Outstanding Service – Thank You, Tebatso Phoshoko!

A few months ago, I adopted a pet and submitted an inquiry for pet insurance through the OUTsurance website. I was contacted by Tebatso Phoshoko.

I’ll be honest — I wasn’t thrilled about receiving another marketing call, and I was quite difficult during the conversation. I questioned every detail and challenged most of the information she shared. Despite this, Tebatso remained calm, professional, and incredibly patient for the entire hour-and-a-half call.

She didn’t rush me, she didn’t pressure me, and she handled my personality with remarkable grace. As someone who does thorough research beforehand, I already had a solid understanding of pet insurance, but she still took the time to walk me through everything properly.

When I told her I wanted to compare other service providers before making a decision, she encouraged it. She even mentioned that while I might find something cheaper, the value for money might not be the same. Because I wanted to pay annually, she also offered to see if she could secure an additional discount for me.

Ultimately, OUTsurance came in the most affordable for the tier I selected.

Unfortunately, my pet’s arrival was delayed by a few months. Tebatso followed up, and instead of pushing for a sale, she was genuinely understanding and concerned about my pet’s well-being. She asked if she could check in again later, but I told her I would reach out when the time came.

Honestly, I didn’t think I would.

But a few months later, when I finally received my pet, Tebatso was the first person I thought of. I emailed her, and within minutes she called me back. She remembered me — and even remembered my pet’s name! We picked up the conversation exactly where we had left off months earlier.

Within 15 minutes, I became an OUTsurance member.

Tebatso, thank you for your patience, professionalism, and for genuinely caring more about the customer experience than just making a sale. OUTsurance, you’re fortunate to have consultants like her.

Exceptional service from start to finish.