Outsurance Customer Service

I have been an Outsurance client since 2006 and I have been claim free. Due to recent interaction with Outsurance’s Call Centre, I have been left very disappointed with the service I am currently receiving and may receive in further.

I bought a second vehicle in December 2017. In November I informed Outsurance of this and the vehicle was loaded onto my profile with the start date to be confirmed. All went smoothly up until then.

I chose the 7th of December 2017 to take possession of the vehicle. One of the requirements for the premiums quoted was that I install a tracking device. Outsurance sent a request to Tracker and the installation was booked for the 1st of December 2017.

Tracker did not turn up at the dealership to install the device. On the 4th I called Tracker and was told that they could not install the device as the dealership had no secure area, but however was going to send their installer to assess the premises. I spoke to the sales manager at the dealership who assured me that he would accommodate them. Tracker still insisted that they would not do the installation at this dealership.

On the 5th I called Outsurance and explained the situation and requested that they change the Tracking Company as Tracker will not do the installation at the dealership and that I would not have a tracking device installed when I fetch the vehicle. This now seemed like an impossible task for the Outsurance representative, this call went on for an hour. Frustrated, I requested a call back on the Outsurance website. This time I spoke to Gao Lehobye, she was so accommodating and helpful. It was such a pleasure to deal with her. She even did a conference call to Altech Netstar to have the device installed. Unfortunately, Altech’s sales persons were unable to take our call, but she did leave a message requesting the installation with the person that answered. She even gave me her email address for easy communication. Now this is the kind of service one would expect.

Sadly this did not last.

On the 6th when I enquired with Altech, on the installation time, they were unaware off the request as the person that took the message did not pass it on. I emailed Gao immediately but was unable to get a reply. I called Outsurance, I explained the entire situation as I was taking possession of the vehicle the next day. This person was completely clueless on how to assist, 30 minute call. I tried emailing Gao again, still no reply. I call Outsurance again, this time I spoke to Steven, he knew exactly what to do, but sadly we got cut off when he tried to transfer me to Altech. I called Outsurance again, asked for Steven but Outsurance consultants don’t know each other, went through the whole process off explaining the entire situation with another clueless person, 45 minutes, until I had enough and threatened to move to another insurer. I was told that she was going to put me through to her supervisor but then did not know where he was. I requested that someone from the Retentions Dept. call me to sort out this situation.

As I was getting quotes from other companies, I got a call from Outsurances Retentions Dept. and immediately all my issues were sorted. Altech was booked and installed on the 7th.

This entire process, sucked all the joy out of purchasing a new vehicle. I have come to realize that if I continue to do business with Outsurance, I have a 60% chance of being frustrated and not receiving the service advertised. Leaving out the Retention Dept., only two out of the five consultants that I spoke too, knew how to assist me.

So I have to ask myself, “Am I with the right insurer?”