Mishandling of Claim and Broker Negligence

Background I recently moved my company’s insurance portfolio from MiWay Insurance to OUTsurance, based on Mr. van Heerden’s assurance of superior service and personal attention. I provided him with my complete MiWay policy schedule and requested that my new policy mirror it exactly. He confirmed that this would be done. However, upon receiving the quote, I noticed that while premiums were similar, the excess amounts were almost double. I questioned this, but Ernst assured me that this was to “match” MiWay’s cover and promised exceptional service, which I accepted in good faith.

The Incident One of our company vehicles in KwaZulu-Natal struck a log on the road 16th October 2025, resulting in four tyres being destroyed. We immediately contacted Outsurance for assistance. Instead of receiving help, we have been pushed from pillar to post, until we were informed that the vehicle was “not insured.” On investigation, I discovered that while the VIN number was correctly listed on the policy, the registration number was incorrect. Although it was all stated on MiWay Policy. Despite this, I later received another request for the same details from a OUTsurance consultant on Wednesday, which Ernst forwarded to me showing either negligence or complete disregard for detail.

Broker Conduct Throughout this process, Ernst has been unresponsive and evasive. He ignores calls and leaves messages on read. He responds late or not at all, providing no updates. He has referred to a “boss,” yet no one from Outsurance has ever contacted me. This behaviour is unprofessional and inconsistent with Outsurance’s stated standards of service excellence.

Financial and Operational Impact Because Outsurance failed to process our claim or provide a replacement vehicle, we were forced to hire a vehicle at our own cost to continue operations. This resulted in direct financial loss and significant disruption to our business activities.

Serious Concerns I believe this situation reflects negligence and misrepresentation. The correct VIN was submitted and appears on the policy. The incorrect registration number was captured by the broker. I supp**** all required documentation timeously.

My Requests 1. A full investigation into the broker’s handling of my policy and documentation. 2. Written confirmation of how the registration error occurred when the VIN was correctly listed. 3. Immediate review and reinstatement of the declined claim, as the vehicle was insured by VIN identification. 4. Reimbur*****t for the vehicle rental costs incurred due to Outsurance’s delay. 5. Assurance that corrective steps will be taken to prevent similar failures for other clients.

Attached Evidence: WhatsApp Correspondence with Broker Below are verified excerpts from my WhatsApp communication with Mr. van Heerden showing the timeline of events, repeated submission of documents, and his lack of responsiveness.

Date Message Summary Source Reference

16 Oct 2025 (Thurs) Incident occurred ,Ill docs sent to Ernst He confirmed he'll handle it- NOTHING 20 Oct 2025 (Mon) Sent photos of accident vehicle and documents showing VIN AGAIN. WhatsApp Chat with Ernst Van Heerden Outsurance 20 Oct 2025 (Mon) Ernst asked again for “full pic of RC1” despite prior submission. WhatsApp Chat with Ernst Van Heerden Outsurance 20 Oct 2025 (Mon) Ernst confirmed “Received everything thank you.” WhatsApp Chat with Ernst Van Heerden Outsurance 21 Oct 2025 (Tue) My follow-ups for feedback went unanswered. WhatsApp Chat with Ernst Van Heerden Outsurance 21 Oct 2025 (Tue) Ernst claimed confusion over number plates, admitted escalation. WhatsApp Chat with Ernst Van Heerden Outsurance 22 Oct 2025 (Wed) I re-sent the VIN and confirmed prior submission. WhatsApp Chat with Ernst Van Heerden Outsurance 22 Oct 2025 (Wed) Expressed frustration at dishonesty and poor communication. WhatsApp Chat with Ernst Van Heerden OUTsurance This timeline shows that the VIN and vehicle details were provided multiple times, acknowledged by the broker, yet mishandled directly leading to the denial of our claim and unnecessary expenses.

Conclusion I moved to Outsurance for better support and professionalism. Instead, I have experienced delays, misinformation, and disregard for my business needs. I expect a written response within 24hrs, confirming acknowledgment of this complaint and outlining your intended corrective actions.