Outsurance consultant again!!!!

Today I called Outsurance to claim for my windscreen replacement. I explained to the consultant (Graeme) that it has a chip and I want it replaced because I'm trading the vehicle in. The consultant told me that according to their policy, they do not replace chipped windscreens, they repair them. Now my knowledge is that I can replace it whenever, as long as I pay the excess fee. I asked him then if this meant I'd have to personally replace the windscreen and he said yes. To my surprise, he went ahead and sent me the claim number, regardless of our conversation.<br> <br> I had to call again and speak to a different consultant, Tebogo and he told me that I can replace my windscreen if I want to, I just need to pay the excess fee. Simple!!!<br> <br> I am about to lose it with you guys and your ***********, uninformed consultants because this is the second time I'm lodging a complaint of this nature.