Outsurance = ****News
So I am rating outsurance a 1 star because they make u pay them insurance premiums but when u enquire what they pay for they tell u alot of usefull information which gives u an impression that they are alot of loop holes they have, so they don’t have to pay u. They also dont see ur house before they “insure” it. Their communication is also ****, have not spoken to my claim advisor since last weekend, even though the assessor visited my property on Monday. Not even a simple follow up call. Terrible service.
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Replies (5)'s updateReviewer Update
25 Sept 2018, 14:11Outsurance gave me a call the day after this was posted. The manager i spoke to was great. He said he will get an engineer to come to my property to advise me.. He said the engineer was going to phone me on that day. Which did not happen.
Today I got emailed my claim rejection letter which cites the reason for the rejection being wear and tear (iv lived here for less than 2 years) and a subsidence that they do not cover. The wear and tear part i get, the subsidence part i see as a loophole for them.
My property is being damaged because of subsidence, its obvious. Outsurance will just say its bad design so they dont cover it.
DETERIORATION OR WEAR AND TEAR
WHAT IS NOT COVERED under your facility
This facility does not cover any loss, damage, liability or injury directly or indirectly arising from any of the following: Wear-and-tear and breakdown
- any cause that was not sudden and unforeseen
- gradual deterioration, including rising damp, wear-and-tear, rust, mildew or fading.
SETTLEMENT
WHAT IS COVERED under Buildings cover
Subsidence
Damage caused by the downward movement of land resulting from natural shifts or human activity, causing structural damage to your property.
There is no cover for damage relating to subsidence caused by: -settlement, shrinkage or expansion of the soil supporting the structures.
's update25 Sept 2018, 14:11
Reviewer Update
Outsurance gave me a call the day after this was posted. The manager i spoke to was great. He said he will get an engineer to come to my property to advise me.. He said the engineer was going to phone me on that day. Which did not happen.
Today I got emailed my claim rejection letter which cites the reason for the rejection being wear and tear (iv lived here for less than 2 years) and a subsidence that they do not cover. The wear and tear part i get, the subsidence part i see as a loophole for them.
My property is being damaged because of subsidence, its obvious. Outsurance will just say its bad design so they dont cover it.
DETERIORATION OR WEAR AND TEAR
WHAT IS NOT COVERED under your facility
This facility does not cover any loss, damage, liability or injury directly or indirectly arising from any of the following: Wear-and-tear and breakdown
- any cause that was not sudden and unforeseen
- gradual deterioration, including rising damp, wear-and-tear, rust, mildew or fading.
SETTLEMENT
WHAT IS COVERED under Buildings cover
Subsidence
Damage caused by the downward movement of land resulting from natural shifts or human activity, causing structural damage to your property.
There is no cover for damage relating to subsidence caused by: -settlement, shrinkage or expansion of the soil supporting the structures.
OUTsurance's replyOfficial
26 Sept 2018, 09:49Hello nigel-naicker
We are truly sorry about the disappointing outcome of the claim and thank you for providing us the opportunity to discuss the exclusions, which our assessing manager, Leon, did.
Leon will follow up with the engineer who has sadly not contacted you. Loen is now following and will provide you with feedback.
Regards
OUTsurance
OUTsurance's reply26 Sept 2018, 09:49
Official
Hello nigel-naicker
We are truly sorry about the disappointing outcome of the claim and thank you for providing us the opportunity to discuss the exclusions, which our assessing manager, Leon, did.
Leon will follow up with the engineer who has sadly not contacted you. Loen is now following and will provide you with feedback.
Regards
OUTsurance
's updateReviewer Update
29 Sept 2018, 09:14My initial impression of outsurance during my previous interactions(prior to my complaint) with them was always very professional and knowledgeable. After the last person that phoned me, I thought we were having a good discussion on the phone about why my claim was rejected. He listed what is covered, and then conveniently left subsidence for last (which is my point of contention with them), when I asked him to explain subsidence more, the call conveniently got disconnected. Check the recording if you don't believe me. I think I even tried calling him back but couldn't get through, I then waited for a return call which never happened, and days have gone by.
I spoke to the engineer, who was very friendly, he offered to come over to my house on the same day he phoned me, due to work commitments I could not leave with little notice on the same day, however I asked him to come over any other day during the week, he said he will check and let me know, today is Saturday, haven't heard from him as yet, hopefully he will get back to me on Monday.
All the above being said, progress is slow and for the most part unprofessional.
's update29 Sept 2018, 09:14
Reviewer Update
My initial impression of outsurance during my previous interactions(prior to my complaint) with them was always very professional and knowledgeable. After the last person that phoned me, I thought we were having a good discussion on the phone about why my claim was rejected. He listed what is covered, and then conveniently left subsidence for last (which is my point of contention with them), when I asked him to explain subsidence more, the call conveniently got disconnected. Check the recording if you don't believe me. I think I even tried calling him back but couldn't get through, I then waited for a return call which never happened, and days have gone by.
I spoke to the engineer, who was very friendly, he offered to come over to my house on the same day he phoned me, due to work commitments I could not leave with little notice on the same day, however I asked him to come over any other day during the week, he said he will check and let me know, today is Saturday, haven't heard from him as yet, hopefully he will get back to me on Monday.
All the above being said, progress is slow and for the most part unprofessional.
's updateReviewer Update
05 Oct 2018, 22:55The engineer was great. Waiting for his report. It looks like the primary entity at fault was not Outsurance, but rather FNB for financing a property that did not meet regulations on the boundary walls. Will change this rating as soon as I get that report from Outsurance from the engineer.
's update05 Oct 2018, 22:55
Reviewer Update
The engineer was great. Waiting for his report. It looks like the primary entity at fault was not Outsurance, but rather FNB for financing a property that did not meet regulations on the boundary walls. Will change this rating as soon as I get that report from Outsurance from the engineer.
's updateReviewer Update
09 Oct 2018, 22:17Got the engineer's report today. Now my fight is with FNB. I wanted to change the rating on this review to 3 stars, but I don't see where to do that... Maybe I should complain about hellopeter :) ... Thanks outsurance for the professional service.
's update09 Oct 2018, 22:17
Reviewer Update
Got the engineer's report today. Now my fight is with FNB. I wanted to change the rating on this review to 3 stars, but I don't see where to do that... Maybe I should complain about hellopeter :) ... Thanks outsurance for the professional service.