1 reviews | Active since Jun 2013
OUTSURANCE INSISTS ON SECONDHAND BODY PARTS FOR MY BMW
OUTSURANCE INSISTS ON USING SECONDHAND PARTS FOR MY PANEL-BEATING CLAIM!!
I drive a BMW 330d 2014 model: Outsurance insisted on repairing my two bumpers rather than replacing them. When I queried this, they said the panelshop will have the final say regarding repairs vs replacement. The panelshop recommended replacement! When outsurance heard about the recommendation they coerced me to opt for repairs for which they would waver the excess costs. I agreed on condition that BMW's guarantee is upheld. I received the car with broken bumper brackets and flaws in the body work and paint. Outsurance therefore indicated that they would supply second-hand parts. This I refused. Amazingly, BMW (Auto Atlantic ARC) offered to supply new bumpers and redo the work at own costs. Outsurance complained saying, BMW created the expectation with me. At the time of BMW's amazing offer, Outsurance had not resolved the matter yet - 'top management still deciding'
A point I need to make:
Insurance is a service that one relies on when one faces trouble in ones life world. The dissenting tone used by Marnus v Rensberg ( auto claims manager) during the claim process was something I imagined Outsurance had guarded against. It brought back unpleasant memories of the past. I would say Oursurance dropped the ball. Serious development needed.
A point I need to make:
Insurance is a service that one relies on when one faces trouble in ones life world. The dissenting tone used by Marnus v Rensberg ( auto claims manager) during the claim process was something I imagined Outsurance had guarded against. It brought back unpleasant memories of the past. I would say Oursurance dropped the ball. Serious development needed.
Thank you for bringing this matter to our attention.
Danie our assessing manager has been in contact with you to address your concerns. Please note if a vehicle is out of its factory warranty, the Ombudsman has authorised that insurers may use 2nd hard or alternative parts as long as it does not compromise the safety of the vehicle and the vehicle needs to be repaired to specifications.
We assessed the damage and determined the bumper was repairable. Please note we did pay towards the replacement of the bumpers. The service provider paid the difference as the replacement was their recommendation and they made the arrangements with you.
We take note of your unpleasant experience and apologise for the experience. This will certainly be addressed with the assessor and manager.
Regards,
OUTSurance
Thank you for bringing this matter to our attention.
Danie our assessing manager has been in contact with you to address your concerns. Please note if a vehicle is out of its factory warranty, the Ombudsman has authorised that insurers may use 2nd hard or alternative parts as long as it does not compromise the safety of the vehicle and the vehicle needs to be repaired to specifications.
We assessed the damage and determined the bumper was repairable. Please note we did pay towards the replacement of the bumpers. The service provider paid the difference as the replacement was their recommendation and they made the arrangements with you.
We take note of your unpleasant experience and apologise for the experience. This will certainly be addressed with the assessor and manager.
Regards,
OUTSurance