HELP @ OUT - Shocking OUTsurance consultant(s) require HELP with understanding and explaining the product

Our Business has a Commercial Vehicle Policy with OUTsurance.

Today I called in to update the details of the regular driver of the commercial insured vehicle with OUTSurance.

After updating the details, the consultant Aretha, asked me if we would like to opt in for the HELP@OUT Roadside Assistance for an additional premium per month. According to Aretha, if I do not have the HELP@OUT Roadside Assistance product - Outsurance will not pay for the towing of my vehicle if involved in an accident.

I am not a stranger to Roadside Assistance and Accident towing, as I have spent 18 years in the industry and have designed, implemented and managed many Roadside Assistance Programmes together with the biggest Motor insurers in South Africa.

I tried to explain to Aretha that Roadside Assistance applies to assistance and towing services in the case of mechanical / electrical breakdown of a vehicle, assisting with a flat tyre / jump start / run out of fuel etc. The provision of a recovery and towing of a vehicle due to an accident, and the vehicle being undrivable as a direct result of the accident is an insurable risk, which should be covered as such within the comprehensive vehicle insurance.

Aretha was not listening and sounded like she was reading from a never ending script. It was then that Aretha displayed exactly what not to do when being asked a product question she clearly did not have the knowledge to answer. When I asked to speak to her manager, she said she could put me through and then kept reading her script. When I asked again for her to please put me through to her manager, she said "I did not tell you I was going to put you through to my manager, I said I could put you through to my manager". To which I rep**** that I would like to speak to her manager and cut the conversation, which had turned into an argument short.

Rosie / Rose, Aretha's manager spoke to me and I had to explain to her that I was not in agreement with Aretha's interpretation of the HELP@OUT Roadside Assistance benefit. I re-explained the standard positioning of a mechanical roadside assistance programme and the difference between that and a recovery and towing service as required as part of an Accident where the vehicle is rendered undrivable due to damages.

Rosie/Rose understood exactly what I was talking about - and said she would come back to me as she was unsure but was going to confirm what I was asking iro the services delivered under the product **********

I am not an unreasonable person, and should anyone I deal with tell me they are not sure, I will afford them every opportunity to acquire the necessary information in order to give me the correct feedback.

OUTsurance, I am afraid that the consultant who dealt with me originally, Aretha, does not apply your vision or values in dealing with clients. The experience in dealing with her was shocking. Surely the s**** of listening is a basic level of competency. Am I to believe that OUTsurance provides competitive rates on insurance, however at the cost of providing sub standard and argumentative customer service?

Incidentally, as per the communication available on the OUTsurance website states:

"Help@OUT will come to the rescue of our car insurance clients when you need us most. We can just imagine how helpless you must feel if your car breaks down, even if it's only a few kilometers away from home.

We'll arrange a towing service and stay in contact with you until help arrives. OUTsurance will cover all costs relating to the towing and storage of the vehicle - giving you peace of mind that your vehicle is in good hands.

If you have a flat battery, flat tyre or accidentally locked your keys in your car - we'll pay the call-out fee and first hour of labour.

Want to know the really great part? If your car breaks down and you are further than 50 km from home, we'll get you sorted with overnight accommodation or alternative transport as needed. We'll also cover the cost for the safe repatriation of your car. • Roadside assistance is available to OUTsurance clients in South Africa with annual limits of R5 000 and a maximum two incidents per OUTsured vehicle. • Help@OUT is still available when your limits are exceeded, but any costs incurred for the services rendered will be for your own account. • Additional material, parts and labour will be at your own cost. • Help@OUT is not covered under Essential OUTsurance. However, we can still refer you to a service provider in your area."

The above wording, as I have explained to two OUTsurance staff members relates to the towing and assistance required when broken down, not when in an accident.

HELP@OUT, clearly your staff need HELP in understanding and explaining the benefits.