Lack of response and disorganization at the Call Centre

Outsurance rate themselves as a awesome customer service company. Sadly our experience has been the opposite during the past week. We have been their customer for 15 years and it is alarming to experience a disorganised and below average communication from a firm who pride themselves on this.

We returned from an overseas trip on the 16th February 2018 to find our Toyota damaged. The garage ceiling had collapsed onto our baby :(. After following all the correct procedures the car was assessed at Renew-it Sandton on the 19th February 2018. The claim was approved and go ahead was given for repairs to begin.

Outsurance proposed to send the car to Car World in Wynberg. We were recalcitrant as the car had been repaired by them a couple of years ago due to a small bumper bash. When we collected the car afterwards we were shocked to discover that the right front headlight had been replaced for an extraordinary cost. It was in perfect working order when we delivered the car to them. We know this because we had taken the front bumper off to drive the car. All underparts were visible to us and the headlight had no damage on it with no broken brackets etc. Even the levelling function was working! When we raised this with the panel beater at collection time we received a shrug. The work had already been done and paid...

Based on our experience we requested that the car be sent to another panel beater. Outsurance then proposed to send the car to another Renew-it branch. However our car is still at the Renew-it assessor in Sandton 8 business days later! The back window had been shattered and for fear of rain damage we left it there. It still stands there forlornly...

As many of you we need to watch our pockets so we did not select the car hire option. Given we are now footing the bill for a hire car the costs are running up fast!

We have phoned the call centre many times, we emailed Outsurance on several occasions etc. Whenever we try to speak to our consultant she is busy. We leave messages and no return is done. We still don't know when the car will be repaired?

Perhaps if Outsurance were fitting the car hire bill things would be speadier...?

Our advice to the public is to be careful when believing promises of above average service. Our experience is the opposite. We plan to leave this company as soon as our car is returned. If we are to be subjected to poor service (as is common place in the insurance industry) we may as well pay lower premiums.