NOT how you help customers with policy changes.

I phoned to enquire how I should go about switching ownership from a primary driver to a secondary. The consultant on the line then proceeded to get my details (the new primary driver). Instead of her advising on whether I should open a new policy or anticipate drastic changes to my premiums if I updated my existing one, she went ahead and implemented the change on her side, only at the end informing me my new premium has quadrupled starting next month and that I'll be charged a pro rata fee for the remaining day of the year (the call happened 30 Dec 2021). I asked what caused all this and she referred me to a reviewer who did nothing to clarify why my premium had skyrocketed without me agreeing to it.

I do not fit a high-risk profile nor have I been in any accidents / incidents, made a claim or missed a debit order since purchasing the car and insuring it with Outsurance 8 years ago. My family has been with Outsurance for more than 10 years. Nobody I had spoken to had even tried to contest the increase and just said "sorry, that's what the system says". I then asked if I can look for quotes and was told they'd phone me back later once I've received some. They didn't. I had to phone back 3 times. They had no interest in checking any quotations. We asked if they wanted us to just cancel our policy and they obliged.

Really unfortunate way to let go of a loyal customer.