NO SERVICE OUTSURANCE & PROLINE EXPRESS

From what started off as great service is now becoming a nightmare. I recently had a vehicle claim with Outsurance. Initially, I received excellent service from Yollanda Oludeyi. My car hire was arranged, and my car was collected on 19/6/2024.

The car was assessed and approved for repairs. However, after two weeks without any updates, I contacted the panel beater, Proline Express. To my surprise, I discovered that my vehicle had not been sent to them. Precious at Proline Express then made arrangements to get my car to them. On 3/7/2024, Outsurance sent me an SMS confirming that my vehicle was now with Proline Express Sandhurst. On 6/7/2024, I received another SMS stating that my car had been stripped and was being assessed for further unseen damages.

I was concerned because my claim was logged on 19/6/2024, and my vehicle hire was only for 30 days. I highlighted this to Precious, who advised me she was preparing a report for Outsurance on further damages found. On 16/7/2024, I received an email from Precious outlining the additional damage on my vehicle submitted to Outsurance. Despite leaving messages and sending emails, I received no response from her.

I reached out to Outsurance on 17/7/2024 to speak to Yollanda, but she was unavailable. Gaby assured me that she would relay my message and call me back. My primary concern was the delay in repairs and the impending return date of the hired car. Despite my follow-ups, no calls were returned. On 22/7/2024, I called again and Yollanda informed me that she would escalate my query to her manager. Yesterday, just before 5 PM, I received an email from her stating that her manager had declined the extension of the car hire and that she had now escalated this to complaints to assist me further. At this stage Outsurance has no indication yet as to when my vehicle will be ready.

I am extremely dissatisfied with this service. The delays and miscommunication between Outsurance and the panel beater have caused me significant inconvenience. I am expected to pay for the extra use of the hires car. I believe the manager should make a decision based on the inefficiencies and lack of communication between Outsurance and the panel beater. I request that someone with the authority to make decisions contact me as soon as possible to resolve this matter.

Regards Munieba