OUTsurance Ignored Death Notification – Still Billing a Deceased Client Months Later

On 15 April, I phoned OUTsurance to inform them of my father's passing and requested the cancellation of his car insurance policies. I was connected with a consultant named Kali Naidoo, who said he would handle it. During our call, he asked what would happen to the two vehicles. I explained that one would go to me and the other to my mom. He then encouraged us to insure both vehicles through OUTsurance before the change of ownership was finalised.

I agreed to insure one car under my name. However, I made it clear that I wanted the other car's insurance cancelled for the time being, and I sent Kali my father's ID and death certificate with that request. He never followed up. On 22 April, I had to chase him again for confirmation, and his response was simply: "Will do, I'm on it." But he never actually confirmed or completed the cancellation.

It felt like his main priority was to secure a new policy sale, after which he completely disappeared.

I later called OUTsurance again and had to explain the whole situation from scratch to another consultant. I re-sent all the documents and once again requested that my father’s policies be cancelled. At this stage, my mother also took out a new policy with OUTsurance to insure the second vehicle.

Fast forward to the end of June, and my mother starts receiving messages that we are behind on payments. She phoned OUTsurance this week, only to be told they still haven't cancelled my father’s policy and still want to speak to him — months after his death.

We are now paying double insurance on the same two vehicles — one under me, one under my mom — while the original policies in my deceased father's name were never cancelled despite multiple requests and submitted documentation.

This entire experience has been deeply upsetting, especially during a time of grief. We trusted OUTsurance and were trying to do the responsible thing. Instead, we’ve been met with disorganisation, poor communication, and what feels like an exploitative focus on sales rather than proper client service.

I regret ever re-insuring with OUTsurance, and we still have no resolution. We need this sorted out urgently and expect a full refund for the months we've been charged for my father's policies after his passing.