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PN
Priscilla N

1 reviews | Active since Oct 2015

25 May 2021, 13:19

Outsurance claim number: ***

I am very upset. I have been a loyal customer and a cheerleader for Outsurance. I moved into my property 26 March 2020. When the first heavy rain fell, I had rain damage. Outsurance made an offer and I accepted. I had a company fix the roof. At the time, I JUST claimed for the roof. This year it rained again. It was a torrential downpour. I submitted a claim and today the assessor came out. The spots are different but similar to last year but the damage is soooo much more. This year, it affected the motor to my garage, my wall, my ceiling, my bar counter AND furniture. The assessor looked at everything and after about 40 minutes told me sorry but we claimed for rain damage last year and because there is no evidence that the RAIN caused it (I dont know how else you get water on your roof), the entire claim will most likely be declined. This "exclusion" as she calls it, was NOT discussed with me upfront. I am sitting with damages of over R100K and they are just saying sorry no cover. I have never missed a payment and have never considered moving as I felt secure and protected by Outsurance. I was blown away when he told me the claim is being rejected but she will still run it past management.

Where in these times must I cough up that money? If I KNEW about this "exclusion" I would have gone with Discover Purple Plan when the called me a month ago as they cover this.

I am hurt. It feels like a betrayal.

0
Replies (3)
PN
Priscilla N's update27 May 2021, 10:52
Reviewer Update
Just got a call and they spun a whole story about how I am not covered for the rain damage because they cannot for certain say it was from the rain??? The are offering me a measly R3500 for damages in excess of R60K on the building alone. I have STILL not heard back on the contents that was damaged despite sending all the information in and quotes. I'm done with these ******.

And NO ONE has bothered to contact me regarding my complaint.

Move to Discovery. No excesses. No exclusions. I made certain. Rewarded MONTHLY for good behaviour. Now THAT sounds like a company I want to pay my money to for peace of mind.
OUTsurance
OUTsurance's reply27 May 2021, 14:44
Official
Hello Priscilla

We are sorry no successful contact was made after you lodged your much warranted complaint.
Ian reached you after he proceed by sending you an email.

He has since discussed the contents claim's outcome with you and we are pleased to know this was concluded to your satisfaction.
Ian also involved our building assessing team to assist, as you are not satisfied with the cash settlement. We are requesting a service provider to contact you who will in turn assist with the repair work. Please expect further contact from our assessing team.

We are truly sorry about the frustration and inconvenience you have experienced up to now.

Regards
OUTsurance
PN
Priscilla N's update27 May 2021, 16:31
Reviewer Update
Qaasim first offered R2101 and when I disputed it, he DROPPED to R1451. I am appalled that he thinks paint and a new bar counter top and labor will cost that. This is despite being DECLINED for the sever damage from the rain. This "exclusion" was NOT discussed with me upon taking up the contract. Even the agent who I took the contract out with was shocked to hear about not wanting to pay my damages. Now, if she is shocked, how do you think I should have known that Outsurance would decline my claim??

I am sitting with a tremendous LOSS and thought that Outsurance had my back. Apparently not.

I will be looking elsewhere for cover. I no longer feel safe in your hands. Yes, there are companies that do NOT have exclusions or excesses. And at affordable prices with monthly rewards.

Outsurance has gotten ****y due to their high ratings.