dV
denis V
1 reviews | Active since Mar 2023
10 Mar 2023, 12:03
Outsurance denies claim payout
Please note that I have submit a claim as per attached and that the claim was not honoured by Outsurance due to the fact that I did not had vaccination cards for the dogs. I have cancelled my policy with immediate effect. I have already approached other Insurances and they stated that they do not vaccination cards for a claim to be settled. I would like someone to explain to me why other insurances will pay out without a vaccination card , but outsurance will not. I have phoned twice to your customer department and twice the calls were drop on me.
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Replies (3)
OUTsurance's replyOfficial
15 Mar 2023, 07:20Hello Denis
We understand your disappointment.
Our client care manager contacted you and provided you with detailed feedback about our cover and requirements.
Thank you for your understanding,
Regards
The OUTsurance Team
We understand your disappointment.
Our client care manager contacted you and provided you with detailed feedback about our cover and requirements.
Thank you for your understanding,
Regards
The OUTsurance Team
OUTsurance's reply15 Mar 2023, 07:20
Official
Hello Denis
We understand your disappointment.
Our client care manager contacted you and provided you with detailed feedback about our cover and requirements.
Thank you for your understanding,
Regards
The OUTsurance Team
We understand your disappointment.
Our client care manager contacted you and provided you with detailed feedback about our cover and requirements.
Thank you for your understanding,
Regards
The OUTsurance Team
dV
denis V's updateReviewer Update
20 Mar 2023, 15:16So Outsurance client service did contact me.
Gavin Pelger did a great job by responding and taking my query seriously by escalating the matter to upper management.
I explained the whole story namely:
We are first time pet owners and we bought our dogs from a Dog breeder( they vaccinated the dog on 6weeks with the 5 in 1 vaccine. The Breeder informed us that the next vaccination is on 6 and then 9 months.
1) Contacted outsurance to inquire on what plan I was ON (on 3 occasions, they gave me the incorrect information) for my pets (2 contracted the PARVO VIRUS) Cost me R2000 because of that misinformation (For the first dog).
2) Eventually when Outsurance noticed they made a mistake by giving me the incorrect plan information, They aknowledge their mistake and gave me an authorisation number for my dog to be admitted to Vet Hospital. Here we had to put down a R2000 deposit.
3) When we picked up our dog after 4 days in hospital , I had to Pay another R2700.
4) I submitted the claim and low and behold outsurance said they are not going to Honour the claim due to the fact that we did not have vaccination cards for the dog (I HAVE SINCE CANCELLED MY POLICY AND INQUIRED WITH OTHER INSURANCES IF THEY NEED VACCINATION CARDS WHERE THEY INFORMED ME THAT THEY DO NOT NEED A VACCINATION CARD). They also told me that it's not their problem if the breeder gave us the incorrect information - Surely, Outsurance should have asked these questions then before we secured our policy with them.
So here is where my irratation starts:
1) If they gave me the correct plan information in the first place we would not have had this issue.
2) why give me a authorisation number if they knew that we did not have a vaccination card. This is the first time I am complaining about a Company, because I believe that there are other ways to resolve an issue.
We took out this cover because we know how expensive pets can be if they get sick, and this is the service we get from the supposed best insurance company in the Country
So all in all, if they refuse to pay out our claim, surely they can refund all our premiums paid for the past 6 months since we did not receive any assistance from them.
Not once on the day we selected our insurance plan was it discussed that we would require a vaccination card for certain ilnesses and what baffles us the most is on the day of admission to hospital after it was already confirmed what the dog was admitted for was the question asked whether we have provided the vet with a vaccination card or not?
That should be a fail save that needs to be in place to cover us as well as insurer. We have additional insurances with Outsurance and feel extremely uncomfortable with the accuracy of the policies and what we are covered for an not. It is extremely easy to promise and take someone's money but extremely difficult to point out vital and important infomation / disclaimers. Willing to take it even further. Enough is enough. Kind Regards
Gavin Pelger did a great job by responding and taking my query seriously by escalating the matter to upper management.
I explained the whole story namely:
We are first time pet owners and we bought our dogs from a Dog breeder( they vaccinated the dog on 6weeks with the 5 in 1 vaccine. The Breeder informed us that the next vaccination is on 6 and then 9 months.
1) Contacted outsurance to inquire on what plan I was ON (on 3 occasions, they gave me the incorrect information) for my pets (2 contracted the PARVO VIRUS) Cost me R2000 because of that misinformation (For the first dog).
2) Eventually when Outsurance noticed they made a mistake by giving me the incorrect plan information, They aknowledge their mistake and gave me an authorisation number for my dog to be admitted to Vet Hospital. Here we had to put down a R2000 deposit.
3) When we picked up our dog after 4 days in hospital , I had to Pay another R2700.
4) I submitted the claim and low and behold outsurance said they are not going to Honour the claim due to the fact that we did not have vaccination cards for the dog (I HAVE SINCE CANCELLED MY POLICY AND INQUIRED WITH OTHER INSURANCES IF THEY NEED VACCINATION CARDS WHERE THEY INFORMED ME THAT THEY DO NOT NEED A VACCINATION CARD). They also told me that it's not their problem if the breeder gave us the incorrect information - Surely, Outsurance should have asked these questions then before we secured our policy with them.
So here is where my irratation starts:
1) If they gave me the correct plan information in the first place we would not have had this issue.
2) why give me a authorisation number if they knew that we did not have a vaccination card. This is the first time I am complaining about a Company, because I believe that there are other ways to resolve an issue.
We took out this cover because we know how expensive pets can be if they get sick, and this is the service we get from the supposed best insurance company in the Country
So all in all, if they refuse to pay out our claim, surely they can refund all our premiums paid for the past 6 months since we did not receive any assistance from them.
Not once on the day we selected our insurance plan was it discussed that we would require a vaccination card for certain ilnesses and what baffles us the most is on the day of admission to hospital after it was already confirmed what the dog was admitted for was the question asked whether we have provided the vet with a vaccination card or not?
That should be a fail save that needs to be in place to cover us as well as insurer. We have additional insurances with Outsurance and feel extremely uncomfortable with the accuracy of the policies and what we are covered for an not. It is extremely easy to promise and take someone's money but extremely difficult to point out vital and important infomation / disclaimers. Willing to take it even further. Enough is enough. Kind Regards
dV
denis V's update20 Mar 2023, 15:16
Reviewer Update
So Outsurance client service did contact me.
Gavin Pelger did a great job by responding and taking my query seriously by escalating the matter to upper management.
I explained the whole story namely:
We are first time pet owners and we bought our dogs from a Dog breeder( they vaccinated the dog on 6weeks with the 5 in 1 vaccine. The Breeder informed us that the next vaccination is on 6 and then 9 months.
1) Contacted outsurance to inquire on what plan I was ON (on 3 occasions, they gave me the incorrect information) for my pets (2 contracted the PARVO VIRUS) Cost me R2000 because of that misinformation (For the first dog).
2) Eventually when Outsurance noticed they made a mistake by giving me the incorrect plan information, They aknowledge their mistake and gave me an authorisation number for my dog to be admitted to Vet Hospital. Here we had to put down a R2000 deposit.
3) When we picked up our dog after 4 days in hospital , I had to Pay another R2700.
4) I submitted the claim and low and behold outsurance said they are not going to Honour the claim due to the fact that we did not have vaccination cards for the dog (I HAVE SINCE CANCELLED MY POLICY AND INQUIRED WITH OTHER INSURANCES IF THEY NEED VACCINATION CARDS WHERE THEY INFORMED ME THAT THEY DO NOT NEED A VACCINATION CARD). They also told me that it's not their problem if the breeder gave us the incorrect information - Surely, Outsurance should have asked these questions then before we secured our policy with them.
So here is where my irratation starts:
1) If they gave me the correct plan information in the first place we would not have had this issue.
2) why give me a authorisation number if they knew that we did not have a vaccination card. This is the first time I am complaining about a Company, because I believe that there are other ways to resolve an issue.
We took out this cover because we know how expensive pets can be if they get sick, and this is the service we get from the supposed best insurance company in the Country
So all in all, if they refuse to pay out our claim, surely they can refund all our premiums paid for the past 6 months since we did not receive any assistance from them.
Not once on the day we selected our insurance plan was it discussed that we would require a vaccination card for certain ilnesses and what baffles us the most is on the day of admission to hospital after it was already confirmed what the dog was admitted for was the question asked whether we have provided the vet with a vaccination card or not?
That should be a fail save that needs to be in place to cover us as well as insurer. We have additional insurances with Outsurance and feel extremely uncomfortable with the accuracy of the policies and what we are covered for an not. It is extremely easy to promise and take someone's money but extremely difficult to point out vital and important infomation / disclaimers. Willing to take it even further. Enough is enough. Kind Regards
Gavin Pelger did a great job by responding and taking my query seriously by escalating the matter to upper management.
I explained the whole story namely:
We are first time pet owners and we bought our dogs from a Dog breeder( they vaccinated the dog on 6weeks with the 5 in 1 vaccine. The Breeder informed us that the next vaccination is on 6 and then 9 months.
1) Contacted outsurance to inquire on what plan I was ON (on 3 occasions, they gave me the incorrect information) for my pets (2 contracted the PARVO VIRUS) Cost me R2000 because of that misinformation (For the first dog).
2) Eventually when Outsurance noticed they made a mistake by giving me the incorrect plan information, They aknowledge their mistake and gave me an authorisation number for my dog to be admitted to Vet Hospital. Here we had to put down a R2000 deposit.
3) When we picked up our dog after 4 days in hospital , I had to Pay another R2700.
4) I submitted the claim and low and behold outsurance said they are not going to Honour the claim due to the fact that we did not have vaccination cards for the dog (I HAVE SINCE CANCELLED MY POLICY AND INQUIRED WITH OTHER INSURANCES IF THEY NEED VACCINATION CARDS WHERE THEY INFORMED ME THAT THEY DO NOT NEED A VACCINATION CARD). They also told me that it's not their problem if the breeder gave us the incorrect information - Surely, Outsurance should have asked these questions then before we secured our policy with them.
So here is where my irratation starts:
1) If they gave me the correct plan information in the first place we would not have had this issue.
2) why give me a authorisation number if they knew that we did not have a vaccination card. This is the first time I am complaining about a Company, because I believe that there are other ways to resolve an issue.
We took out this cover because we know how expensive pets can be if they get sick, and this is the service we get from the supposed best insurance company in the Country
So all in all, if they refuse to pay out our claim, surely they can refund all our premiums paid for the past 6 months since we did not receive any assistance from them.
Not once on the day we selected our insurance plan was it discussed that we would require a vaccination card for certain ilnesses and what baffles us the most is on the day of admission to hospital after it was already confirmed what the dog was admitted for was the question asked whether we have provided the vet with a vaccination card or not?
That should be a fail save that needs to be in place to cover us as well as insurer. We have additional insurances with Outsurance and feel extremely uncomfortable with the accuracy of the policies and what we are covered for an not. It is extremely easy to promise and take someone's money but extremely difficult to point out vital and important infomation / disclaimers. Willing to take it even further. Enough is enough. Kind Regards
dV
denis V's updateReviewer Update
12 Apr 2023, 09:19So outsurance has denied the payout yet again after the Hello peter review.
I have now contacted the ombudsman.
I have now contacted the ombudsman.
dV
denis V's update12 Apr 2023, 09:19
Reviewer Update
So outsurance has denied the payout yet again after the Hello peter review.
I have now contacted the ombudsman.
I have now contacted the ombudsman.