1 reviews | Active since Oct 2018
OUTsurance says caring for my critically ill child means my home was ‘abandoned’
OUTsurance is refusing to pay for a theft/break-in at my insured property. Their reason: they say the house was “vacant/unoccupied for over 60 days,” so it’s not covered. Their dispute manager (Fay Khan) has now told me the rejection stands and the internal dispute process is “completed.”
Here’s why I am escalating this publicly: 1. The property was NOT abandoned. It is our family home. 2. The only reason it was not being slept in at night was because my son — the person who lives there — became critically ill and was hospitalised. He almost died. We had a genuine medical emergency. 3. We were still actively taking care of the property: cleaning it, checking on it in person, showing it to potential tenants/buyers, and asking neighbours to keep an eye on it. We were doing everything possible to keep it safe and occupied. 4. We were transparent with OUTsurance throughout.
In other words: this was a temporary medical crisis, not abandonment.
Despite all of this, OUTsurance is treating “temporarily unoccupied because your child is in hospital” the same as “you walked away from the property and left it empty.” That is not reasonable and not in good faith.
The message I am getting as a paying customer is: if your child is in a life-threatening condition and you leave the house to care for them, OUTsurance will use that against you to avoid paying.
I am asking OUTsurance to: • Reconsider the repudiation, • Acknowledge that medical necessity is not abandonment, • Apply compassion instead of hiding behind a clause.
If this is final and this is how OUTsurance treats families in crisis, the public deserves to know.
Following our initial response to your review, we received feedback from our claims management team, after having reviewed the claim in detail.
We understand the difficulty you and your family went through during your son's illness and trust your son recovered well.
After having reviewed the matter, it was again confirmed our assessment has shown the property was left vacant and therefore making it prone to theft and vandalism. The claim unfortunately remains rejected.
Thank you for the patience you afforded us to provide you with further feedback.
Regards
The OUTsurance Team
Following our initial response to your review, we received feedback from our claims management team, after having reviewed the claim in detail.
We understand the difficulty you and your family went through during your son's illness and trust your son recovered well.
After having reviewed the matter, it was again confirmed our assessment has shown the property was left vacant and therefore making it prone to theft and vandalism. The claim unfortunately remains rejected.
Thank you for the patience you afforded us to provide you with further feedback.
Regards
The OUTsurance Team
I am writing to express my profound disappointment and outrage regarding your decision to uphold the rejection of my claim (Policy Number: OT***, Claim Number: ***), as communicated in Fay Khan's email on 29 October 2025. Your response completely disregards the detailed explanation I provided regarding the extenuating medical emergency that led to the temporary unoccupancy of my family home, and your insistence on adhering to a rigid "vacant" clause feels entirely devoid of empathy and practical understanding.
It is now abundantly clear that the insurance cover I have been diligently paying for is utterly useless. I am frankly appalled that OUTsurance continues to collect premiums for insurance products when, in a time of genuine crisis, you are unwilling to provide the very cover that policyholders believe they are paying for. Why do you continue to take money for a service you refuse to deliver when it matters most?
Given this experience, I demand an immediate refund for all premiums paid for Policy OT***, and I wish to cancel this policy. Furthermore, this incident has completely eroded my trust in OUTsurance, and as a result, I also wish to cancel my business insurance policy with you. My sister, will also be in contact shortly to initiate further cancellations of policies held with OUTsurance, as it is evident that we are dealing with a company that is fundamentally unwilling to support its clients when they need it most.
I require OUTsurance to contact me as a matter of extreme urgency to process all these cancellations and expedite the refunds. My family needs to fix our house immediately – as in, yesterday – and it is painfully clear that we cannot rely on OUTsurance, as we appear to be dealing with what can only be described as *****ulent ****mers who are happy to take premiums but deny legitimate claims.
I am writing to express my profound disappointment and outrage regarding your decision to uphold the rejection of my claim (Policy Number: OT***, Claim Number: ***), as communicated in Fay Khan's email on 29 October 2025. Your response completely disregards the detailed explanation I provided regarding the extenuating medical emergency that led to the temporary unoccupancy of my family home, and your insistence on adhering to a rigid "vacant" clause feels entirely devoid of empathy and practical understanding.
It is now abundantly clear that the insurance cover I have been diligently paying for is utterly useless. I am frankly appalled that OUTsurance continues to collect premiums for insurance products when, in a time of genuine crisis, you are unwilling to provide the very cover that policyholders believe they are paying for. Why do you continue to take money for a service you refuse to deliver when it matters most?
Given this experience, I demand an immediate refund for all premiums paid for Policy OT***, and I wish to cancel this policy. Furthermore, this incident has completely eroded my trust in OUTsurance, and as a result, I also wish to cancel my business insurance policy with you. My sister, will also be in contact shortly to initiate further cancellations of policies held with OUTsurance, as it is evident that we are dealing with a company that is fundamentally unwilling to support its clients when they need it most.
I require OUTsurance to contact me as a matter of extreme urgency to process all these cancellations and expedite the refunds. My family needs to fix our house immediately – as in, yesterday – and it is painfully clear that we cannot rely on OUTsurance, as we appear to be dealing with what can only be described as *****ulent ****mers who are happy to take premiums but deny legitimate claims.
We are sorry to see you feel we are letting you down.
We requested a client care manager to call and assist you with your cancellation request.
Regards
The OUTsurance Team
We are sorry to see you feel we are letting you down.
We requested a client care manager to call and assist you with your cancellation request.
Regards
The OUTsurance Team