OUTsurance refuses to honour vehicle theft claim during bereavement

I am deeply disappointed and distressed by OUTsurance's decision to repudiate my vehicle theft claim under circumstances that I believe are unfair and unreasonable. My vehicle was ****** on 28 February 2026 — the same day my mother passed away at Netcare Kingsway Hospital in Amanzimtoti, KwaZulu-Natal, where she had been hospitalised in a critical condition since 14 February 2026. In one single day I suffered three separate and devastating losses — I lost my mother, my cellphone was ******, and my Nissan Navara was ****** — three different incidents, all on the same day. The Navara only had a few months left to pay off, with still over R157 000 owing to the bank. I now have nothing to show for years of payments, no vehicle to get on with my life, and a bank debt I still have to honour for a vehicle I no longer have. This was one of the most devastating days of my life, and instead of receiving the support I expected from my insurer, I have been left without a vehicle, without any compensation, and with absolutely no compassion or empathy from OUTsurance whatsoever. It is my firm belief that OUTsurance shows no compassion or human understanding towards their customers in distress. When I needed them most, they turned their back on me without hesitation — the only thing I received from OUTsurance was condolences on the passing of my mother and a hope that I would get through this. Words are hollow when your insurer simultaneously refuses to honour a legitimate claim during your darkest moment. OUTsurance repudiated my claim based solely on an outstanding February premium, which was reversed due to financial difficulty. I genuinely believed the arrears would be collected together with my March premium — a belief I communicated clearly to the assessor. OUTsurance successfully collected the March premium on 2 March 2026, but did not include the February arrears. When I was informed of the repudiation on 11 March 2026, I immediately offered to pay the outstanding February premium in full. OUTsurance refused my offer and declined to reinstate the claim. Not once during this entire process did anyone at OUTsurance translate their condolences into action, or show any willingness to treat me as a human being rather than just a policy number. I have been a loyal OUTsurance policyholder and have always maintained my policy in good faith. To have a legitimate theft claim rejected over one month's premium — during a period of grief and family trauma — while my offer to immediately settle the arrears was turned down, is not the treatment I expected from an insurer that prides itself on fairness. I have since escalated this matter to the National Financial Ombud (NFO) and the Financial Sector Conduct Authority (FSCA), and will continue to pursue every avenue available to me until justice is served. OUTsurance, condolences and kind words are not enough — I urge you to reconsider this decision, show some true humanity, and do the right thing.