DR
Dirk R
1 reviews | Active since Oct 2020
29 Oct 2020, 07:58
Outsurance - Spouse claims not covered! Beware!!
I was involved in an accident whilst driving my wife’s vehicle. She is fully comprehensively insured with Outsurance on her vehicle and I am also covered as I have a valid drivers licence and I was listed as her husband and occasional driver. At the time of the accident we followed all the prescribed procedures and made immediate contact with Outsurance. I was told by the advisor handling my case that I should not worry and that everything will be taken care of as all the information is accurate and sufficient. I was told that all I had to do was pay the excess payment and everything else will be taken care of. The lady sent me information to hand to the third party to contact Outsurance and handle the claim.
Yesteday a legal advisor from Outsurance calls me and tells me that they will not be paying out the third party as I have insurance on my own vehicle. And that I have to claim for the third party, not from Outsurance, but from my own policy where my vehicle is insured. I phoned my insurance firm and they told me that I will be penalized for the claim on my insurance policy. When we took out the policy many years ago, we made sure that both spouses are covered under the policy. Today they tell me that we are both covered, but, because I have insurance on my own vehicle elsewhere, I am not comprehensively covered. Even though it is a fully comprehensive insurance policy.
So now I ask you, how do I have to put in two separate claims from two separate policies and be penalized on two policies for one accident? The worst part is that Outsurance legal told me, if I did not have insurance on my name for my own vehicle, they would have paid out the claim. But because I have insurance elsewhere, they will penalize my household twice.
I am writing this review so that every person insured at Outsurance can know that if/when their spouse drives their vehicle and they have insurance on another vehicle on another policy, that Outsurance will not pay out the damages to a third party and you will have to claim and be penalized on two insurances for one accident. Regardless of what the claims advisor tells you. I am covered under Santam and if my wife drove my car and had an accident, all parties would have been covered and compensated accordingly. Be careful, when you need Outsurance the most, they will make your life worse. I am going to move my wife's policy away from Outsurance. You should definitely do the same.
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Replies (3)0
Replies (3)
OUTsurance's replyOfficial
03 Nov 2020, 15:14Good day Dirk, We fully understand your concern and frustration. We escalated the matter to Lindie our legal manager who contacted you to address your concerns and to discuss the 3rd party claim in detail. We know it may seem that we are trying to dupe you however we can assure you we will always do the right thing. 3rd party cover attaches to the person and not to the risk being insured. Our policy wording specifically states - What is not covered under Liability to other people? Liability which is covered by any other insurance.
You would need to claim through your own insurance for the liability cover, we will cover the damages to your wife’s vehicles. If your wife was the incident driver, we would cover her damages as well as damages to the 3rd party if it was identified that your wife was indeed at fault. We do apologise for the inconvenience this may have caused you. Regards, OUTsurance
You would need to claim through your own insurance for the liability cover, we will cover the damages to your wife’s vehicles. If your wife was the incident driver, we would cover her damages as well as damages to the 3rd party if it was identified that your wife was indeed at fault. We do apologise for the inconvenience this may have caused you. Regards, OUTsurance
OUTsurance's reply03 Nov 2020, 15:14
Official
Good day Dirk, We fully understand your concern and frustration. We escalated the matter to Lindie our legal manager who contacted you to address your concerns and to discuss the 3rd party claim in detail. We know it may seem that we are trying to dupe you however we can assure you we will always do the right thing. 3rd party cover attaches to the person and not to the risk being insured. Our policy wording specifically states - What is not covered under Liability to other people? Liability which is covered by any other insurance.
You would need to claim through your own insurance for the liability cover, we will cover the damages to your wife’s vehicles. If your wife was the incident driver, we would cover her damages as well as damages to the 3rd party if it was identified that your wife was indeed at fault. We do apologise for the inconvenience this may have caused you. Regards, OUTsurance
You would need to claim through your own insurance for the liability cover, we will cover the damages to your wife’s vehicles. If your wife was the incident driver, we would cover her damages as well as damages to the 3rd party if it was identified that your wife was indeed at fault. We do apologise for the inconvenience this may have caused you. Regards, OUTsurance
DR
Dirk R's updateReviewer Update
06 Nov 2020, 21:53Hi Outsurance
You do not fully understand, so do not say that you do. Please go listen to the recorded message between me and Lindie, you will realize that she agrees with me that if she was in my shoes, she would also have felt “duped” as you call it. When my wife got the policy, she enquired whether I am covered, the answer was yes. When I reported the claim, your advisor Mary also told me that I am covered and sent me the claims details to pass on to the third party. Lindie agreed with me to the extent that she specifically told me “I will discuss your case with management again and get back to you”. She never came back to me, instead left Outsurance leaves a cold reply to my ongoing enquiry on a Hello Peter. I couldnt believe that this was how you concluded my claim, so I waited a week for somebody to call me. Is this how you handle customers? To conclude a claim with a generic reply on a website? Nobody has the nerve to call me, cause none of your employees can face the truth of how you cheated me and my family on this policy.
As I also told Lindie, I cannot argue legally that you have a small script indemnity that cheats all your customers who believe they are fully comprehensively insured. Therefore my review and warning to the world. We are a typical family with two cars and two insurance policies, our situation represents the majority of your customer base and therefor I am not exposing a scenario that will happen once in a blue moon, I am exposing Outsurance to the entire country, as you will cheat hundreds if not thousands of thousands households this way.
The problem here remains that every person with a licence is covered under the policy to start off with, under 25’s an extra excess payment exists. Now because I drove my wife's car and had a small accident, you want to penalize me on two policies, two excess payments to be paid, two non claims bonuses and two claims histories affected and worst thing ever, increasing two policies monthly payments/costs for a single accident.
You have not only ill advised my household at the time of signing on to the policy, you have also ill advised me at the time of registering the claim and even your legal advisor understands and agrees with my logic.
Two months later, after fixing my wife’s car and already having paid the excess payment, you call me to tell me that you will not process the other parties claim?
I do not care that you have it in small writing, I do not care that you are entitled to punish me into the ground, when I needed you the most, I do not care if you get another 10 people to call me and have me explain my heart felt situation over and over. I will tell the world how after after all the questions asked when signing up and registering claims, Outsurance will still find a legal way out of covering the household under a fully comprehensive plan, when the husband or wife has another insurance policy on a different vehicle.
Please do not punish your staff for not agreeing with your company’s ways, as they need their jobs in these difficult economic times. Please do not punish your customers that loyalty pay you huge amounts every month for peace of mind, as they are the ones whom built your company to where it is today. And please do not publish the public by sweeping this under the matt, as they do not deserve to the emotional and financial distress and legal worries, when they have entrusted a company to be their safety net regardless of the monthly fee they have to sacrifice.
To place your trust into a company and sacrifice a huge financial installment every month is not easy, however it remains a necessity as anything can happen any day. What happened to me was only a small accident and I am lucky that nobody was even injured or hurt. When this happens and you have done everything to ensure that you are covered, then realize you were “duped” is horrible. Imagine if the accident was worse, as most are! Imagine the financial and emotional consequences were greater and Outsurance were not there for the public, as they expected them to be. It would be an injustice for me not to tell the world my story and warn every family/household out there of the company procedures and small script loopholes that will let them down when needed the most. Outsurance is not a safety net, it shouldn’t be sold as one.
Kind regards
Dirk van Rensburg
You do not fully understand, so do not say that you do. Please go listen to the recorded message between me and Lindie, you will realize that she agrees with me that if she was in my shoes, she would also have felt “duped” as you call it. When my wife got the policy, she enquired whether I am covered, the answer was yes. When I reported the claim, your advisor Mary also told me that I am covered and sent me the claims details to pass on to the third party. Lindie agreed with me to the extent that she specifically told me “I will discuss your case with management again and get back to you”. She never came back to me, instead left Outsurance leaves a cold reply to my ongoing enquiry on a Hello Peter. I couldnt believe that this was how you concluded my claim, so I waited a week for somebody to call me. Is this how you handle customers? To conclude a claim with a generic reply on a website? Nobody has the nerve to call me, cause none of your employees can face the truth of how you cheated me and my family on this policy.
As I also told Lindie, I cannot argue legally that you have a small script indemnity that cheats all your customers who believe they are fully comprehensively insured. Therefore my review and warning to the world. We are a typical family with two cars and two insurance policies, our situation represents the majority of your customer base and therefor I am not exposing a scenario that will happen once in a blue moon, I am exposing Outsurance to the entire country, as you will cheat hundreds if not thousands of thousands households this way.
The problem here remains that every person with a licence is covered under the policy to start off with, under 25’s an extra excess payment exists. Now because I drove my wife's car and had a small accident, you want to penalize me on two policies, two excess payments to be paid, two non claims bonuses and two claims histories affected and worst thing ever, increasing two policies monthly payments/costs for a single accident.
You have not only ill advised my household at the time of signing on to the policy, you have also ill advised me at the time of registering the claim and even your legal advisor understands and agrees with my logic.
Two months later, after fixing my wife’s car and already having paid the excess payment, you call me to tell me that you will not process the other parties claim?
I do not care that you have it in small writing, I do not care that you are entitled to punish me into the ground, when I needed you the most, I do not care if you get another 10 people to call me and have me explain my heart felt situation over and over. I will tell the world how after after all the questions asked when signing up and registering claims, Outsurance will still find a legal way out of covering the household under a fully comprehensive plan, when the husband or wife has another insurance policy on a different vehicle.
Please do not punish your staff for not agreeing with your company’s ways, as they need their jobs in these difficult economic times. Please do not punish your customers that loyalty pay you huge amounts every month for peace of mind, as they are the ones whom built your company to where it is today. And please do not publish the public by sweeping this under the matt, as they do not deserve to the emotional and financial distress and legal worries, when they have entrusted a company to be their safety net regardless of the monthly fee they have to sacrifice.
To place your trust into a company and sacrifice a huge financial installment every month is not easy, however it remains a necessity as anything can happen any day. What happened to me was only a small accident and I am lucky that nobody was even injured or hurt. When this happens and you have done everything to ensure that you are covered, then realize you were “duped” is horrible. Imagine if the accident was worse, as most are! Imagine the financial and emotional consequences were greater and Outsurance were not there for the public, as they expected them to be. It would be an injustice for me not to tell the world my story and warn every family/household out there of the company procedures and small script loopholes that will let them down when needed the most. Outsurance is not a safety net, it shouldn’t be sold as one.
Kind regards
Dirk van Rensburg
DR
Dirk R's update06 Nov 2020, 21:53
Reviewer Update
Hi Outsurance
You do not fully understand, so do not say that you do. Please go listen to the recorded message between me and Lindie, you will realize that she agrees with me that if she was in my shoes, she would also have felt “duped” as you call it. When my wife got the policy, she enquired whether I am covered, the answer was yes. When I reported the claim, your advisor Mary also told me that I am covered and sent me the claims details to pass on to the third party. Lindie agreed with me to the extent that she specifically told me “I will discuss your case with management again and get back to you”. She never came back to me, instead left Outsurance leaves a cold reply to my ongoing enquiry on a Hello Peter. I couldnt believe that this was how you concluded my claim, so I waited a week for somebody to call me. Is this how you handle customers? To conclude a claim with a generic reply on a website? Nobody has the nerve to call me, cause none of your employees can face the truth of how you cheated me and my family on this policy.
As I also told Lindie, I cannot argue legally that you have a small script indemnity that cheats all your customers who believe they are fully comprehensively insured. Therefore my review and warning to the world. We are a typical family with two cars and two insurance policies, our situation represents the majority of your customer base and therefor I am not exposing a scenario that will happen once in a blue moon, I am exposing Outsurance to the entire country, as you will cheat hundreds if not thousands of thousands households this way.
The problem here remains that every person with a licence is covered under the policy to start off with, under 25’s an extra excess payment exists. Now because I drove my wife's car and had a small accident, you want to penalize me on two policies, two excess payments to be paid, two non claims bonuses and two claims histories affected and worst thing ever, increasing two policies monthly payments/costs for a single accident.
You have not only ill advised my household at the time of signing on to the policy, you have also ill advised me at the time of registering the claim and even your legal advisor understands and agrees with my logic.
Two months later, after fixing my wife’s car and already having paid the excess payment, you call me to tell me that you will not process the other parties claim?
I do not care that you have it in small writing, I do not care that you are entitled to punish me into the ground, when I needed you the most, I do not care if you get another 10 people to call me and have me explain my heart felt situation over and over. I will tell the world how after after all the questions asked when signing up and registering claims, Outsurance will still find a legal way out of covering the household under a fully comprehensive plan, when the husband or wife has another insurance policy on a different vehicle.
Please do not punish your staff for not agreeing with your company’s ways, as they need their jobs in these difficult economic times. Please do not punish your customers that loyalty pay you huge amounts every month for peace of mind, as they are the ones whom built your company to where it is today. And please do not publish the public by sweeping this under the matt, as they do not deserve to the emotional and financial distress and legal worries, when they have entrusted a company to be their safety net regardless of the monthly fee they have to sacrifice.
To place your trust into a company and sacrifice a huge financial installment every month is not easy, however it remains a necessity as anything can happen any day. What happened to me was only a small accident and I am lucky that nobody was even injured or hurt. When this happens and you have done everything to ensure that you are covered, then realize you were “duped” is horrible. Imagine if the accident was worse, as most are! Imagine the financial and emotional consequences were greater and Outsurance were not there for the public, as they expected them to be. It would be an injustice for me not to tell the world my story and warn every family/household out there of the company procedures and small script loopholes that will let them down when needed the most. Outsurance is not a safety net, it shouldn’t be sold as one.
Kind regards
Dirk van Rensburg
You do not fully understand, so do not say that you do. Please go listen to the recorded message between me and Lindie, you will realize that she agrees with me that if she was in my shoes, she would also have felt “duped” as you call it. When my wife got the policy, she enquired whether I am covered, the answer was yes. When I reported the claim, your advisor Mary also told me that I am covered and sent me the claims details to pass on to the third party. Lindie agreed with me to the extent that she specifically told me “I will discuss your case with management again and get back to you”. She never came back to me, instead left Outsurance leaves a cold reply to my ongoing enquiry on a Hello Peter. I couldnt believe that this was how you concluded my claim, so I waited a week for somebody to call me. Is this how you handle customers? To conclude a claim with a generic reply on a website? Nobody has the nerve to call me, cause none of your employees can face the truth of how you cheated me and my family on this policy.
As I also told Lindie, I cannot argue legally that you have a small script indemnity that cheats all your customers who believe they are fully comprehensively insured. Therefore my review and warning to the world. We are a typical family with two cars and two insurance policies, our situation represents the majority of your customer base and therefor I am not exposing a scenario that will happen once in a blue moon, I am exposing Outsurance to the entire country, as you will cheat hundreds if not thousands of thousands households this way.
The problem here remains that every person with a licence is covered under the policy to start off with, under 25’s an extra excess payment exists. Now because I drove my wife's car and had a small accident, you want to penalize me on two policies, two excess payments to be paid, two non claims bonuses and two claims histories affected and worst thing ever, increasing two policies monthly payments/costs for a single accident.
You have not only ill advised my household at the time of signing on to the policy, you have also ill advised me at the time of registering the claim and even your legal advisor understands and agrees with my logic.
Two months later, after fixing my wife’s car and already having paid the excess payment, you call me to tell me that you will not process the other parties claim?
I do not care that you have it in small writing, I do not care that you are entitled to punish me into the ground, when I needed you the most, I do not care if you get another 10 people to call me and have me explain my heart felt situation over and over. I will tell the world how after after all the questions asked when signing up and registering claims, Outsurance will still find a legal way out of covering the household under a fully comprehensive plan, when the husband or wife has another insurance policy on a different vehicle.
Please do not punish your staff for not agreeing with your company’s ways, as they need their jobs in these difficult economic times. Please do not punish your customers that loyalty pay you huge amounts every month for peace of mind, as they are the ones whom built your company to where it is today. And please do not publish the public by sweeping this under the matt, as they do not deserve to the emotional and financial distress and legal worries, when they have entrusted a company to be their safety net regardless of the monthly fee they have to sacrifice.
To place your trust into a company and sacrifice a huge financial installment every month is not easy, however it remains a necessity as anything can happen any day. What happened to me was only a small accident and I am lucky that nobody was even injured or hurt. When this happens and you have done everything to ensure that you are covered, then realize you were “duped” is horrible. Imagine if the accident was worse, as most are! Imagine the financial and emotional consequences were greater and Outsurance were not there for the public, as they expected them to be. It would be an injustice for me not to tell the world my story and warn every family/household out there of the company procedures and small script loopholes that will let them down when needed the most. Outsurance is not a safety net, it shouldn’t be sold as one.
Kind regards
Dirk van Rensburg
OUTsurance's replyOfficial
10 Nov 2020, 10:01Good dat Dirk,
Thank you for your further feedback.
Elizna, Lindie's manager, contacted you to apologise for the lack of feedback. Elizna addressed your concerns regarding the 3rd party cover and she advised you this is the industry standard.
We do apologise for the disappointment.
Regards,
OUTsurance
Thank you for your further feedback.
Elizna, Lindie's manager, contacted you to apologise for the lack of feedback. Elizna addressed your concerns regarding the 3rd party cover and she advised you this is the industry standard.
We do apologise for the disappointment.
Regards,
OUTsurance
OUTsurance's reply10 Nov 2020, 10:01
Official
Good dat Dirk,
Thank you for your further feedback.
Elizna, Lindie's manager, contacted you to apologise for the lack of feedback. Elizna addressed your concerns regarding the 3rd party cover and she advised you this is the industry standard.
We do apologise for the disappointment.
Regards,
OUTsurance
Thank you for your further feedback.
Elizna, Lindie's manager, contacted you to apologise for the lack of feedback. Elizna addressed your concerns regarding the 3rd party cover and she advised you this is the industry standard.
We do apologise for the disappointment.
Regards,
OUTsurance