Inefficiency from Outsurance representatives & managers

Have been insured with Outsurance for many years. Used to have up to 4 private vehicles insured with them some time ago but placed them with other Insurers for a number of reasons. I called in to update details and remove and add items (laptops, phones, bicycles, etc). The policy is in my wife's name... but I have done changes & updates for years as an authorized member as is the case with Dial Direct where we have all our vehicles and household bits insured.

Procedure with Dial Direct updates when you call in: 1. Have to answer 3 or 4 security questions about the policy and ME. (not my wife which is the main policy holder) (1 minute) 2. Remove older/disposed items that no longer needs cover 3. Add new items where we need cover. Suggests values from DD database and ask me to confirm, 4. Verbally confirm new and final amounts for interim & monthly payments 5. Send updated policy to the email address on file.

Procedure with Outsurance updates when you call in: 1. Have to answer 4+ security questions on my WIFE... not me! (10 minutes as I have to search on my database for ID number, tel number, number, etc) 2. Remove older/disposed items that no longer needs cover 3. Add new items where we need cover. Ask me to look on Price Check what I think my daughters phone is worth?? Serious? 4. Verbally confirms amount after I asked. Amount increased?? For less insured and removing items?? Could not answer me. I asked to send copy by email so I could scrutinize myself. Ask me for my email address.... I said the one on file!! 5. Said he now will transfer me to a department to remove old items (that he removed already supposedly as he asked me precisely what he must remove!! Then made sense why monthly payment was high as he DID NOT remove older items) By now I was seriously ****ed off and told him so. He was nice enough but could not assist. 6. Transferred me to a dept to now actually remove the older items. 7. Security check AGAIN!! On my wife's details AGAIN? 10 minutes research to find it. 8. Removed the items. 9. I asked for policy to be mailed to me. 10. Received survey email to rate "representative".... not experience or Outsurance.

So I selected a low rating as I had a bad experience... not a bad consultant but Outsurance hides behind their representatives like a number of other companies do. Representatives are your shields against the public!!

I received a cal from a manager today to find out what the "representative" did to provoke a negative response. I made it clear it was not the representative... it was the procedures that I found to be lacking. I said I had 2 issues that I thought where Outsurance could improve. (He asked me what ) 1. Ask me security questions about me. Something that I would know off-hand. Not about my wife's personal details that I do not have or have to research or call her and ask her. I used the example of Dial Direct that did this.

Before I could get to my second issue of removing and adding items all in one to avoid a second department that asks me all the security questions again..... he thought it good to continuously tell me: 1. Do I know what the security questions are for? 2. Would I rather have security questions and be safe compared to DD that is not safe? 3. Do I understand that is for my own interest? When I tried to tel him that it is the method I was referring to and the customer experience and not the security.... he thought it good to keep interrupting and trying to make sure I understand why they ask these questions. He then went on to tell me how well trained their representatives are and how often they train... blah blah blah. I lost it and told him that I had no desire to talk to him any further. I told him that his attitude was exactly what I was referring to re the customer experience and I now recall why I moved the bulk of my insured items to another insurance company.

Outsurance has a lot to learn. It is blatantly obvious when you call them to have items changed. Especially if you are not the principle policy holder.... (but authorized for the past 10+ years to deal with them)

What could the manager have done?? 1. Listen to what I had to say 2. Make notes 3. Thank me for my concerns and taking the time to report back to them. 4. Report my concerns via whatever system they have for improving customer service (makes one wonder if they have such a system)