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mikegoode M
1 reviews | Active since Oct 2016
19 Jun 2023, 13:54
Outsurance - great company - until you claim!
I can't recommend Outsurance any longer. Recently, it seems they'll will do everything in their power to reject a claim - especially for Household insurance claims. They invoke the 'wear and tear' legal catch-all wherever possible.
We recently had some rain damage due to heavy winds and rain in our area. The lounge carpet was damaged and part of the ceiling. They simply rejected the claim with 'no we wouldn't be interested in that' - it's basic 'wear and tear'. This is where a large broker would come in handy to help apply pressure. I'm not a fan of middle men but in the case of HH insurance and dealing direct with an insurer like Outsurance - you basically have no recourse.
Interestingly a number of friends mentioned the same or similar bad experiences they have had with Outsurance over the past few years.
A further complaint that I had recently is that Outsurance haven't contacted me for some time and when I checked the sum insured on my HH contents recently it was way too high (by a factor of x2). They just increase the SI by ~10% without checking with you if the contents have appreciated, or if you are over insured etc.
So we've cancelled our Insurance with Outsurance.
Helpful (0)
Replies (13)0
Replies (13)
OUTsurance's replyOfficial
19 Jun 2023, 16:19Good afternoon Mike,
We are sorry to hear about the disappointing outcome of your claim.
Our assessing manager is looking into the matter and will be in contact with you.
Regards,
The OUTsurance Team
We are sorry to hear about the disappointing outcome of your claim.
Our assessing manager is looking into the matter and will be in contact with you.
Regards,
The OUTsurance Team
OUTsurance's reply19 Jun 2023, 16:19
Official
Good afternoon Mike,
We are sorry to hear about the disappointing outcome of your claim.
Our assessing manager is looking into the matter and will be in contact with you.
Regards,
The OUTsurance Team
We are sorry to hear about the disappointing outcome of your claim.
Our assessing manager is looking into the matter and will be in contact with you.
Regards,
The OUTsurance Team
OUTsurance's replyOfficial
23 Jun 2023, 10:13Good morning Mike,
Further to our initial reply our assessing manager Nicholas contacted you to assist in adressing your concerns.
We are sorry that you felt that our assessor had a preconceived notion of what happened as this was not his intention.
During the discussion with Nicholas you raised new information which has now allowed us to review your claim and change our decision.
This information was not mentioned during the initial assessment.
We apologise for any inconvenience caused and are glad that we could assist in resolving this matter for you.
Regards,
The OUTsurance Team
Further to our initial reply our assessing manager Nicholas contacted you to assist in adressing your concerns.
We are sorry that you felt that our assessor had a preconceived notion of what happened as this was not his intention.
During the discussion with Nicholas you raised new information which has now allowed us to review your claim and change our decision.
This information was not mentioned during the initial assessment.
We apologise for any inconvenience caused and are glad that we could assist in resolving this matter for you.
Regards,
The OUTsurance Team
OUTsurance's reply23 Jun 2023, 10:13
Official
Good morning Mike,
Further to our initial reply our assessing manager Nicholas contacted you to assist in adressing your concerns.
We are sorry that you felt that our assessor had a preconceived notion of what happened as this was not his intention.
During the discussion with Nicholas you raised new information which has now allowed us to review your claim and change our decision.
This information was not mentioned during the initial assessment.
We apologise for any inconvenience caused and are glad that we could assist in resolving this matter for you.
Regards,
The OUTsurance Team
Further to our initial reply our assessing manager Nicholas contacted you to assist in adressing your concerns.
We are sorry that you felt that our assessor had a preconceived notion of what happened as this was not his intention.
During the discussion with Nicholas you raised new information which has now allowed us to review your claim and change our decision.
This information was not mentioned during the initial assessment.
We apologise for any inconvenience caused and are glad that we could assist in resolving this matter for you.
Regards,
The OUTsurance Team
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mikegoode M's updateReviewer Update
23 Jun 2023, 10:22I'm still waiting to hear from Outsurance. I'm concerned if we get more rain that we will incur more water damage to the lounge.
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mikegoode M's update23 Jun 2023, 10:22
Reviewer Update
I'm still waiting to hear from Outsurance. I'm concerned if we get more rain that we will incur more water damage to the lounge.
OUTsurance's replyOfficial
23 Jun 2023, 10:53Good morning Mike,
Further to our initial reply, our assessing manager Nicholas contacted you to assist in addressing your concerns.
We are sorry that you felt that our assessor had a preconceived notion of what happened as this was not his intention.
During the discussion with Nicholas, you raised new information which has now allowed us to review your claim and change our decision.
This information was not mentioned during the initial assessment.
We apologise for any inconvenience caused and are glad that we could assist in resolving this matter for you.
Regards,
The OUTsurance Team
Further to our initial reply, our assessing manager Nicholas contacted you to assist in addressing your concerns.
We are sorry that you felt that our assessor had a preconceived notion of what happened as this was not his intention.
During the discussion with Nicholas, you raised new information which has now allowed us to review your claim and change our decision.
This information was not mentioned during the initial assessment.
We apologise for any inconvenience caused and are glad that we could assist in resolving this matter for you.
Regards,
The OUTsurance Team
OUTsurance's reply23 Jun 2023, 10:53
Official
Good morning Mike,
Further to our initial reply, our assessing manager Nicholas contacted you to assist in addressing your concerns.
We are sorry that you felt that our assessor had a preconceived notion of what happened as this was not his intention.
During the discussion with Nicholas, you raised new information which has now allowed us to review your claim and change our decision.
This information was not mentioned during the initial assessment.
We apologise for any inconvenience caused and are glad that we could assist in resolving this matter for you.
Regards,
The OUTsurance Team
Further to our initial reply, our assessing manager Nicholas contacted you to assist in addressing your concerns.
We are sorry that you felt that our assessor had a preconceived notion of what happened as this was not his intention.
During the discussion with Nicholas, you raised new information which has now allowed us to review your claim and change our decision.
This information was not mentioned during the initial assessment.
We apologise for any inconvenience caused and are glad that we could assist in resolving this matter for you.
Regards,
The OUTsurance Team
mM
mikegoode M's updateReviewer Update
23 Jun 2023, 11:09Yes Nicholas contacted me a few days ago - but he said they would get back to me. So based on your reply above - " allowed us to review your claim and change our decision. " what is the way forward ? Do they need to reassess what needs to be repaired - should I contact the claims dept and do they know about the reversed decision?
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mikegoode M's update23 Jun 2023, 11:09
Reviewer Update
Yes Nicholas contacted me a few days ago - but he said they would get back to me. So based on your reply above - " allowed us to review your claim and change our decision. " what is the way forward ? Do they need to reassess what needs to be repaired - should I contact the claims dept and do they know about the reversed decision?
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mikegoode M's updateReviewer Update
23 Jun 2023, 11:59Ok thanks for the quick reply.
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mikegoode M's update23 Jun 2023, 11:59
Reviewer Update
Ok thanks for the quick reply.
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mikegoode M's updateReviewer Update
26 Jun 2023, 11:39I'm still waiting for someone to contact me regarding the way forward - and I'm increasingly concerned that if we get more rain further damage could occur.
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mikegoode M's update26 Jun 2023, 11:39
Reviewer Update
I'm still waiting for someone to contact me regarding the way forward - and I'm increasingly concerned that if we get more rain further damage could occur.
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mikegoode M's updateReviewer Update
27 Jun 2023, 14:12Still waiting and it's going to rain later today.
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mikegoode M's update27 Jun 2023, 14:12
Reviewer Update
Still waiting and it's going to rain later today.
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mikegoode M's updateReviewer Update
30 Jun 2023, 13:31I'm still waiting - after the initial decision was reversed by Outsurance - "allowed us to review your claim and change our decision". I need to get the water damages fixed. I see you deleted a message above why is that?
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mikegoode M's update30 Jun 2023, 13:31
Reviewer Update
I'm still waiting - after the initial decision was reversed by Outsurance - "allowed us to review your claim and change our decision". I need to get the water damages fixed. I see you deleted a message above why is that?
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mikegoode M's updateReviewer Update
30 Jun 2023, 13:40FYI winter in Cape Town is our rainy season so long delays could result in further water damage to our lounge.
mM
mikegoode M's update30 Jun 2023, 13:40
Reviewer Update
FYI winter in Cape Town is our rainy season so long delays could result in further water damage to our lounge.
mM
mikegoode M's updateReviewer Update
09 Jul 2023, 10:23Update - Outsurance said that they would reimburse us for a new lounge carpet - we could then decide if we want to keep the existing carpet and use the payout to repair the other damage to the lounge door and walls. Which is very decent of them!
Last Wednesday a carpet company came around to do a quote. I explained Outsurance's very reasonable offer and said we would decide whether to replace the carpet once Outsurance had settled the claim.
It's nearly a month now since we first lodged the claim and it's raining in Cape Town. We are worried that the lounge will sustain further damage if we don't start repairs very soon. I can't understand why they are taking so long to resolve this matter.
Last Wednesday a carpet company came around to do a quote. I explained Outsurance's very reasonable offer and said we would decide whether to replace the carpet once Outsurance had settled the claim.
It's nearly a month now since we first lodged the claim and it's raining in Cape Town. We are worried that the lounge will sustain further damage if we don't start repairs very soon. I can't understand why they are taking so long to resolve this matter.
mM
mikegoode M's update09 Jul 2023, 10:23
Reviewer Update
Update - Outsurance said that they would reimburse us for a new lounge carpet - we could then decide if we want to keep the existing carpet and use the payout to repair the other damage to the lounge door and walls. Which is very decent of them!
Last Wednesday a carpet company came around to do a quote. I explained Outsurance's very reasonable offer and said we would decide whether to replace the carpet once Outsurance had settled the claim.
It's nearly a month now since we first lodged the claim and it's raining in Cape Town. We are worried that the lounge will sustain further damage if we don't start repairs very soon. I can't understand why they are taking so long to resolve this matter.
Last Wednesday a carpet company came around to do a quote. I explained Outsurance's very reasonable offer and said we would decide whether to replace the carpet once Outsurance had settled the claim.
It's nearly a month now since we first lodged the claim and it's raining in Cape Town. We are worried that the lounge will sustain further damage if we don't start repairs very soon. I can't understand why they are taking so long to resolve this matter.
OUTsurance's replyOfficial
12 Jul 2023, 14:57Good afternoon Mike,
We have received confirmation that the matter has been resolved and payment has been made to you.
Regards,
The OUTsurance Team
We have received confirmation that the matter has been resolved and payment has been made to you.
Regards,
The OUTsurance Team
OUTsurance's reply12 Jul 2023, 14:57
Official
Good afternoon Mike,
We have received confirmation that the matter has been resolved and payment has been made to you.
Regards,
The OUTsurance Team
We have received confirmation that the matter has been resolved and payment has been made to you.
Regards,
The OUTsurance Team
mM
mikegoode M's updateReviewer Update
12 Jul 2023, 15:48Well after the claim was resolved - I would just like to thank Outsurance for the professional way they resolved the dispute.
mM
mikegoode M's update12 Jul 2023, 15:48
Reviewer Update
Well after the claim was resolved - I would just like to thank Outsurance for the professional way they resolved the dispute.