Outsurance poor communication and unauthorised policy changes

This afternoon around 15:30, I called Outsurance after receiving missed calls and a strange SMS about “removal of certain covers from your policy,” worried that opting out of marketing e-mails earlier in the day had somehow affected my policy.

That’s when the consultant told me routine care will be removed — to reduce annual rerates and premiums. Seeings as pet owners are already paying and then claiming, they are simply removing the claiming back part because we are already taking care of it. The reason we can take care of it is because we know we will be able to claim back... Removing routine care also discredits responsible pet owners who try to avoid accident and illness claims and costs by keeping their pets healthy.

An updated policy schedule came after hours at 18:00. Routine care has already been removed without my consent and authorisation. I asked when clients were notified of this planned change, apparently all routine care must be stopped this month, I cannot find any smses or emails communicating this clearly. I also recall phoning in regarding a change to pet claim excess changes about 3 months ago and we were informerd it would not affect routine care at all.

The consultant explained that there is a 31 day notice period from deactivation date as I asked about the current claim we are waiting for a payout for and the other 4 pets who are due for routine care soon.

Routine care is the reason we chose Outsurance, and I made it clear I needed to discuss any changes with my husband first. I was told there’s a 31-day notice period after authorisation — yet the change was made immediately.

I’ve asked for this to be reversed. If not, I’ll escalate to the ombudsman. Outsurance’s handling of this has been confusing, premature, and unacceptable.

What a way to deter and disappoint loyal, long term clients.