Outsurance proving to be ******!

Last week I noticed damage on the passenger side of my vehicle I had never seen before. Immediately I got in touch with Outsurance to report the side damage. The next day I was requested to take pictures and send them to the assessor (Obvious Vundla who I never want to deal with). As I took pictures I noticed additional damage from the same incident that had taken place and notified the Outsurance assessor I was allocated to immediately. At the time I reported the damage on the vehicle and took pictures, I had not ever thought to consult with my husband because I thought he would have communicated immediately if he knew about the incident. Infact, at the time, I thought maybe the car had been damaged whilst at Mercedes, since it had been there some few days before.

On Friday night my husband returns from his trip and communicates his incident to me with the car where he had hit a cone due to a break down of a car that was broken down on the highway and damaged the car. Instead of communicating right away he thought it best to communicate and sttevd to the matter upon his return from his business trip.

At that point I now knew what had happened to the vehicle and emailed Kubendran Naidoo to inform him of same, only to be accused of changing the story and having some of the damage from before (What benefit would I have keeping any damage on a vehicle I have insurance on)? What followed after being accused of changing the story was the a horror movie because I was initially requested to pay excess x 2 (R7000) for the same incident because they are insisting the damage occurred from different incidents. If it’s from separate incidents, what would have been the incentive to not have claimed for the first incident when I was always in good standing with Outsurance. Then shortly thereafter I was told by Outsurance that the claim had been approved with some dispute. Then shortly I was called by an individual from the legal team to inquire which party they could claim damages from (I communicate there was no party given the nature of the incident) then received a call from Ronald today that the claim was suddenly now declined (all from a single company)!

Although Ronald assured me he would look into it, the bitter taste was at this time already in my mouth. I wondered what games Outsurance were playing to avoid paying out after the many years I have been their client for, with many premiums paid to them with no hassles and very few claims made over the years. Was I supposed to lie and say I know what happened to the vehicle when I knew nothing at the time of the damages? Is it a crime to not be aware of how something happened until you find out?

After receiving too many calls from different individuals from Outsurance with different stories , I now require Outsurance to do away with the silly games refer to footage on the day the incident took place. Furthermore, they should also get in touch with Mercedes Benz where the car recently was to investigate whether there was any damages on the vehicle. This process they have avoided to pursue should be done by no later than Friday, 19th November, with supporting evidence of outcome provided. If they are too lazy to pursue this process, my vehicle should be booked with my preferred Panelbeater by no later than 19th November 2021.

If either of the above is not done by Friday, 19th November, I will refer the matter to the Ombudsman, cancel all the policies I have with Outsurance and never ever use Outsurance again.

It’s despicable to take many years of premiums from clients then pull all types of rabbits out of a hat to avoid paying out claims we are ensure for. I am now OUT of patience with Outsurance who are fast becoming the worst insurance company to date!