Outsurance is a **** by not reviewing and treating the client fairly

Ive been an Outsurance client for the last +- 13 years. Always paid my premium and NEVER skipped a premium. Ive been the client that always have to phone Outsurance yearly to review my policy and see if they can give me a better tariff...otherwise outsurance will just increase it and make money out of the clients trying to save. Santam have given me much better quotes, but because I'm loyal and never had an issue the first 9 years or so. The last 4 years is where my issue started. In 2*** we had some bad luck in Witbank with electrical cable theft, very bad loadshedding, power surges and for the people that know...we have very bad lightening.

I had 3 claims in 2017, 2018 and 2019, one each year. 2017 was lightening, 2018 for power surges/dips and in 2019 for lightening. After the 2019 claim the consultant MENTIONED to me that my excess will be going from(I think that time) R580 to R10300 !

I was very upset because thats not what they tell you when reviewing your cover annually. They also don't tell you after your second claim, that should you claim again within a certain time, your excess will go up.

I've asked the consultants, when will my excess be lowered again or be reviewed. The consultant wasn't sure and I asked them that it will be reviewed annually with my annual revaluation, the consultant confirmed it will be reviewed, but did not tell me after how many months. Now after 2 years and 7 months I have a lighteneing claim. After EVERYTHING AND REGISTERING the claim another consultant tells me...sir you have a R10300 claim. I refuse to pay this as no one at Outsurance contacted me regarding reviewing my schedule the last 2 and half years. When I spoke to the consultants everytime with the review not one of them mentioned my excess is still R10300. FAIS regulates that the FSP/Representative disclose all info to the client and make sure the client is fully aware what his cover entails etc. I was not aware. The consultant also told me that even if my excess were reviewed it would have gone up again because they increased everyones excess this year, an apparent email they've sent but cannot prove I've received it. I went through all my emails, and cannot find anything. They cannot tell me that they increased everyones excess to R10300. If they told me sir, your excess is at R5000 this year, because its still a high risk claim type I would have been fine, but they do not follow the TCF rules, or FAIS in my opinion. I am a Compliance officer myself. After being a loyal customer for years this is how they treat you. I'm still waiting for a manager to contact me regarding this.

The assessor appointed also **** on his report. He was at my house checking one of the appliances(TV, GPU, Audio,video AMP, Hard Disk all connected to each other) that is not working. In my home he told me "sir I'm not even going to take the TV for further tests/assessment, because it is clearly damaged. At his office he writes it's component failure...but did not use one single tester on the TV All he did was plug it in and saw it does not come on as it should. The AMP was connected to the TV and to the GPU at the time of the incident, and according to them the damage to the AMP is lightening and the TV and GPU component failure... How can this be a coincidence that it worked just before the lightening and right after the storm all three are not working. If they cannot give me a report stating that they can confirm with 100% assurance the TV and GPU components could not have been damaged due to the lightening, then I will accept it. If there's a chance the lightening could have lead to the damage or contributed to the damage, and I get another report, I will take the assessors to court for false assessment.

So to sum up. If Outsurance had a high excess on me, why did they not advise me throroughly and ensured me as a customer know whats going on and what I pay outsurance for. If they reviewed it even to half of what it is, but not what I felt it should be I would have been happy. And the assessor, not having an accurate report. Knowing Outsurance does not pay for component damage makes one think that there's something behind it to make sure they don't have to pay for the damage if its component damage.