Outsurance poor service.

I am currently in the midst of a highly frustrating situation with Outsurance. It has been over two months since the riot incident involving my vehicle during the taxi riots, and the repairs are far from completion.

Upon filing the claim, it took approximately four separate calls from Outsurance to comprehend that the vehicle was undriveable. Initially, a virtual assessment was agreed upon but then inexplicably disallowed. The vehicle was subsequently towed to a yard by a tow company for the assessment. Outsurance then determined that all assessment yards were too distant for my vehicle to be taken to (I am in Knysna; Cape Town and PE were deemed too far). Outsurance instructed the tow company to conduct the virtual assessment, a task that could have been accomplished a week earlier by myself. Regrettably, there was no communication with me regarding this assessment or the what the damages sustained during the riot incident were. Which is now proving to be an issue.

Once the assessment was approved, it took me no less than 10 calls over 2 weeks between the involved third parties for ME to progress the claim.

The vehicle underwent repairs after another week of idle waiting. During a visit to the panel beaters, I noticed damages that were not being addressed. I assume this was due to these damages not being included in the initial assessment done by a third-party towing company (who had no idea what the damages were) highlighting the complete lack of communication and extremely poor management of my case.

Despite paying a premium for my insurance, I have had to oversee this claim at every step of the way.

My experience with Outsurance and their approved panelbeaters has been incredibly frustrating, and I am seriously considering alternative insurance companies once this situation is resolved. In the meantime, I am obligated to continue paying the premium for my vehicle, which I have been without since the 5th of August.