.

2 and a half months from the date of bumper being damaged. Thank you to Andre for showing goodwill when I escalated the matter to him for paying me the deposit amount for the courtesy vehicle benefit that I have on my plan. However, with the experience suffered with Outsurance during this claim, I am packing up and moving to a more competent and reliable insurer and have vowed to continue spreading awareness on my experience to ensure everyone I know, understands what lies ahead for them if linked to this service provider. Lastly, Rosey Dausi - was the best part of this experience, calm and understanding throughout it all. Allowed me to rant and vent, respectfully. Expressed compassion for the painful experience. Well done to the young lady for her role and professionalism, yet I am bailing from this excuse of an insurer.