DO
Dee O
1 reviews | Active since Apr 2022
15 Jan 2026, 05:53
OUTsurance cancelled my policy without warning despite written-only communication request
I am extremely disappointed in how OUTsurance handled my policy cancellation. For weeks I was trying to resolve concerns about unexplained changes to my excess structure and benefits. I made it very clear in writing that I require all communication via email because I have a speech impairment that makes it difficult for others to hear and understand me clearly. Despite this, OUTsurance repeatedly called me instead of responding in writing, and ignored my formal questions. When I escalated the matter and asked for proper written confirmation of my benefits, OUTsurance responded by cancelling my policy with immediate effect, leaving me without cover from that very day — without warning, without confirmation of timing, and without regard for the risk this created for me. Yes, they may be contractually entitled to cancel — but ethically this is unacceptable. An insurer should never leave a client uninsured in the middle of a dispute without clear notice and transition time. I did not want to leave OUTsurance. I only wanted fair treatment, transparency, and written communication that accommodates my disability. Instead, I was ignored and then effectively pushed out. This experience shows a complete lack of customer care, poor adherence to Treating Customers Fairly principles, and no sensitivity to accessibility needs. I would strongly caution anyone who values ethical service and fair treatment to think carefully before choosing OUTsurance.
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Replies (3)DO
Dee O's updateReviewer Update
15 Jan 2026, 16:19Thank you for the acknowledgement, but at this point another generic apology is simply not sufficient.
What is “concerning” to me is not only what I described — it is what has happened since then.
Despite my clear and repeated request for written communication only due to a speech impairment, your team ignored this and continued calling me. When I insisted on proper written engagement and transparency around unexplained policy changes, OUTsurance’s response was not resolution — it was to cancel my policy with immediate effect, leaving me uninsured from that very day.
That is not client service.
That is not ethical conduct.
And it certainly is not what “Treating Customers Fairly” is meant to look like.
Now, after escalating publicly, I am told my matter has been “escalated to a client services manager” — yet once again, no written response, no accountability, and no urgency, despite the seriousness of what occurred.
Let me be very clear:
I did not ask for special treatment.
I asked for fair treatment, transparency, and basic accommodation for a disability.
Instead, I was ignored, sidelined, and ultimately pushed out.
If OUTsurance genuinely takes this matter seriously, then I expect:
A proper written response from a senior manager — not a call centre script.
An explanation for why my accessibility needs were ignored.
An explanation for how cancelling a client’s policy with immediate effect during a dispute is considered ethical or fair.
Until that happens, apologies mean very little.
I am still waiting for OUTsurance to demonstrate that it values ethics and people more than procedures.
What is “concerning” to me is not only what I described — it is what has happened since then.
Despite my clear and repeated request for written communication only due to a speech impairment, your team ignored this and continued calling me. When I insisted on proper written engagement and transparency around unexplained policy changes, OUTsurance’s response was not resolution — it was to cancel my policy with immediate effect, leaving me uninsured from that very day.
That is not client service.
That is not ethical conduct.
And it certainly is not what “Treating Customers Fairly” is meant to look like.
Now, after escalating publicly, I am told my matter has been “escalated to a client services manager” — yet once again, no written response, no accountability, and no urgency, despite the seriousness of what occurred.
Let me be very clear:
I did not ask for special treatment.
I asked for fair treatment, transparency, and basic accommodation for a disability.
Instead, I was ignored, sidelined, and ultimately pushed out.
If OUTsurance genuinely takes this matter seriously, then I expect:
A proper written response from a senior manager — not a call centre script.
An explanation for why my accessibility needs were ignored.
An explanation for how cancelling a client’s policy with immediate effect during a dispute is considered ethical or fair.
Until that happens, apologies mean very little.
I am still waiting for OUTsurance to demonstrate that it values ethics and people more than procedures.
DO
Dee O's update15 Jan 2026, 16:19
Reviewer Update
Thank you for the acknowledgement, but at this point another generic apology is simply not sufficient.
What is “concerning” to me is not only what I described — it is what has happened since then.
Despite my clear and repeated request for written communication only due to a speech impairment, your team ignored this and continued calling me. When I insisted on proper written engagement and transparency around unexplained policy changes, OUTsurance’s response was not resolution — it was to cancel my policy with immediate effect, leaving me uninsured from that very day.
That is not client service.
That is not ethical conduct.
And it certainly is not what “Treating Customers Fairly” is meant to look like.
Now, after escalating publicly, I am told my matter has been “escalated to a client services manager” — yet once again, no written response, no accountability, and no urgency, despite the seriousness of what occurred.
Let me be very clear:
I did not ask for special treatment.
I asked for fair treatment, transparency, and basic accommodation for a disability.
Instead, I was ignored, sidelined, and ultimately pushed out.
If OUTsurance genuinely takes this matter seriously, then I expect:
A proper written response from a senior manager — not a call centre script.
An explanation for why my accessibility needs were ignored.
An explanation for how cancelling a client’s policy with immediate effect during a dispute is considered ethical or fair.
Until that happens, apologies mean very little.
I am still waiting for OUTsurance to demonstrate that it values ethics and people more than procedures.
What is “concerning” to me is not only what I described — it is what has happened since then.
Despite my clear and repeated request for written communication only due to a speech impairment, your team ignored this and continued calling me. When I insisted on proper written engagement and transparency around unexplained policy changes, OUTsurance’s response was not resolution — it was to cancel my policy with immediate effect, leaving me uninsured from that very day.
That is not client service.
That is not ethical conduct.
And it certainly is not what “Treating Customers Fairly” is meant to look like.
Now, after escalating publicly, I am told my matter has been “escalated to a client services manager” — yet once again, no written response, no accountability, and no urgency, despite the seriousness of what occurred.
Let me be very clear:
I did not ask for special treatment.
I asked for fair treatment, transparency, and basic accommodation for a disability.
Instead, I was ignored, sidelined, and ultimately pushed out.
If OUTsurance genuinely takes this matter seriously, then I expect:
A proper written response from a senior manager — not a call centre script.
An explanation for why my accessibility needs were ignored.
An explanation for how cancelling a client’s policy with immediate effect during a dispute is considered ethical or fair.
Until that happens, apologies mean very little.
I am still waiting for OUTsurance to demonstrate that it values ethics and people more than procedures.
DO
Dee O's updateReviewer Update
16 Jan 2026, 11:47I have been an OUTsurance client in good faith, but my recent experience has been nothing short of shocking.
After raising legitimate concerns about unexplained increases in my excess amounts, I clearly requested that all communication be done via email only due to a speech impairment that makes verbal communication difficult. This request was repeatedly ignored. I received multiple phone calls instead of written responses, despite explicitly stating my communication needs.
Instead of addressing my concerns, OUTsurance proceeded to cancel my policy with immediate effect, notifying me at 17:01 that my cover had ended the same day. No warning. No confirmation of intent. No opportunity to arrange alternative cover. I was left uninsured overnight.
Later, a Regional Manager admitted that the cancellation was a “misunderstanding” between their internal teams. In other words, I lost my insurance because their internal systems and processes failed — yet I am expected to carry the risk and financial consequences of that failure.
To make matters worse:
• I had to urgently arrange new insurance at my own cost.
• I was informed that any refund would only be processed 30 days later, meaning I effectively paid for cover I no longer had.
• I am now being asked if I want the policy reinstated — after being treated with disregard and exposed to financial risk.
This is not just poor service. This is ethically indefensible.
Cancelling a client’s policy without clear consent, especially when the client has disclosed a communication disability, is a serious failure in:
• Treating Customers Fairly
• Accessibility and reasonable accommodation
• Basic customer care
• Conduct risk management
OUTsurance markets itself on “Awesome Service.” What I experienced was the exact opposite: indifference, poor governance, and a complete lack of accountability.
I would strongly caution anyone considering OUTsurance to think carefully about how secure you really are when internal miscommunication can leave you uninsured without notice.
After raising legitimate concerns about unexplained increases in my excess amounts, I clearly requested that all communication be done via email only due to a speech impairment that makes verbal communication difficult. This request was repeatedly ignored. I received multiple phone calls instead of written responses, despite explicitly stating my communication needs.
Instead of addressing my concerns, OUTsurance proceeded to cancel my policy with immediate effect, notifying me at 17:01 that my cover had ended the same day. No warning. No confirmation of intent. No opportunity to arrange alternative cover. I was left uninsured overnight.
Later, a Regional Manager admitted that the cancellation was a “misunderstanding” between their internal teams. In other words, I lost my insurance because their internal systems and processes failed — yet I am expected to carry the risk and financial consequences of that failure.
To make matters worse:
• I had to urgently arrange new insurance at my own cost.
• I was informed that any refund would only be processed 30 days later, meaning I effectively paid for cover I no longer had.
• I am now being asked if I want the policy reinstated — after being treated with disregard and exposed to financial risk.
This is not just poor service. This is ethically indefensible.
Cancelling a client’s policy without clear consent, especially when the client has disclosed a communication disability, is a serious failure in:
• Treating Customers Fairly
• Accessibility and reasonable accommodation
• Basic customer care
• Conduct risk management
OUTsurance markets itself on “Awesome Service.” What I experienced was the exact opposite: indifference, poor governance, and a complete lack of accountability.
I would strongly caution anyone considering OUTsurance to think carefully about how secure you really are when internal miscommunication can leave you uninsured without notice.
DO
Dee O's update16 Jan 2026, 11:47
Reviewer Update
I have been an OUTsurance client in good faith, but my recent experience has been nothing short of shocking.
After raising legitimate concerns about unexplained increases in my excess amounts, I clearly requested that all communication be done via email only due to a speech impairment that makes verbal communication difficult. This request was repeatedly ignored. I received multiple phone calls instead of written responses, despite explicitly stating my communication needs.
Instead of addressing my concerns, OUTsurance proceeded to cancel my policy with immediate effect, notifying me at 17:01 that my cover had ended the same day. No warning. No confirmation of intent. No opportunity to arrange alternative cover. I was left uninsured overnight.
Later, a Regional Manager admitted that the cancellation was a “misunderstanding” between their internal teams. In other words, I lost my insurance because their internal systems and processes failed — yet I am expected to carry the risk and financial consequences of that failure.
To make matters worse:
• I had to urgently arrange new insurance at my own cost.
• I was informed that any refund would only be processed 30 days later, meaning I effectively paid for cover I no longer had.
• I am now being asked if I want the policy reinstated — after being treated with disregard and exposed to financial risk.
This is not just poor service. This is ethically indefensible.
Cancelling a client’s policy without clear consent, especially when the client has disclosed a communication disability, is a serious failure in:
• Treating Customers Fairly
• Accessibility and reasonable accommodation
• Basic customer care
• Conduct risk management
OUTsurance markets itself on “Awesome Service.” What I experienced was the exact opposite: indifference, poor governance, and a complete lack of accountability.
I would strongly caution anyone considering OUTsurance to think carefully about how secure you really are when internal miscommunication can leave you uninsured without notice.
After raising legitimate concerns about unexplained increases in my excess amounts, I clearly requested that all communication be done via email only due to a speech impairment that makes verbal communication difficult. This request was repeatedly ignored. I received multiple phone calls instead of written responses, despite explicitly stating my communication needs.
Instead of addressing my concerns, OUTsurance proceeded to cancel my policy with immediate effect, notifying me at 17:01 that my cover had ended the same day. No warning. No confirmation of intent. No opportunity to arrange alternative cover. I was left uninsured overnight.
Later, a Regional Manager admitted that the cancellation was a “misunderstanding” between their internal teams. In other words, I lost my insurance because their internal systems and processes failed — yet I am expected to carry the risk and financial consequences of that failure.
To make matters worse:
• I had to urgently arrange new insurance at my own cost.
• I was informed that any refund would only be processed 30 days later, meaning I effectively paid for cover I no longer had.
• I am now being asked if I want the policy reinstated — after being treated with disregard and exposed to financial risk.
This is not just poor service. This is ethically indefensible.
Cancelling a client’s policy without clear consent, especially when the client has disclosed a communication disability, is a serious failure in:
• Treating Customers Fairly
• Accessibility and reasonable accommodation
• Basic customer care
• Conduct risk management
OUTsurance markets itself on “Awesome Service.” What I experienced was the exact opposite: indifference, poor governance, and a complete lack of accountability.
I would strongly caution anyone considering OUTsurance to think carefully about how secure you really are when internal miscommunication can leave you uninsured without notice.
OUTsurance's replyOfficial
20 Jan 2026, 09:59Good day Dee,
Thank you for your further response.
What you experienced we see in a serious light and will be dealt with internally. Certainly not the level of service we usually deliver.
Our regional broker manager, Siege, has liaised with you via email as requested. We can confirm that your refund has been paid.
You have our sincere apologies for the poor service experience.
Regards,
The OUTsurance Team
Thank you for your further response.
What you experienced we see in a serious light and will be dealt with internally. Certainly not the level of service we usually deliver.
Our regional broker manager, Siege, has liaised with you via email as requested. We can confirm that your refund has been paid.
You have our sincere apologies for the poor service experience.
Regards,
The OUTsurance Team
OUTsurance's reply20 Jan 2026, 09:59
Official
Good day Dee,
Thank you for your further response.
What you experienced we see in a serious light and will be dealt with internally. Certainly not the level of service we usually deliver.
Our regional broker manager, Siege, has liaised with you via email as requested. We can confirm that your refund has been paid.
You have our sincere apologies for the poor service experience.
Regards,
The OUTsurance Team
Thank you for your further response.
What you experienced we see in a serious light and will be dealt with internally. Certainly not the level of service we usually deliver.
Our regional broker manager, Siege, has liaised with you via email as requested. We can confirm that your refund has been paid.
You have our sincere apologies for the poor service experience.
Regards,
The OUTsurance Team