1 reviews | Active since Jul 2011
High premiums and poor service
After an annoying set of phone calls I finally received an updated schedule with revised pricing. Please note the following and contact us VIA EMAIL ONLY with feedback. Your insistence on phone calls for all communication is beyond archaic - For all but the binding contract conversation, you should be speaking to your customer in whatever platform the customer prefers. Please note: 1. The car registration is still wrong. On your own earlier documents it was correct, how is it changed to another number plate! Please provide a full audit trail to explain how/why this was changed. 2. Please change the registration on the car to (see below). 3. The daytime address for the car is incorrect. It is 106 13th St, Victory Park, Randburg, 2195. 4. Your revised premium is still significantly higher than your competitors. I have been an outsurance customer since 1999 (never missed a payment) but the discrepancy between your prices and the market is simply too large and your poor service. 5. If you include car hire in the car premium, I will keep the car with Outsurance. 6. The buildings and contents insurance is twice the price of your competitors (who offer more cover). Thus, if you are not prepared to reduce this premium to a competitive amount and increase the cover to include portable cameras to the value of R20,000, we will move this to another company. 7. If we have not had your final and best offer by 17:00 on the 2nd February 2022, we will cancel this policy.
I have emailed this to *** as that seems to be the only email address that actually works at your company.
You raise concerning service issues and we are sorry about the frustration you have experienced as a result.
Our client care manager contacted you. The necessary changes were made and we updated underwriting criteria, which were discussed as well.
Thank you for the opportunity to have discussed your concerns as well as your loyal support all these years.
Regards
OUTsurance
You raise concerning service issues and we are sorry about the frustration you have experienced as a result.
Our client care manager contacted you. The necessary changes were made and we updated underwriting criteria, which were discussed as well.
Thank you for the opportunity to have discussed your concerns as well as your loyal support all these years.
Regards
OUTsurance
2. Your customer care operator could not explain why the car registration had been changed. It begs the question what else has been changed without the customer knowing?
3. Your system does not have the suburb Victory Park - it is a sizeable place and I cannot understand why it does not. He then went on to ask me which postal code I must use for Randburg - I gave the code for Victory Park in my post and he basically forced me to guess what would be closest.
4. The new policy says parked in 'Daytime - parking lot' when it is behind locked, electronically access controlled gates. Clearly explained to the operator.
5. I have now started the process to move away from Outsurance. Service in the two claims in the last three years was poor, cannot trust your systems or people, refusal to deal with customers electronically and high premiums - especially for buildings and contents.
Perhaps some of the money you spend on marketing should be on customer care?
2. Your customer care operator could not explain why the car registration had been changed. It begs the question what else has been changed without the customer knowing?
3. Your system does not have the suburb Victory Park - it is a sizeable place and I cannot understand why it does not. He then went on to ask me which postal code I must use for Randburg - I gave the code for Victory Park in my post and he basically forced me to guess what would be closest.
4. The new policy says parked in 'Daytime - parking lot' when it is behind locked, electronically access controlled gates. Clearly explained to the operator.
5. I have now started the process to move away from Outsurance. Service in the two claims in the last three years was poor, cannot trust your systems or people, refusal to deal with customers electronically and high premiums - especially for buildings and contents.
Perhaps some of the money you spend on marketing should be on customer care?