Left stranded in the Karoo by Outsurance

Left stranded in the Karoo by Outsurance

We had a breakdown in the middle of the Karoo on Sat 15 June, round 12.30. We thought we would have been OK, we had Outsurance and they bragged about their roadside assistance and "Piece of mind" for their clients, Little did we know that any of this really did matter to them. We called, their agent was slow to comprehend the problem, i explained over and over, our car broke down, we were stranded, it was hot, car partially on the road we were on the road verge, I had 4 Ladies with me, my partner, MOM, sister, a 12 year old and a dog, We needed to get to safety,urgently The agent’s response was that our Car will need to be towed and only R5000 was covered,he will get busy to get me a quote for the additional cost, absolutely no interest in our safety and dangerous situation first. He eventually told me they could tow my car to Beauford West, 300km in the wrong direction. they sent me a message saying the tow truck would be there in a hour. I called the tow truck company, they were bemused, they were 300km away, how is it possible for them to get to us in 1 hour? Also, they were not told about the stranded passengers. I got back to the agent, told him that again that our situation was dire, we were going to Kimberley and he needed to head that way, so he gave me another quote, R19000, and when i asked what about us that were stranded, he had not considered that, and proceeded to do what he does best - get another quote. All this while i continued to tell him should be concerned about our safety. I asked to escalate to him manager, who eventually called back almost an hour later, totally clueless about our situation with an opening statement of "what seems to be the problem”. All this while we were frantically looking to get ourselves to safety, for clearly Outsurance did not care, Some good Samaritans who stopped to assist and we made contact with family and people we know. After almost 3 hours on the roadside we to people who were in a bakkie heading to Kimberlyhat way and picked us up. They also helped to organize a tow truck at half the price. It was freezing and got dark on our journey there, i comforted the family, we were safe and heading in the right direct, had we waited for Outsurance we would have now been stranded in the dark, in the middle of the Karoo, while they sat in the comfort of their call centre making out more quotes

Never again, never Outsurance