Outsurance refusing to respond or pay out on a 3rd party claim

On the morning of 19th June 2018 at approximately 09h00 I was driving north along Richard Street, Hatfield, when I came across an accident that had just happened on the corner of Richard and Stanza Bopape Street, Pretoria. Both cars involved in the accident had their hazard lights on.

A metro traffic officer standing in the middle of the intersection waved me through, and just then a Kawasaki motorcycle driven by a man came down Stanza Bopape Street from the east, ignoring the traffic officer and collided with my car. As I helped him up, the first thing he said to me was, “I am sorry, it was my fault, I will pay”.

As his girl friend had insured the bike, I app**** to claim for my vehicle's damages from Outsurance, as the third party on the 19th July.

All the necessary documentation was submitted to Outsurance. CLAIM NO. 167 182 817. Since then 21 emails were sent to Outsurance, two to a Mr. J. Schnepel, who emailed application forms for the claim to me, then 19 emails to a Mr. S. Gama, to which I have only had 2 replies, neither giving me any information. I then eventually spoke to Mrs. Nampu Maqubela (managerial level), and two emails were sent to her, copying Mr. Gama on the emails. Still no response. I went to see Mr. Gama on Thursday 9th August, and he promised that he would get back to me by Monday 13th August the following week. I have still not heard from him. Many telephone calls were made to Outsurance, with no success. Outsurance : 012 – ********** Mr. Gama, and ********** - Mrs. Nampu Makubela. Mr. Gama – **********

At no stage was an assessor even sent out to examine my car – Nissan Micra 2004, Registration FH 06 GY GP.

I have two quotes from panel beaters for the damage to my car. One from Silverton Panel Beaters for R67,948.34 and the other one from Teeljay Automotive Panel Beaters for R43,940.00.

The driver of the motorcycle submitted claim forms to Outsurance stating that the accident was my fault, which is factually incorrect. He was paid out for his damages over a month ago, and yet I cannot even elicit a response from them. The few occasions on which I have been able to reach someone telephonically have been met with total indifference with regards to solving my claim. As a pensioner on limited funds and with this vehicle as my only transport, it is essential to have it repaired.

Where to from here? All efforts requesting help from Outsurance are frustrated by non-response. Has anyone else had similar issues with Outsurance and if so, how was it resolved?