Gut-wrenching service from Outsurance Pet Inurance

Please read this if you are considering Outsurance Pet Insurance. I wish someone had warned me.

If I could give a rating lower than one star, I would — not out of anger, but from deep heartbreak. Outsurance Pet Insurance has not only failed my family — they’ve failed a life. And I share this not to rant, but to protect other loving pet owners from enduring the same devastating experience.

Let me start by introducing Lightning. To many, he’s a dog. To me, he’s my oldest son — my companion, my protector, my heart. When you’ve had your life saved by a pet, the bond goes beyond explanation. That’s why, when Lightning entered my life, I signed him up with Medipet in 2014 — a company that showed us nothing but compassion, support, and excellence in care for years.

In 2022, Outsurance began calling. Relentlessly. They spoke of care, family, and exceptional service. And eventually, I believed them. I thought, surely a company this large would offer even better support. After two months of persuasion, I moved Lightning from Medipet to Outsurance’s Executive Plan — their highest tier — on August 29, 2022 (Lightning was also subjected to a 12 month waiting period). That date now lives in my memory not as an upgrade, but as one of the biggest mistakes I’ve made.

Fast forward to December 2023 — Lightning became seriously ill. Emergency surgery revealed a heart condition and an inoperable tumor. We began chemotherapy soon after. The treatment was costly — emotionally and financially — but Outsurance stepped up. They paid most of the initial claims and even made courtesy calls. For a moment, I believed we had made the right choice.

Then came the shift.

After over a year on Outsurance’s cover — during which all Lightning’s conditions were diagnosed — I submitted another claim. That’s when I was labeled a “high claimant.” I was warned that my premiums or excess would go up, or worse, Lightning’s policy would be revoked. I was made to feel guilty — as if claiming for my sick dog was some sort of *****.

Here’s the cost trajectory:

Oct 2022 – Oct 2023: Premium R465.89 | Excess R550

Oct 2023 – Oct 2024: Premium R512.48 | Excess R550

Oct 2024 – Jan 2025: Premium R791.78 | Excess R850

Jan 2025 – Present: Premium R791.78 | Excess R1400

That's a 70% increase in premiums and a 155% increase in excess — all while still being within their policy terms, and after diligently paying every month.

Most recently, Lightning needed another procedure. I paid upfront, submitted my claim, and waited. On Tuesday, I was told his limit had been reached — though it clearly hadn’t. I was promised a call back. No one called.

Then, the final blow: I was informed by phone that Lightning’s policy will be cancelled at the end of July — because we claimed. Because we reached out for help — like any family would in a time of crisis. No regard for the fact that Lightning is now 11 years old and unlikely to be accepted by any new insurer. No acknowledgment that they pursued us for business. No empathy, no dignity — just a termination notice over the phone from someone who clearly wasn’t prepared for what they were delivering. To make matters worse, I was called again — this time to be informed that a pro-rated premium will still be collected.

To @Outsurance — do you truly understand what you've done? You didn’t just cancel a policy — you abandoned a life. You promised us family. You delivered bureaucracy. You convinced us to trust you, then discarded us when we needed you most. Even your final act — the cancellation — was done without care, class, or basic follow-up.

So, to sum up my experience with Outsurance, in my opinion they simply do not care. You are nothing but a wad of money to them. Their ethos should be- "Become a part of our family as long as you do not lean on us in your time of need".

To anyone considering pet insurance: please think carefully. Do your research. Look for compassion, consistency, and commitment — not just cost or a big name. In my opinion, Medipet lived up to their promise. Outsurance did not.

To any South African insurer reading this — if you're willing to take on Lightning and help us keep him safe and cared for in his golden years, please reach out.

Let this post be a voice not just for Lightning, but for every pet parent who's trusted and been failed. You deserve better. Your pet deserves better.

#PetInsurance #Outsurance #CustomerExperience #PetParents #LightningDeservesBetter #CXMatters #SouthAfrica