Outsurance cheating me out of R13,000.

Outsurance has lost all credibility. My elderly mother cannot drive, and as I drive her in my vehicle, my car is on her policy. She has been a client of Outsurance for 20 years, with very few claims. A consultant contacted her 4 years ago and told her that there would be no excesses payable on her policy due to her 20-year loyalty and old age. She made notes, as she always does. After submitting the first claim for my vehicle this year (with my vehicle being on her policy for the past 8 years) Outsurance assessed the damage at Glassfit in June 2024 and estimated the value of repairs to my vehicle at R20,060.13. During my next interaction after the estimation, I made SURE to check the SETTLEMENT amount for repairs and the consultant confirmed it to be R20,000. I later confirmed this claim settlement amount again, with another consultant, who confirmed the same amount. I asked for a cash pay-out instead and was told that a cash payment was not possible. I asked that the legal department contact me, as this was not the case according to my mother’s agreement. After 2 more calls, speaking to various consultants in various departments, Legal again said that I would not be able to get a cash settlement, and that the car would have to be repaired at an approved repair centre. I was not happy, but arranged for the car to go in, again checking the settlement amount. This amount was authorised and Outsurance sent authorisation for repairs to the value of R20,060.13 to the repair shop. I was told there was an excess for the claim, which I disputed as my mother was told that there were no excesses payable on her POLICY. I again phoned and disputed this and was told that it was because I am the regular driver – a point that was irrelevant due to the fact that my mother had been told ALL excesses had been waived on her entire policy. I reluctantly agreed to take my car for repairs as I was told I had no other option. When I arrived at the repair centre the rental car had left, and since I was not happy with the backyard-look, lack of other vehicles and unprofessionalism of the centre. The rental car had already left when I arrived, although I phoned to say that I was looking for the shop and running 10 minutes late. I left as I had no transport other than my car. Two and a half months passed and my claim was not paid out as per my request, the excess dispute was not settled, and the only call I received was in late August from “Pinky” saying that the party at fault in the accident, was now saying that they disputed the damage they caused to my vehicle. I rep**** that it was too late in the game (2 months after the initial repair would have been done) for them to dispute anything, as the claim had already been approved and my car had already been booked to go for repairs. I also added that this was obviously a ploy for them to try and reduce their liability after the fact, which was not to be entertained at such a late stage. Pinky agreed. Again, I heard nothing for a month and my claim has STILL not been settled since the assessment in June 2024!! That’s 3 months after I asked for a cash settlement of my claim. On 4 September I was called by Bronwyn who confirmed that I COULD in fact get a cash payout. Over the next 3 days, I spoke to Gabbi, August, Hlali, Adeela (the only helpful consultant), Sharon, the reception at the Legal department, Octavia, and Valerie. On the 6th of September, Valerie informed me that I would NOW only be paid R7,000 if I chose the cash payout. THIS IS UNACCEPTABLE! Why suddenly did the settlement/ repair amount change from R20,060.13 to R7,000 because I was insisting on a cash settlement? Is Outsurance bankrupt? The value of the repairs has never changed from 6 June 2024 to 4 September 2024, but on the 6th/7th September it suddenly shrinked with R13,000?? They were now stating that ‘new evidence had come to light’. Really? In the 3 days since you confirmed that I could get a cash settlement? Outsurance’s sudden unwillingness to settle the original value of repairs with me is ********* to say the least. I ALSO have 2 other policies with Outsurance in my name, and after having 2 claims due to theft on my Out-and-About in the past year, my premium was increased with a shocking 67.47%, from R303.66 a month to R511.58. Your whole life, you pay for a “service” every month, and the day you have a claim, you have to beg, fight, make unlimited calls, send e-mails, make more calls, get untold grief and arguments, and be treated like a ***** by Outsurance. Outsurance advertises that they outperform the 11 top insurers when it comes to claims and offers “more value and the awesome service you deserve” Yet this is how Outsurance treats their loyal customers. I will be approaching the Ombudsman.