OUTsurance Rejects Claim by Hiding Behind Clauses Instead of Helping Clients

Absolutely disgusted by the way OUTsurance handled my claim for a collapsed boundary wall.

Instead of treating the matter as what it clearly was — a sudden incident and act of nature involving an ORIGINAL wall built in the 1980s — they immediately started searching for loopholes and policy clauses to avoid paying out.

According to them, the wall collapse was due to “wear and tear”, “gradual deterioration” and even “defective workmanship”. This is despite the fact that:

* The wall was the original structure from the 1980s. * No alterations or repairs were ever done to it. * The wall was perfectly straight and structurally intact before the incident. * Proper drainage holes were installed and kept open at all times to relieve water pressure. * Reinforcement wire was present in the wall. * There were no warning signs, leaning, cracking or defects beforehand.

Apparently OUTsurance now expects homeowners to perform “maintenance” on a perfectly straight external brick boundary wall. What exactly must one maintain on a wall like this besides ensuring drainage holes remain clear — which was done?

Other insurance companies understand that severe weather events and sudden wall collapses can happen despite proper upkeep. They understand the difference between negligence and an unforeseen incident. OUTsurance, however, seems more focused on finding technical excuses not to honour claims.

If a wall can stand safely for over 40 years with no structural problems, calling it “defective workmanship” now feels completely unreasonable and dishonest.

Very disappointing experience from a company that markets itself as being there for clients when they need them most. The assessor came in and even before seeing the wall started giving excuses as to why they "might not"pay out, this was foreboding and the subsequent call after that was predictable - claim denied. I asked to speak to a manager and was told one would contact me soon - this was 5 days ago, not a word from them except the mail stating their unrealistic reasons. I feel taken aback and left in the dark with a collapsed wall where nothing is being done to assist me. I launched a dispute as guided in their e-mail to me and they could not even react with a "received" from their side. They truly showed their true colours with their actions (or lack thereof) with this claim - OUTsurance, you never get something out...