Outsurance is a ****

I am writing to formally express my dissatisfaction with the handling of my claim with Outsurance (Claim Number: ***). My experience has been extremely disappointing, primarily due to the incompetence displayed by your staff.

- **Claim Submission:** I submitted my claim on 03/05/2025 regarding [a rear windscreen that was vandalised at night when I woke up it was damaged then I proceeded claiming from the app as I had cover with Outsurance ]. - **Claim Decline:** A couple of days later I got a response that I had chosen a cover that doesn’t include roadside assistance as well as windscreen cover], I was informed that my claim was declined, citing reasons that I find unjustified. - **Documentation:** I provided all required documentation and followed the outlined procedures to the best of my ability. - **Customer Service Experience:** My attempts to seek clarification and support from your customer service team have been frustrating. Even the recording she doesn’t clarify the terms as she clearly states that my vehicle qualifies for essential cover . - I received inconsistent information from different representatives. - Responses to my inquiries were often delayed and unhelpful. This experience has not only caused me financial stress but has also left me feeling undervalued as a customer. I expected a higher standard of service from Outsurance, and this incident has fallen short of those expectations.

I kindly request a thorough review of my claim and the circumstances surrounding its decline. I believe a fair reassessment is warranted, and I would appreciate your prompt attention to this matter.

Thank you for your attention to this serious issue. I look forward to your response.

Sincerely,

Dr Nhlanhla Zwane