Outsurance refund

Dear OUTsurance Team,

I am writing to formally request a review of a matter concerning my car insurance policy.

Approximately a month ago, I was in the process of changing insurers when one of your advisors convinced me to remain with OUTsurance. During that call, my address details were updated, and I noticed a significant drop in my monthly premium—between R500 and R600. I then requested that my excess be reduced, which subsequently increased my premium to approximately R700–R800.

I queried why my address had not been updated previously, given that I have been residing at the current address for nearly three years. The advisor acknowledged that it may not have been updated and confirmed that an investigation would be initiated. I also informed the advisor that I had previously contacted OUTsurance to request an address update, and I specifically asked that any refund calculation be based on the excess applicable to my original premium.

Since then, I have followed up multiple times and was consistently informed that the matter was with the actuaries for calculation. However, today I received a call stating that no refund will be issued.

I respectfully request that OUTsurance re-examine this matter, considering the duration I have lived at the updated address and the potential overpayment due to the incorrect details on file. I would appreciate a clear explanation of the decision and a copy of the investigation outcome.

Thank you for your attention to this matter. I look forward to your response.