BP
Brenden P
1 reviews | Active since Sept 2019
07 May 2026, 12:55
I am disappointed with their lack of concern
I am disappointed with their lack of concern. My insurance policy was incorrectly captured by a sales agent. Outsurance did little to remedy the situation. There was an incorrect capture of my bank account details and my policy lapsed. And I didn't know. I'm so disappointed
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Replies (2)
OUTsurance's replyOfficial
13 May 2026, 13:26Good day Brenden,
Thank you for your review.
After our private response to you, we escalated your concerns to our client services manager.
Unfortunately, we were provided with incorrect information at sales stage and once we amended it the premium increased.
You have advised us to keep the policy cancelled as you will stay with your current insurer.
We do apologise for your experience.
Regards,
The OUTsurance Team
Thank you for your review.
After our private response to you, we escalated your concerns to our client services manager.
Unfortunately, we were provided with incorrect information at sales stage and once we amended it the premium increased.
You have advised us to keep the policy cancelled as you will stay with your current insurer.
We do apologise for your experience.
Regards,
The OUTsurance Team
OUTsurance's reply13 May 2026, 13:26
Official
Good day Brenden,
Thank you for your review.
After our private response to you, we escalated your concerns to our client services manager.
Unfortunately, we were provided with incorrect information at sales stage and once we amended it the premium increased.
You have advised us to keep the policy cancelled as you will stay with your current insurer.
We do apologise for your experience.
Regards,
The OUTsurance Team
Thank you for your review.
After our private response to you, we escalated your concerns to our client services manager.
Unfortunately, we were provided with incorrect information at sales stage and once we amended it the premium increased.
You have advised us to keep the policy cancelled as you will stay with your current insurer.
We do apologise for your experience.
Regards,
The OUTsurance Team
BP
Brenden P's updateReviewer Update
13 May 2026, 13:40Good day Outsurance.
Your reply is a cover up. This is evident of how you do business. I'm actually so glad I stopped dealing with you.
Your sales agent captured the information incorrectly in order to generate a lower premium.
He also incorrectly captured my bank account details.
When I looked at the policy schedule I amended it immediately and was hit with a R500 hike and then another R500 increase.
Customer services then advised they were not pleased with what happened and will escalate for the call to be listened to. I was happy with that.
Outsurance did not follow up with me although promised. Then when my premium didn't go off I called in and was advised to wait a few days.
I called after a few days and was told the same. Surprisingly I get a text from Outsurance to say they have the incorrect details.
When I updated, I called them back only to find I was not covered!
Your response above is a clear cover up because your retentions and customer care did acknowledge your sales agent was in the wrong. As the call was listened to and transcribed.
This is the exact convo:
Me: I live in Durban, KWAZULU-NATAL.
Agent: oh I also lived there. Do you know New lands West?
Me: Yes.
When I got the schedule it showed Western Cape. Changed it and it increased my premium by R500.
Daytime parking: I park at Pavillion.
Agent: is it boom gated:
Me: not boom gated it's an open parking ba*****t.
Agent: I don't have an option for that. Is it not a garage?
Me: there is NO garage parking there I'm not going to tell you that, because it is incorrect.
Agent: okay
Policy schedule: Daytime parking in locked Garage at Pavillion!
Another R500 increase.
The only change I made was to upgrade the km usage.
I am going to escalate this and your response above to senior management.
Your reply is a cover up. This is evident of how you do business. I'm actually so glad I stopped dealing with you.
Your sales agent captured the information incorrectly in order to generate a lower premium.
He also incorrectly captured my bank account details.
When I looked at the policy schedule I amended it immediately and was hit with a R500 hike and then another R500 increase.
Customer services then advised they were not pleased with what happened and will escalate for the call to be listened to. I was happy with that.
Outsurance did not follow up with me although promised. Then when my premium didn't go off I called in and was advised to wait a few days.
I called after a few days and was told the same. Surprisingly I get a text from Outsurance to say they have the incorrect details.
When I updated, I called them back only to find I was not covered!
Your response above is a clear cover up because your retentions and customer care did acknowledge your sales agent was in the wrong. As the call was listened to and transcribed.
This is the exact convo:
Me: I live in Durban, KWAZULU-NATAL.
Agent: oh I also lived there. Do you know New lands West?
Me: Yes.
When I got the schedule it showed Western Cape. Changed it and it increased my premium by R500.
Daytime parking: I park at Pavillion.
Agent: is it boom gated:
Me: not boom gated it's an open parking ba*****t.
Agent: I don't have an option for that. Is it not a garage?
Me: there is NO garage parking there I'm not going to tell you that, because it is incorrect.
Agent: okay
Policy schedule: Daytime parking in locked Garage at Pavillion!
Another R500 increase.
The only change I made was to upgrade the km usage.
I am going to escalate this and your response above to senior management.
BP
Brenden P's update13 May 2026, 13:40
Reviewer Update
Good day Outsurance.
Your reply is a cover up. This is evident of how you do business. I'm actually so glad I stopped dealing with you.
Your sales agent captured the information incorrectly in order to generate a lower premium.
He also incorrectly captured my bank account details.
When I looked at the policy schedule I amended it immediately and was hit with a R500 hike and then another R500 increase.
Customer services then advised they were not pleased with what happened and will escalate for the call to be listened to. I was happy with that.
Outsurance did not follow up with me although promised. Then when my premium didn't go off I called in and was advised to wait a few days.
I called after a few days and was told the same. Surprisingly I get a text from Outsurance to say they have the incorrect details.
When I updated, I called them back only to find I was not covered!
Your response above is a clear cover up because your retentions and customer care did acknowledge your sales agent was in the wrong. As the call was listened to and transcribed.
This is the exact convo:
Me: I live in Durban, KWAZULU-NATAL.
Agent: oh I also lived there. Do you know New lands West?
Me: Yes.
When I got the schedule it showed Western Cape. Changed it and it increased my premium by R500.
Daytime parking: I park at Pavillion.
Agent: is it boom gated:
Me: not boom gated it's an open parking ba*****t.
Agent: I don't have an option for that. Is it not a garage?
Me: there is NO garage parking there I'm not going to tell you that, because it is incorrect.
Agent: okay
Policy schedule: Daytime parking in locked Garage at Pavillion!
Another R500 increase.
The only change I made was to upgrade the km usage.
I am going to escalate this and your response above to senior management.
Your reply is a cover up. This is evident of how you do business. I'm actually so glad I stopped dealing with you.
Your sales agent captured the information incorrectly in order to generate a lower premium.
He also incorrectly captured my bank account details.
When I looked at the policy schedule I amended it immediately and was hit with a R500 hike and then another R500 increase.
Customer services then advised they were not pleased with what happened and will escalate for the call to be listened to. I was happy with that.
Outsurance did not follow up with me although promised. Then when my premium didn't go off I called in and was advised to wait a few days.
I called after a few days and was told the same. Surprisingly I get a text from Outsurance to say they have the incorrect details.
When I updated, I called them back only to find I was not covered!
Your response above is a clear cover up because your retentions and customer care did acknowledge your sales agent was in the wrong. As the call was listened to and transcribed.
This is the exact convo:
Me: I live in Durban, KWAZULU-NATAL.
Agent: oh I also lived there. Do you know New lands West?
Me: Yes.
When I got the schedule it showed Western Cape. Changed it and it increased my premium by R500.
Daytime parking: I park at Pavillion.
Agent: is it boom gated:
Me: not boom gated it's an open parking ba*****t.
Agent: I don't have an option for that. Is it not a garage?
Me: there is NO garage parking there I'm not going to tell you that, because it is incorrect.
Agent: okay
Policy schedule: Daytime parking in locked Garage at Pavillion!
Another R500 increase.
The only change I made was to upgrade the km usage.
I am going to escalate this and your response above to senior management.