OUTsurance disappointment

<p>It is with deep concern and a very heavy heart that I find myself writing this letter of complaint .</p> <p> I have been a loyal customer of OUTsurance for roughly the last 10 years and I have always flown your flag high to all and sundry .</p> <p> My dissatisfaction has arisen as a result of the manner in which the claim for my son’s vehicle accident has been handled .</p> <p> I have paid inflated insurance premiums each and every month due to my son being under 21 years of age and the designated driver , to ensure that I have adequate cover and peace of mind .</p> <p>My two children’s vehicles , my vehicle , house contents and dreaded disease cover are all with OUTsurance .There are some months , as a single parent, where I can barely make ends meet but OUTsurance always gets paid on time .</p> <p> </p> <p>On Wednesday 14 June 2017 , my son , was involved in an accident whilst on holiday. I reported the accident on Thursday morning 15 June 2017 , a lady assisted me with the logging of the initial claim - What a wonderful lady , so helpful , friendly and compassionate .</p> <p> The Claims Assessor – (19 June 2017,) interrogated my son for plus minus 40 minutes over the phone on Friday the 23 June 2017.</p> <p>I understand that an investigation needs to be conducted but is it really necessary to interrogate what he ate , what time he woke up and what his movements were for the whole day prior to the accident .</p> <p>Not only was he traumatised and in shock from the accident , he was also distressed about the fact that the car is not repairable and he is now without transport .There were police present at the accident scene and we followed due process with case number etc .</p> <p> </p> <p>On 29 June 2017 – a new claims assessor contacted me – Lovely gentleman , very polite , he advised that he had now been appointed and needed to meet with my son at the accident scene , take photos etc. .</p> <p>He met with my son on Friday 30 June 2017 and proceeded to get my son to sign permission to grant OUTsurance access to cctv footage , cell phone beacons and requested his bank statement from him , which my son emailed through on Saturday morning 1 July 2017 .</p> <p> </p> <p>This whole process has taken almost three weeks now and in the meantime I am still paying inflated insurance premiums and car instalments , for a car that I have been advised by OUTsurance, is going to be written off .</p> <p> </p> <p>I am extremely unhappy and dissatisfied by the treatment my family and I have received thus far, what with the interrogations , ITC checks of my own personal accounts , CCTV cameras etc. etc. .</p> <p> My family and I have been extremely tolerant and accommodating regarding this matter but I must say enough is enough now , I will be seeking legal advice with regards to way forward .</p>