Lack of confidence in OUTsurence. No service delivery

I am extremely disappointed with Outsurance’s handling of my first-ever vehicle insurance claim. After eight years of faithfully paying my premiums, I expected a smoother and more considerate process—but instead, I have been given the runaround.

Maggie Madolo was my first consultant. As an elderly person, I informed her that the assigned assessment center was too far from my home. Instead of offering an alternative, I was told to take photos of the damage. Then, I was asked for additional photos from every angle. After complying, yet another request followed with a long list of specific shots. The constant back-and-forth has made this entire process a nightmare.

Eventually, I relented and traveled to their Kempton Park assessment center—something that could have been avoided if they had considered sending an assessor to me. There was absolutely no flexibility or regard for my circumstances.

Outsurance is quick to collect premiums, but when it comes to actually providing service, they fall short. I would never recommend them based on this experience.

To make matters worse, after much communication and complying with every request, I received an email stating that they are now unable to match my claim—despite corresponding with me from the very beginning. This is entirely unacceptable and feels like a deliberate attempt to avoid settling my claim.

I expect immediate clarification and a resolution to this matter.