1 reviews | Active since Feb 2026
OUTsurance Fire Claim Mishandled – No Assessor, Underpayment & Zero Communication
OUTsurance Fire Claim Mishandled – No Assessor, Underpayment & Zero Communication
I am extremely dissatisfied with how OUTsurance has handled my legitimate claim following the January 2026 Mossel Bay fires.
My Ford Ranger sustained significant heat and smoke damage. I submitted my claim on 8 January 2026 and followed all instructions by delivering the vehicle to the Panelbeaters for assessment. The official quotation submitted to OUTsurance is R76,388.05.
Despite this, OUTsurance initially approved only R21,000, later increased to R62,812 — still far below the actual cost to properly repair the vehicle, including respray due to heat and smoke discoloration, and a full valet to address interior smoke damage. The right rear taillight melted due to extreme heat and is a risk to use the vehicle.
Key issues:
-No physical assessor has been sent to inspect the vehicle.
-I was asked to submit photos myself (witch the panel beaters did) because allegedly no assessor was available.
-The approved amount is insufficient for professional repairs.
OUTsurance never informed me that the Panel beaters withdrew from handling my claim. I had to personally contact them to find out the status — I should not have to investigate my own claim.
For comparison, another vehicle insured with Hollard and affected by the same fires was physically assessed and approved without delays or disputes.
I have paid my premiums faithfully for nearly three years. When a legitimate claim is submitted, I expect timely, transparent, and professional handling. This experience raises serious concerns regarding fair claims practices and adherence to Treating Customers Fairly principles.
I now request urgent action: a qualified assessor to inspect the vehicle, full consideration of the quotation, and clear communication regarding the next steps. Failure to resolve this promptly will leave me with no choice but to escalate to the Ombudsman for Short-Term Insurance and other relevant regulatory channels.