OUTSURANCE: REALLY DISAPPOINTED!

<p>it is with deep regret that I need to resort to this platform, I have been a client of outsurance for a while now, who underwrites 3 of my policies. each month these policies are serviced meticulously. i must admit that prior to this occasion i had never had a negative experience with Out. I logged a claim on Thursday the 15/12/16 for a laptop which was lighning damaged. the Agent who assisted advised that he will appoint a service provider from Durban which is approximately 100kms away from PMB in which i reside. i stressed the urgency of this claim as we use this Laptop in our church and we needed this item for the weekend, and asked if he could attend to it urgently. I did advise that we have a local company who confirmed the item was lightning and i could ask them to generate a report to confirm. He insisted he appoint his Service Provider, i agreed and when i received a call from the SP, he only advised that he can make it on the Monday 19/12/16. Due to the urgency, i declined and subsequently received a call from the agent who advised that i should proceed with the report from the local supplier. i proceeded and emailed the report and replacement quote. i had no news from the agent, i sent emails and eventually i called in asking the agent for acknowledgement of receipt. i called in on the Saturday 17/12/16, an agent advised that an assesor was appointed and will contact me on Monday, i advised him of the urgency and he just brushed me off and asked me to expect the call, so i asked if the item will be uploaded, and if so could i retrieve my data, he advised that the assessor will call me, ask a few questions and process the report, he will not upload the item. I received a call on Tuesday from the assessor Sanjeev, who proceeded to inform me that the calls were recorded, asked if we can meet to have a chat, if he could do a credit check, etc... I explained the thread to him, also the call i made on Saturday, he advised that i should not worry about that, i must focus on the current conversation. he wanted to meet, i did explain that i was out of town, being Christmas week i could not meet this week, he advised that claim will be delayed. Based on the conversation i had on Saturday i did not make arrangements to make the laptop available or retrieve my data. When i pointed this out, he advised that he cannot answer for the agent, i thought that quiet strange as he spoke about the recorded calls, he could easily make a reference to. He then said that he will email the agent to see how he can assist me and then he says the calim will be delayed, eventually i asked him to cancel the claim, which he said he cannot do and he will need to email his manager. i understand that there is protocol, which i respect, but i will not put myself in a position whereby i am treated as a ********. I pay each month for insurance, some items are out and about cover, i expect to be covered. I have never ever had this problem before with Out. i certainly hope you remedy you customer Service. I am really disappointed with the way this was handled, Please listen to the calls, and dont just take my word for it. I will reitterate, I have never ever had an issue with Outsurance previously hence my surprise in this instance.</p>