Inappropriate deception

I hereby submit a formal complaint regarding the handling of my partner's insurance claim with Outsurance , as well as the continued lack of access to my policy documentation and the resulting prejudice I am currently experiencing.

Despite multiple requests, I have not been provided with my full policy documentation. Consequently, I am unable to independently verify critical policy details, including the inception date and the applicable excess amount. I must emphasise that I am significantly challenged in this regard, as I have still not received the requested documents to date.

Following a rear-end collision on 30 April 2026, in which I was not at fault, my vehicle was towed. The South African Police Service accident report number 311/04/2026 was issued in relation to this incident.

Since the vehicle was towed, I have not received any electronic confirmation of the vehicle’s condition at the time of collection. This includes recorded mileage, fuel level (noted as a full tank of petrol), and photographic evidence of the vehicle and odometer.

Furthermore, I was only informed—after making enquiries—that my vehicle had been taken to an Auction Nation yard. I have since been advised that Auto Stars Panelbeaters are still attempting to locate and collect the vehicle. This lack of transparency and breakdown in communication has resulted in unnecessary delays and considerable distress.

To date, I have not received the vehicle assessment report outlining the scope of repairs, including parts and labour. While I have been informed that the estimated repair cost is R68,757, I have not been provided with supporting documentation to substantiate this amount.

In addition, I have not been provided with a list of alternative approved panel beaters, which further limits my ability to make informed decisions regarding the repair of my vehicle.

I also note that, despite the accident being a rear-end collision in which I was not at fault, there has been no recovery of the excess from the third party who collided with my vehicle. I request clarity on the status of this recovery process.

All required documentation was submitted on 30 April 2026, including:

Vehicle details (Vehicle A and Vehicle B) Driver’s licence and identity documentation Vehicle registration details Photographs of both vehicles SAPS accident report (No. 311/04/2026) Full accident report and supporting evidence

As a direct result of this incident, I am currently without adequate transport, which has significantly impacted my daily mobility. Additionally, I have sustained physical injuries and may require further medical attention should symptoms persist.

I also require urgent clarification regarding the excess amount, as there is a discrepancy between the amount currently indicated (R6,560) and the amount previously reflected on the Outsurance mobile application (R6,500).

Given the circumstances and ongoing delays, I formally request that this matter be escalated for urgent review and that a cash settlement be considered. Based on the current estimate, the net settlement value is approximately R62,197. A cash settlement would enable me to proceed with repairs through my preferred approved panel beaters without further delay due to Outsurance limitations.

I kindly request that the following be provided as a matter of urgency, and that all matters be clarified from the date of the incident (30 April 2026):

Full policy documentation Written confirmation of the correct excess amount Complete vehicle assessment and repair report Electronic collection report (including mileage, fuel level, and photographs) Written confirmation of the current location and custody chain of the vehicle A list of alternative approved panel beaters Status update on recovery of the excess from the third party Written confirmation on whether a cash settlement will be approved

Should this matter not be resolved promptly and satisfactorily, I will have no alternative but to escalate the complaint to the relevant Insurance Ombudsman for formal investigation and relief.

I trust that this matter will receive the urgent attention it warrants.