Misleading and bad service

I called outsurance on the 26/02/2018 and spoke with Dineo Mogale who is not helpful at all, firstly she advised me that i needed to pay an excess amount of R1150.00 and my policy document states that my excess is R1050 and when i raised it she didnt bother to find out but told me i need to speak to client care, she didnt bother to invistigate didnt bother to speak with client care and understand the situation around the excess money to be paid( Client service)

claim was for the geyser and a company by the name DRM was supposed to assist but well they came on the 26/02/2018 and told us that outsurance told them to come and drain water only so the damages doesnt get worse :( REALLY what about carrying for me in making sure that i get hot water and not making sure that you spend less on a claim?

well plumbers left the house and on the 26/02/2018 i emailed Dineo explaining what happened yesrday and again querying the excess amount but Dineo just acknowledge the email whithout any solution and still set with my query after my 2 emails set, then i kept on getting calls from plumbers and all that then around 12 i got an sms that another plumber has been appointed ? after waiting so long to get the geyser fixed? well i gave those plumber an opportunity to assist urgently and yes they are trying but now DRM plumbers took out the geyser and left with it and the new plumbers called that no geyser on the roof ...is in it that outsurance should communicate with plumbers regarding this? why am i now the person to answer?

on the 27/02/2018 at 14:05 i called dineo to address the excess issue since no feedback from her and well guess what she just transferred me to client care and didnt bother to assist in resolving this... and i spoke with Sipho who tried to explain the excess increase yearly which i didnt know, i always knew that premiums goes up yearly but the excess increase i was shocked and if i was informed i was gonna be able to make an informed decision as to whether i want to be with Outsurance or not but they misled me by not disclosing such information which i am now liable for the excess amount that is higher than what i took with them when my policy started

angry as i am the manager from client care Hanlie took the call and also tried to explain the same bare in mind i am the one that called and now on 45 minutes with outsurance trying to resolve this since Dineo failed to assist and no one even said since you have an issue lets call you back, u pay a premium so outsurance can continue to make adverts on TV and radio and not give service to their clients as it should :(

Hanlie failed to assist me with excess issue and just told me that she can put back my excess low again as i requested from the beginning but this will only apply on future claims...i am sitting with an issue now and not planning to have claims in future so is Hanlie helping me here? i doubt it

then since we could not get this sorted i then Spoke with Nthabiseng who is supposingly Dineo's manager and guess what she sounded like she was eating something while speaking to me and besides on the same call she was not interested at all and i had to give up on her really..she promised to call me but what she sent the same Dineo who is busy failing me with Service...OUTSURANCE has failed me so badly that my geyser is still not sorted and i am still without hot water and i am now worried about the ceiling damages if they will be sorted soon since no one is willing to help me in this...i am willing to take all this to Ombudsman as i am currently following the complaints process then once all exhausted i will then take it with Ombuds

No one told us that excess goes up yearly even on a sales call or client care or anyone in the company and getting this kind of service from Dineo and the other parties involved just confirms it all that at OUTSURANCE there is NO SERVICE at all but they only think about their adverts and them making money but not helping the client

"we do not look for a reason to reject claims but we look for reasons to pay claim"

that should be changed to we look for reasons for the clients to pay more so we can make money and we do not want to provide servic to our clients

i now understand why it is called OUTSURANCE as it is really OUT and if i knew this before i was not going to bother and take out the cover with you guys

i thank you for misleading me and becoming your client and i now know whom am i really dealing with and i am in a space to make a informed decision after this and will also help my family and friends to also make sure they are not misled

not after i spoke good about the company and this is my first claim with you guys besides the rescue claims i had for the drain that was blocked