1 reviews | Active since Dec 2021
Just Terrible!
Terrible service experience with Outsurance. They have moved the goal post constantly in my claim. From the flawed initial assessor visit which resulted in a rejection (guessing the age of my house and false claims of blocked vents which I corrected him on, never mentioned again by them after the rejection) They eventually send there appointed engineers who will not commit to anything as they are beholden to Outsurance. After my own engineer proves Subsidence in the soil,(my neighbour had an approved claim for subsidence 1.5 metres from my area in question) Their own policy excerpt states to cover subsidence yet Outsurance will do anything to stick to their initial flawed rejection decision. In a correspondence with an apparent manager "Elmarie" who even states in her highly ambiguous email to a colleague (I'm not sure if I was meant to see that mail) that they are not contesting the presence of subsidence, she still informs her colleague to stick to the initial rejection. It's been 10 days since I've got any response from Elmarie who is now apparently on leave with an automatic out of office reply I received. Long venting from me but I'm just so frustrated. Feel like I'm being conned!
Further to our private reply of yesterday, Nic has been in contact with you.
The OUTsurance insurance contract is a peril based policy and this means that only certain perils are covered as mentioned in the Facility wording.
The purpose of Short Term insurance is to make provision for a sudden unforeseeable event. The insurance contract does not make provision for gradual events over time resulting in damages.
This matter has been investigated in detail and we have decided to uphold our decision.
We are sorry that our decision does not meet your expectations however our reasons are valid and have been explained to you in detail.
Regards,
OUTsurance
Further to our private reply of yesterday, Nic has been in contact with you.
The OUTsurance insurance contract is a peril based policy and this means that only certain perils are covered as mentioned in the Facility wording.
The purpose of Short Term insurance is to make provision for a sudden unforeseeable event. The insurance contract does not make provision for gradual events over time resulting in damages.
This matter has been investigated in detail and we have decided to uphold our decision.
We are sorry that our decision does not meet your expectations however our reasons are valid and have been explained to you in detail.
Regards,
OUTsurance
Below is wording from their own policy excerpt:
" The OUTsurance insurance contract is a peril based policy and this means that only certain perils are covered as mentioned in the Facility wording. These perils are: Fire, explosion and earthquake Subsidence Acts of nature Bursting of water heating systems and pressurised pipes Theft Power surges Impact Accidental damages"
Now apparently my case of subsidence (Which is clearly regarded as a peril to them), has not occurred suddenly, but over time so is now not a peril anymore according to them.
My neighbour was approved in his claim for subsidence but I don't seem to be treated as fairly.
No consistency from Outsurance.
Yes, I have been contacted by Nic and I have been told that the higher ups (arrogant) response is that I can take the matter to the Ombudsman or wherever.
Just a glance at the Trustindex graph shows their decline in customer service.
Below is wording from their own policy excerpt:
" The OUTsurance insurance contract is a peril based policy and this means that only certain perils are covered as mentioned in the Facility wording. These perils are: Fire, explosion and earthquake Subsidence Acts of nature Bursting of water heating systems and pressurised pipes Theft Power surges Impact Accidental damages"
Now apparently my case of subsidence (Which is clearly regarded as a peril to them), has not occurred suddenly, but over time so is now not a peril anymore according to them.
My neighbour was approved in his claim for subsidence but I don't seem to be treated as fairly.
No consistency from Outsurance.
Yes, I have been contacted by Nic and I have been told that the higher ups (arrogant) response is that I can take the matter to the Ombudsman or wherever.
Just a glance at the Trustindex graph shows their decline in customer service.