My nightmare with Outsurence

After an extremely unpleasant 45min call with Mbali Mncube (Outsurance legal representatvive) I asked that she kindly hand over my claim to a colleague that would be keener on assisting me seeing she would not. Her response to me was that “If you want someone else to handle your claim you can find them yourself”. When I asked that she rather transferee me to her manager she said “well you are wasting your time because my manager (Lebo Senne) is going to tell you the same thing I just told you”.

On the 5th of June 2018 an Outsurance client drove into my car. They agreed that their insurer (being Outsurence) would be have my car fixed. It has been over two months since the accident and it has been nothing but a nightmare dealing with this insurance company. This call happened a month after my accident when I called to find out about the progress of my claim as it had been over a month since my accident. I have been tasked with the responsibility to ensure that all my documents are handed over and it was explained that it would be my responsibility to follow up and make sure that all is in order.

I called their customer care line and asked that I speak to a manager who would assist. During this call I was assured that this was in no way how clients were to be spoken to. After all the false promises made by the manager (Lebo Senne) who promised that he would assist in ensuring that Ms Mncube would soon sort out my claim I again waited. I called back again a week later to find out if everything has been sorted out. This time everything had changed. Mr Senne told me that I should be calling Ms Mncube and not him.

Since then it has been a constant struggle trying to have Outsurence sort out my claim. I was told to get a quote which has since been rejected and an offer letter of an amount less than half the claim was sent to me. The description of the vehicle on the quote provided by Outsurance does not even match that of my vehicle and this has been reported to them. Yet a week later again I still await a response.

I am disgusted at how this insurance company is handling my claim or the lack thereof and I am at my wits end. At this point I do not even know whom to contact or whom to repost this matter to.