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MH
Michelle H

1 reviews | Active since Nov 2014

18 Jan 2021, 12:33

Is an elderly client an easy target for poor service.

My elderly mom who is 84 years old noticed that her geyser burst on Wed 13 Jan. She reported the problem to Outsurance and a technician was sent out the same day to inspect. (Claim number ***). Since then my mom has been given the run around. It was established that the geyser was still under guarantee, and the manufacturer is out of stock of 100l geysers. So, it is anybody's guess when a 100l geyser will come back into stock. Can a geyser from another manufacturer not be used? It in now almost a week later, why is the client made to wait when the problem lies with the manufacturer or ultimately Outsurance as my mom has a contract with Outsurance. Or is it perhaps because the client is an elderly female and an easy target for poor service?

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Replies (3)
MH
Michelle H's update20 Jan 2021, 06:43
Reviewer Update
Hi, the claim number is ***
MH
Michelle H's update20 Jan 2021, 06:44
Reviewer Update
I hope you can see the claim number. The private reply button is not activating. Two, Nine, five, eight, seven, three, two, six, zero
OUTsurance
OUTsurance's reply21 Jan 2021, 10:34
Official
Good morning Michelle Thank you for your feedback, which was naturally concerning to us. Following our private reply, we immediately escalated the matter to our claims manager. We can confirm that the manufacturer has replaced the geyser. Our claims advisor has also followed up with Mrs. Alberts, who has confirmed that the geyser has been replaced to her satisfaction. We sincerely apologise that the claims experience has disappointed you. Thank you for allowing us the opportunity to assist and address the concerns you have brought forward. RegardsOUTsurance