OUTsurance

We have been with OUTsurance for many years and have found every time we need them to deliver a service to us, that the consultants we speak to are not listening to what we have to say. They are more interested in what little list of questions are in front of them. You explain your claim and then the stories come. When I had an accident with my Hyundai they refused to replace it with original parts, and I had to be satisfied with pirot parts (depreciating the value on my car). We have spent thousands of rands with them over the years and the little claims they need to cover, is covered very unsatisfactory. They kept phoning my husband (several times), instead of the 3rd party that had to pay the expenses, even though he told them repeatedly they need to phone the correct person. Now we have another claim, my husband's car, some truck reversed into him, and instead of listening to what my husband had to report and what he wants, the consultant was very ******** of the facts, and my husband eventually put the phone down on him, he was that frustrated! It was stressed that their legal department had to get involved to recover the expenses from the company whose vehicle was involved. Why should we have to pay the excess when it was not our fault, they should recover it from the 3rd party. The car was taken for inspection to one of their accessors who took lots of photos and then they reported back to OUTsurance, he was also not listening when my husband pointed out, what he thought will become problematic in future if not repaired. We received a call from OUTsurance with the approximate cost, and that surely indicates that none of the things pointed out to the accessor will be seen to, and we are most likely going to get pirot parts again (on a new car). They were told we will not take the vehicle in for repairs until their legal department sort out the finances with the 3rd party, such as the excess amount. We are still waiting to hear from the legal department. Your insurance keeps going up yearly with them although the vehicles depreciate every year? There just seems to be no urgency in keeping their customers loyal and happy. We are very unhappy clients.