BW
Bonita W
1 reviews | Active since Jun 2020
29 Apr 2022, 09:08
Horrific Service
Horrific Service I reached out to outsurance on the 27th of April 2022, to advise we had our cables ****** in the early hours of Tuesday morning the 26th of April 2022, as per the engineers from the city of cape town our outside cables that lead to DV Board has to be replaced due to it being faulty, the engineers also mentioned keeping the cables in our house is a hazard to our premises as it would lead to an electrical fire.
As per the conversation with Kwame Essel-Mensah the claim was processed and approved, and a service provider will be in contact with me within 4 hours, IMVUSA TRADING 679 cc reached out to me, made an appointment to assess the faulty cable and would forward their report to outsurance. I was advised by the Electrician to make contact with the city of cape town to have our electricity switched off, bearing in mind this is an additional cost for ourselves.
Kwame, made contact with my sister yesterday to advise the claim he submitted is incorrect as per claim number **********53, he'd need to log a new claim as per the report from the electrician, he was not too clear with my sister, I requested a call back up until now I have not heard from Kwame, I attempted to contact the claims department on 8 occasions, spoke to multiple agents who first advised the claim is not their systems, then the claim must be logged, the claim was not processed, the claim was processed but needs approval, I requested a callback and all of the 7 agents yesterday ended the call on me. This morning I spoke to a lady I am unable to recall her name, she advised the claim is by the assessor who needs to authorize this report from IMVUSA TRADING 679 cc.
The agent was unable to advise what the turnaround time for this authorization would be, bearing in mind we are sitting without electricity for more than 48 hours.
I need to know by when will my claim be authorized, when will our faulty equipment be replaced, I have been a customer with outsurance for 13 years and have never experienced such horrible service before. I need this dealt with ASAP.
Helpful (0)
Replies (9)0
Replies (9)BW
Bonita W's updateReviewer Update
29 Apr 2022, 10:21Thank you for your swift response.
Please note it has been more than 48 hours and we are still waiting for this matter to be resolved.
Do understand if we had not reached out to the city of cape town to have our electricity disconnected our house would have burned out due to the faulty equipment, after we had done what your service provided had stipulated we have not had any feedback from your company.
This is unacceptable service.
Please note it has been more than 48 hours and we are still waiting for this matter to be resolved.
Do understand if we had not reached out to the city of cape town to have our electricity disconnected our house would have burned out due to the faulty equipment, after we had done what your service provided had stipulated we have not had any feedback from your company.
This is unacceptable service.
BW
Bonita W's update29 Apr 2022, 10:21
Reviewer Update
Thank you for your swift response.
Please note it has been more than 48 hours and we are still waiting for this matter to be resolved.
Do understand if we had not reached out to the city of cape town to have our electricity disconnected our house would have burned out due to the faulty equipment, after we had done what your service provided had stipulated we have not had any feedback from your company.
This is unacceptable service.
Please note it has been more than 48 hours and we are still waiting for this matter to be resolved.
Do understand if we had not reached out to the city of cape town to have our electricity disconnected our house would have burned out due to the faulty equipment, after we had done what your service provided had stipulated we have not had any feedback from your company.
This is unacceptable service.
BW
Bonita W's updateReviewer Update
29 Apr 2022, 12:43It is 12:42PM and I have not had any feedback from your claims nor your assessing management team.
Are you not suppose to respond to a complaint within 1 hour?
Are you not suppose to respond to a complaint within 1 hour?
BW
Bonita W's update29 Apr 2022, 12:43
Reviewer Update
It is 12:42PM and I have not had any feedback from your claims nor your assessing management team.
Are you not suppose to respond to a complaint within 1 hour?
Are you not suppose to respond to a complaint within 1 hour?
BW
Bonita W's updateReviewer Update
30 Apr 2022, 15:36Outsurance had recommended IMVUSA TRADING 679 CC to attend to a electrical fault at our premises, where the electrician had to replace the faulty cables, upon arrival I requested a certificate of compliance from the electrician who had infromed me they usually do not issue one out however, he'd get in contact with his boss to email one to me as the City of cape town can't switch our electricity on without this certificate, this was at 12:07.
At 15:24 I reached out to IMVUSA TRADING 679 CC and the owner referred me to the electrician whereas the electrician advised me the owner is the one who would email the certificate to me, bearing in mind I made contact with outsurance who informed me they are unable to confirm when IMVUSA TRADING 679 CC will email the certificate to me.
I am appalled at the level if service I had receives thus far one from outsurance and secondly from IMVUSA TRADING 679 CC.
How can a well known organization such as outsurance refer their loyal customer's to a unprofessional third party such as IMVUSA TRADING 679 CC who is unable to answer calls or forward compliance certificates to customers?
We've been without electricity since Tuesday the 26th of April 2022, and now IMVUSA TRADING 679 CC is prolonging us from being reconnected with the city of cape town due to their owner's refusing to forward my certificate of compliance for the work they had done at my premises.
They were quick to request for the excess fee but they are failing to adhere to my request.
As outsurance is the one who referred me to IMVUSA TRADING 679 CC, I'd need outsurance to make the necessary arrangements to get the certificate of compliance from IMVUSA TRADING 679 CC.
How can you refer your client's to unreliable, ************* third parties such as IMVUSA TRADING 679 CC?
At 15:24 I reached out to IMVUSA TRADING 679 CC and the owner referred me to the electrician whereas the electrician advised me the owner is the one who would email the certificate to me, bearing in mind I made contact with outsurance who informed me they are unable to confirm when IMVUSA TRADING 679 CC will email the certificate to me.
I am appalled at the level if service I had receives thus far one from outsurance and secondly from IMVUSA TRADING 679 CC.
How can a well known organization such as outsurance refer their loyal customer's to a unprofessional third party such as IMVUSA TRADING 679 CC who is unable to answer calls or forward compliance certificates to customers?
We've been without electricity since Tuesday the 26th of April 2022, and now IMVUSA TRADING 679 CC is prolonging us from being reconnected with the city of cape town due to their owner's refusing to forward my certificate of compliance for the work they had done at my premises.
They were quick to request for the excess fee but they are failing to adhere to my request.
As outsurance is the one who referred me to IMVUSA TRADING 679 CC, I'd need outsurance to make the necessary arrangements to get the certificate of compliance from IMVUSA TRADING 679 CC.
How can you refer your client's to unreliable, ************* third parties such as IMVUSA TRADING 679 CC?
BW
Bonita W's update30 Apr 2022, 15:36
Reviewer Update
Outsurance had recommended IMVUSA TRADING 679 CC to attend to a electrical fault at our premises, where the electrician had to replace the faulty cables, upon arrival I requested a certificate of compliance from the electrician who had infromed me they usually do not issue one out however, he'd get in contact with his boss to email one to me as the City of cape town can't switch our electricity on without this certificate, this was at 12:07.
At 15:24 I reached out to IMVUSA TRADING 679 CC and the owner referred me to the electrician whereas the electrician advised me the owner is the one who would email the certificate to me, bearing in mind I made contact with outsurance who informed me they are unable to confirm when IMVUSA TRADING 679 CC will email the certificate to me.
I am appalled at the level if service I had receives thus far one from outsurance and secondly from IMVUSA TRADING 679 CC.
How can a well known organization such as outsurance refer their loyal customer's to a unprofessional third party such as IMVUSA TRADING 679 CC who is unable to answer calls or forward compliance certificates to customers?
We've been without electricity since Tuesday the 26th of April 2022, and now IMVUSA TRADING 679 CC is prolonging us from being reconnected with the city of cape town due to their owner's refusing to forward my certificate of compliance for the work they had done at my premises.
They were quick to request for the excess fee but they are failing to adhere to my request.
As outsurance is the one who referred me to IMVUSA TRADING 679 CC, I'd need outsurance to make the necessary arrangements to get the certificate of compliance from IMVUSA TRADING 679 CC.
How can you refer your client's to unreliable, ************* third parties such as IMVUSA TRADING 679 CC?
At 15:24 I reached out to IMVUSA TRADING 679 CC and the owner referred me to the electrician whereas the electrician advised me the owner is the one who would email the certificate to me, bearing in mind I made contact with outsurance who informed me they are unable to confirm when IMVUSA TRADING 679 CC will email the certificate to me.
I am appalled at the level if service I had receives thus far one from outsurance and secondly from IMVUSA TRADING 679 CC.
How can a well known organization such as outsurance refer their loyal customer's to a unprofessional third party such as IMVUSA TRADING 679 CC who is unable to answer calls or forward compliance certificates to customers?
We've been without electricity since Tuesday the 26th of April 2022, and now IMVUSA TRADING 679 CC is prolonging us from being reconnected with the city of cape town due to their owner's refusing to forward my certificate of compliance for the work they had done at my premises.
They were quick to request for the excess fee but they are failing to adhere to my request.
As outsurance is the one who referred me to IMVUSA TRADING 679 CC, I'd need outsurance to make the necessary arrangements to get the certificate of compliance from IMVUSA TRADING 679 CC.
How can you refer your client's to unreliable, ************* third parties such as IMVUSA TRADING 679 CC?
OUTsurance's replyOfficial
05 May 2022, 12:40Hello Bonita W
Following our private reply to you when we received your complaint, we again wish to apologise for the major inconvenience you suffered.
Several attempts have been made to contact you and we finally spoke to your sister, who explained you cannot take our calls during office hours. We assure you this is not an experience we want for any client.
Your sister confirmed the service provider has restored the electricity supply to your home and the relevant documentation has been emailed to you.
Our assessing manager will however follow up, ensuring the matter has been finalised to your satisfaction.
Regards
OUTsurance
Following our private reply to you when we received your complaint, we again wish to apologise for the major inconvenience you suffered.
Several attempts have been made to contact you and we finally spoke to your sister, who explained you cannot take our calls during office hours. We assure you this is not an experience we want for any client.
Your sister confirmed the service provider has restored the electricity supply to your home and the relevant documentation has been emailed to you.
Our assessing manager will however follow up, ensuring the matter has been finalised to your satisfaction.
Regards
OUTsurance
OUTsurance's reply05 May 2022, 12:40
Official
Hello Bonita W
Following our private reply to you when we received your complaint, we again wish to apologise for the major inconvenience you suffered.
Several attempts have been made to contact you and we finally spoke to your sister, who explained you cannot take our calls during office hours. We assure you this is not an experience we want for any client.
Your sister confirmed the service provider has restored the electricity supply to your home and the relevant documentation has been emailed to you.
Our assessing manager will however follow up, ensuring the matter has been finalised to your satisfaction.
Regards
OUTsurance
Following our private reply to you when we received your complaint, we again wish to apologise for the major inconvenience you suffered.
Several attempts have been made to contact you and we finally spoke to your sister, who explained you cannot take our calls during office hours. We assure you this is not an experience we want for any client.
Your sister confirmed the service provider has restored the electricity supply to your home and the relevant documentation has been emailed to you.
Our assessing manager will however follow up, ensuring the matter has been finalised to your satisfaction.
Regards
OUTsurance
BW
Bonita W's updateReviewer Update
05 May 2022, 19:30Please note the COC date states the 30-04-2020.
This is the date the electrical installation was done by the electrician was the 30th April 2022 not the 30th April 2020.
Kindly request for a COCO from your third party for the one electrician wire that they replaced from the outside of our house to the inside of the DV Board, they had submitted a report to Outsurance for cable installation which was worth more then R10,000 for a a replacement of one wire of which the electrician spent 30 minutes ro replace.
There after I waited a entire 5 hour's for a incorrect COC to be whatsapped to me from the electrician after I made contact with his unprofessional, rude boss.
I am awaiting your response with the correct dates.
Regards,
Bonita
BW
Bonita W's update05 May 2022, 19:30
Reviewer Update
Please note the COC date states the 30-04-2020.
This is the date the electrical installation was done by the electrician was the 30th April 2022 not the 30th April 2020.
Kindly request for a COCO from your third party for the one electrician wire that they replaced from the outside of our house to the inside of the DV Board, they had submitted a report to Outsurance for cable installation which was worth more then R10,000 for a a replacement of one wire of which the electrician spent 30 minutes ro replace.
There after I waited a entire 5 hour's for a incorrect COC to be whatsapped to me from the electrician after I made contact with his unprofessional, rude boss.
I am awaiting your response with the correct dates.
Regards,
Bonita
OUTsurance's replyOfficial
06 May 2022, 14:26Hello Bonita
Thank you for your further reply.
We were in contact with the electrical company who confirmed the date of issue is 2022. They will ensure to email you the COC.
Our assessing manager tried to contact you to confirm, but you were not available.
Regards
OUTsurance
Thank you for your further reply.
We were in contact with the electrical company who confirmed the date of issue is 2022. They will ensure to email you the COC.
Our assessing manager tried to contact you to confirm, but you were not available.
Regards
OUTsurance
OUTsurance's reply06 May 2022, 14:26
Official
Hello Bonita
Thank you for your further reply.
We were in contact with the electrical company who confirmed the date of issue is 2022. They will ensure to email you the COC.
Our assessing manager tried to contact you to confirm, but you were not available.
Regards
OUTsurance
Thank you for your further reply.
We were in contact with the electrical company who confirmed the date of issue is 2022. They will ensure to email you the COC.
Our assessing manager tried to contact you to confirm, but you were not available.
Regards
OUTsurance
BW
Bonita W's updateReviewer Update
06 May 2022, 14:50Please note, you are failing to understand what I have stipulated. Again the date of the COC issued is the 30th April 2022, however the date that the installation was completed as per the COC which you can view on your system or via our email trend is the 30th April 2020 not 30th April 2022. LOOK AT THE DAMN COC AND YOU WILL SEE THERE ARE TWO DATES WHICH DOES NOT MAKE SENSE AS IMVUSA TRADING 679 CC DID NOT INSTALLE THE NEW CABLE/WIRE ON THE 30 APRIL 2020. AGAIN I AM NOT ACCEPTING A COC THAT IS DATED THE 30 APRIL 2022 WITH A INSTALLATION DATE OF 30 APRIL 2020. OUTSURANCE REFERRED ME TO IMVUSA TRADING 679 CC, IT IS OUTSURANCE RESPONSIBILITY TO ENSURE THAT IMVUSA TRADING 679 CC PROVIDE ME WITH A CORRECT COC WITH BOTH DATES BEING THE 30 APRIL 2022 AND NOT 30 APRIL 2022. I DON'T KNOW WHAT IS SO DIFFICULT WITH PROVIDING ME WITH A COC DATED THE 30 APRIL 2022.
BW
Bonita W's update06 May 2022, 14:50
Reviewer Update
Please note, you are failing to understand what I have stipulated. Again the date of the COC issued is the 30th April 2022, however the date that the installation was completed as per the COC which you can view on your system or via our email trend is the 30th April 2020 not 30th April 2022. LOOK AT THE DAMN COC AND YOU WILL SEE THERE ARE TWO DATES WHICH DOES NOT MAKE SENSE AS IMVUSA TRADING 679 CC DID NOT INSTALLE THE NEW CABLE/WIRE ON THE 30 APRIL 2020. AGAIN I AM NOT ACCEPTING A COC THAT IS DATED THE 30 APRIL 2022 WITH A INSTALLATION DATE OF 30 APRIL 2020. OUTSURANCE REFERRED ME TO IMVUSA TRADING 679 CC, IT IS OUTSURANCE RESPONSIBILITY TO ENSURE THAT IMVUSA TRADING 679 CC PROVIDE ME WITH A CORRECT COC WITH BOTH DATES BEING THE 30 APRIL 2022 AND NOT 30 APRIL 2022. I DON'T KNOW WHAT IS SO DIFFICULT WITH PROVIDING ME WITH A COC DATED THE 30 APRIL 2022.
BW
Bonita W's updateReviewer Update
06 May 2022, 14:51 Please note, you are failing to understand what I have stipulated. Again the date of the COC issued is the 30th April 2022, however the date that the installation was completed as per the COC which you can view on your system or via our email trend is the 30th April 2020 not 30th April 2022. LOOK AT THE DAMN COC AND YOU WILL SEE THERE ARE TWO DATES WHICH DOES NOT MAKE SENSE AS IMVUSA TRADING 679 CC DID NOT INSTALLE THE NEW CABLE/WIRE ON THE 30 APRIL 2020. AGAIN I AM NOT ACCEPTING A COC THAT IS DATED THE 30 APRIL 2022 WITH A INSTALLATION DATE OF 30 APRIL 2020. OUTSURANCE REFERRED ME TO IMVUSA TRADING 679 CC, IT IS OUTSURANCE RESPONSIBILITY TO ENSURE THAT IMVUSA TRADING 679 CC PROVIDE ME WITH A CORRECT COC WITH BOTH DATES BEING THE 30 APRIL 2022 AND NOT 30 APRIL 2020. I DON'T KNOW WHAT IS SO DIFFICULT WITH PROVIDING ME WITH A COC DATED THE 30 APRIL 2022.
BW
Bonita W's update06 May 2022, 14:51
Reviewer Update
Please note, you are failing to understand what I have stipulated. Again the date of the COC issued is the 30th April 2022, however the date that the installation was completed as per the COC which you can view on your system or via our email trend is the 30th April 2020 not 30th April 2022. LOOK AT THE DAMN COC AND YOU WILL SEE THERE ARE TWO DATES WHICH DOES NOT MAKE SENSE AS IMVUSA TRADING 679 CC DID NOT INSTALLE THE NEW CABLE/WIRE ON THE 30 APRIL 2020. AGAIN I AM NOT ACCEPTING A COC THAT IS DATED THE 30 APRIL 2022 WITH A INSTALLATION DATE OF 30 APRIL 2020. OUTSURANCE REFERRED ME TO IMVUSA TRADING 679 CC, IT IS OUTSURANCE RESPONSIBILITY TO ENSURE THAT IMVUSA TRADING 679 CC PROVIDE ME WITH A CORRECT COC WITH BOTH DATES BEING THE 30 APRIL 2022 AND NOT 30 APRIL 2020. I DON'T KNOW WHAT IS SO DIFFICULT WITH PROVIDING ME WITH A COC DATED THE 30 APRIL 2022.
OUTsurance's replyOfficial
06 May 2022, 15:25Since we struggle to reach you telephonically, our assessing manager will be corresponding with you via email.
Thank you
Thank you
OUTsurance's reply06 May 2022, 15:25
Official
Since we struggle to reach you telephonically, our assessing manager will be corresponding with you via email.
Thank you
Thank you