Outsurance - ************** and ****s

Where to start with this one and trust me, the public is going to want to read this (I have left out staff names but I have them on hand). I was called by an OutSurance agent one morning trying to sell me life insurance. Now being a diabetic type 1, I always ask agents upfront whether or not their company can offer a diabetic critical illness and disability cover to which I am often answered with a straight up “unfortunately not” and therefore, the discussion is ended very quickly. However, when it came to this agent, I was told OutSurance does offer both critical illness and disability cover to diabetics. We went through a whole series of diabetes-related questions and a premium (subject to a medical) was discussed which I was most pleased with as it was a lot more affordable than what I am currently paying as a diabetic at one of their competitors. I was not put off by the medical as I have had them done before with other companies for the same reason so it was nothing foreign. Outsurance arranged a nurse, from an external party, to come out the following week to perform the medical at my convenience.

The following week the nurse came out to my home and performed a series of tests including blood tests as well as taking a urine sample (nothing unusual). For two weeks proceeding this, I did not receive any communication from Outsurance regarding my results or regarding a potential life package. In fact, I had to call to find out what on earth was going on. Their answer to me was that the external party (bare in mind I still to this day do not know who actually performed the tests) still had not processed my results and I would be informed when they did. I may be mistaken but I have never come across a place whereby, I have had to wait two weeks to receive blood results and a urine sample result. Nonetheless, I accepted the answer given and the following week the agent from Outsurance called me to say “Good news, we can offer you life cover” however, they could not offer me critical illness and disability cover which was the point of agreeing to the medical to begin with. Now you might all be thinking, this person is probably sick because of their diabetes and they are just complaining. WRONG! READ ON …

So, I asked the agent ok but why do I not qualify for critical illness and disability cover to which he could not provide me with an answer. I then asked to speak to his supervisor. His supervisor told me being a diabetic herself, she also struggles to get cover for critical illness and disability so she was already generalising at this point. Perhaps she was uncontrolled, I do not know, but you cannot compare one person to the next. I asked what my results were because at this point, you start to worry maybe something is wrong. The tests covered HIV, HBA1C, and kidney-related tests. My HBA1C was 6.1%, which was taken at my endocrinologist a couple weeks prior so I knew it was not that so I started to panic. Look at it from my perspective … I am told diabetics can get critical illness and disability cover subject to this medical and now my results have been delivered, I know my average glucose is that of a “normal” person which leaves the potential to having either HIV or an issue with kidneys. This supervisor told me she cannot provide me my results as she does not understand them and neither would I, which is a lie because I studied a medical-related degree so I would most certainly understand them.

Nonetheless, I asked for the results to be sent to my endocrinologist as well as copy to me so that we can assess what the issues may be. After all, I am entitled to my own results. Her service and knowledge were terrible so I asked to now speak to her senior who could actually provide me with context.

Now the juicy parts start and it is actually disgusting that this is how Outsurance conducts business and LIES. Now this discussion with the initial supervisor took place in the morning and they made me wait an entire day for any sort of news or update. Who actually does this to someone? Eventually the supervisor’s senior called and we had a discussion. She told me that it is correct that diabetics can be offered critical illness and disability and it is person dependent. The final outcome is the decision made by the underwriters, who in her words are “medical professionals”. Now I don’t know about you but actuaries are certainly not medical professionals and neither are statisticians.

The following morning, I was informed that my endocrinologist, who IS A MEDICAL PROFESSIONAL, received my results however, Outsurance did not provide me with a copy as promised. I immediately contacted my endocrinologist who said there is absolutely nothing wrong with me and he cannot understand why they would not offer critical illness and disability cover as my results are inline with that of someone who is healthy and does not have diabetes. Now here is the part that is mortifying … the report from the underwriter states “due to diabetes the client does not qualify for Disability and Critical illness benefits.” So simply put, because I am diabetic, I do not qualify for critical illness and disability cover. This had absolutely nothing to do with my results; in fact, I am happy to share this report with the public so they can see the ranges and my results and see how ridiculous you are.

I then contacted the senior once more and I gave her the chance to actually tell me the truth i.e., that as a diabetic I do not qualify for critical illness and disability. Once again, she **** even after I gave the chance to correct herself. I then proceeded to read the actual report to her because it totally contradicted what she said! I was furious and put the phone down on her immediately.

Outsurance, you and your agents knew full well you did not cover diabetics for critical illness and disability but you went ahead and tried to get a sale regardless. Where are your ethics? Where are your morals? You allowed a stranger to come perform INVASIVE medical checks on me in my OWN HOME knowing full well it was a complete and utter waste of time. I had bruises all over my arm for 3-4 weeks after the test (I have images and timestamps to prove it!)

This signifies nothing less than STEREOTYPING, GENERALISATION, AND **************, all of which are ******** offences by law! You cannot even deny this.

I call on anyone reading this to comment and reach out if they have had similar experiences with Outsurance. This company prides themselves with having the lowest number of Ombudsman complaints however, this may change very shortly. It is important for the public to know how Outsurance conducts their business and how they treat people – social media is a powerful tool.