MS
Martiens S
1 reviews | Active since Dec 2014
17 Aug 2026, 13:29
OUTsurance refusing to cancel policies beware
I tried to cancel my policy numerous time today 17 August 2026 and was given the run around by the call centre. By law I do not have to disclose anything about my new insurer and OUTsurance call center specialists refuse to proceed with the cancellation if you do not provide them with the information. I tried to call numerous times, and no one seems to be able to cancel a policy. I also sent an email now instructing them to cancel and I'm stilI waiting! I will never do business with OUTsurance again and I reported them to the Ombudsman as this behavior is violating my rights.
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OUTsurance's replyOfficial
17 Aug 2026, 14:55Good day Martiens,
We're sorry to hear about your experience and can understand your frustration.
Please be assured that while we may ask for additional information during the cancellation process, you are not obligated to disclose details about your new insurer in order for your policy to be cancelled. We apologise if this was not communicated appropriately or if you were given the impression that the cancellation could not proceed without this information.
We are also concerned by your feedback regarding the difficulty you experienced when attempting to cancel your policy and the service you received from our call centre. This is certainly not the experience we aim to provide.
We will investigate the interactions you had with our team, ensure your cancellation request has been actioned, and address the concerns you've raised internally.
We apologise for the inconvenience caused.
Regards,
The OUTsurance Team
We're sorry to hear about your experience and can understand your frustration.
Please be assured that while we may ask for additional information during the cancellation process, you are not obligated to disclose details about your new insurer in order for your policy to be cancelled. We apologise if this was not communicated appropriately or if you were given the impression that the cancellation could not proceed without this information.
We are also concerned by your feedback regarding the difficulty you experienced when attempting to cancel your policy and the service you received from our call centre. This is certainly not the experience we aim to provide.
We will investigate the interactions you had with our team, ensure your cancellation request has been actioned, and address the concerns you've raised internally.
We apologise for the inconvenience caused.
Regards,
The OUTsurance Team
OUTsurance's reply17 Aug 2026, 14:55
Official
Good day Martiens,
We're sorry to hear about your experience and can understand your frustration.
Please be assured that while we may ask for additional information during the cancellation process, you are not obligated to disclose details about your new insurer in order for your policy to be cancelled. We apologise if this was not communicated appropriately or if you were given the impression that the cancellation could not proceed without this information.
We are also concerned by your feedback regarding the difficulty you experienced when attempting to cancel your policy and the service you received from our call centre. This is certainly not the experience we aim to provide.
We will investigate the interactions you had with our team, ensure your cancellation request has been actioned, and address the concerns you've raised internally.
We apologise for the inconvenience caused.
Regards,
The OUTsurance Team
We're sorry to hear about your experience and can understand your frustration.
Please be assured that while we may ask for additional information during the cancellation process, you are not obligated to disclose details about your new insurer in order for your policy to be cancelled. We apologise if this was not communicated appropriately or if you were given the impression that the cancellation could not proceed without this information.
We are also concerned by your feedback regarding the difficulty you experienced when attempting to cancel your policy and the service you received from our call centre. This is certainly not the experience we aim to provide.
We will investigate the interactions you had with our team, ensure your cancellation request has been actioned, and address the concerns you've raised internally.
We apologise for the inconvenience caused.
Regards,
The OUTsurance Team