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1 reviews | Active since Oct 2016

27 May 2024, 08:07

*****: Outsurance

I've been paying Outsurance a premium on my phone which is insured for R30000. They want to pay out R16500. They said they will replace the phone or pay out R16500. I don't want the same phone as it was the 2nd time it broke. It is a Samsung Flip phone, I think the device is faulty. Outssurance sent my phone in the first time to a place that is NOT Samsung approved. So, Samsung or Vodacom doesn't want to access the phone because it was not fixed by an approved place. So, even if the device is faulty, neither Samsung or Vodacom will replace it because of the mistake from Outsurance. Outsurance said I must send them a quote to replace my phone. Vodacom gave a quote for R27999. Outsurance says it is on special at Takealot for R16500 and that is their reason for only wanting to pay out R16500. But they have been taking my premium on R30000. If they used an approved Samsung repair centre, there wouldn't be any problems from the start. I would have been able to ask Samsung for a new phone. Now, I can't. Outsurance does not take responsibility for THEIR mistake. My risk was R30000, which I paid for.

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Replies (4)
's update27 May 2024, 09:28
Reviewer Update
It was with a manager. SHELTON NARRAIDU. HER REFUSES TO SPEAK with us over the phone. The woman whom spoke to us, "Sunny", said he ONLY communicates via emails.

You are correct. DISSAPOINTMENT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
's update27 May 2024, 09:37
Reviewer Update
*he refuses

OUTsurance
OUTsurance's reply27 May 2024, 11:24
Official
Good day Alicia,

Thanks for your further feedback.

Our claims advisor, Hloni, spoke to you telephonically and our claims General Manager, Shelton, provided you with feedback via email. 

Any assets that you insure with OUTsurance, will always be covered for the replacement value, provided that the insured amount is sufficient to cover the replacement value. There is no cover that you can take with OUTsurance that will cover you for the original purchase price. 

As noted in the policy wording; we have the choice to settle your claim in any of the following ways:* paying out cash to you                          
* repairing the damage at a repairer of our choice
* replacing the item at a supplier of our choice  
* any combination of the above                   
We do apologise for the disappointment.

Regards,
The OUTsurance Team                               

's update27 May 2024, 12:09
Reviewer Update
Do you understand my complaint at ALL????? If Outsurance used an APPROVED place to repair my phone the first place, Samsung would have given me another phone because Z5's are giving problems ????? And still, you take a premium for R30000. So, if you pay out only R16500, I want the rest of my premiums back to buy a phone of my choice for the amount my RISK was. Please send me the documents which states that you will give Takealot specials to your clients to replace insured items. Oh and for your information, today the phone is R16999 on Takealot. Not R16500 anymore.