Outsurance terrible service and poor service delivery

I want to lodge a complaint with Outsurance regarding the awful service we have been getting regarding the above claim.

When the tornado happened on Wednesday night 10 July, we lodged an immediate emergency call on your app. A gentleman, called Marco called back and assured us that the assessor will be at our house at 7 am Thursday morning. During the course of the night, we again spoke to Marco who again assured us of the assessor coming to our house on Thursday morning at 7am. It is now 3 x 7am’s and we are still waiting.

We were told that an assessor would be assigned to us within 24 to 48 hours, but it has still not happened and it is now weekend and we have to leave our house in this unsafe miserable condition till Monday because apparently emergencies do not warrant weekend work for assessors.

An Outsurance assessor came to our opposite neighbour’s house, who only had a small hole in his roof, during the day. Why did he not attend to us as well ?

Outsurance was informed timeously ????? Why would you waste resources, as you now have to send out an assessor all the way to Wynberg again? Is there no methodology to determine priority in terms of risk and severity of incidents/damage?

Even though our ceilings were waterlogged and could have caved in any minute, the Emergency Repair Team could only do repairs yesterday(Friday 12 July) meaning we had to secure our roof and broken windows ourselves as best we could on Thursday night(11 July) to prevent even more damage which we spent over R1000.00 on materials alone.

W P Construction came to do emergency repairs to our roof yesterday(12 July 2024), and re-secured the plastic we put over the broken windows but the house is still not secure, and the heavy rain forecasted from when the incident happened well into next week as well as ******** elements could render the tarpaulins/plastic sheets useless as they are heaving with water and could be collapsed with little force, any minute, drenching our home with more water and giving ********s an opportunity for mischief. Although we are grateful that Outsurance has approved an AirBNB quote, my Son has to stay in the house alone while the house is in this state, as leaving it unattended will most likely be detrimental as stated.

The glazing company came yesterday to measure up the windows and said that they will have to get approval from you first before they can put in new windows. They mentioned about 3 days till it is done. I imagine it is the same with the assessor, with it taking time for approval and repairs to start. In the meantime it is miserably cold with the rain and wind, and mouldy air/conditions in the house.

Your telecall ladies repeatedly tells us the same stories about the volume of claims. This morning we were told that your assessors do not work on weekends and

Our damage will only be assessed next week. TOTALLY UNACCEPTABLE !!!!!!!!!!!!!!!!!!!!!!!!!!!!! Telling us that they sent people down from Gauteng to assist with emergency claims assessments

means nothing if they don’t work weekends…. What does emergency mean then ???? How can they be of any use if they now take off two days whilst we as valuable longstanding

Clients are suffering the aftermath ? We cannot clean up, glass is everywhere, the place is in chaos - until the damage is assessed. NOW WHAT !! And we dare not touch anything as we know the Assessor will look for any loopholes not to pay us out on the damage occurred.

Outsurance needs some sort of methodology to deal with these urgent matter.

Your reputation as the best in the business is hollow and meaningless. I am deeply troubled and very, very unhappy.

Zatoon Nessa Abed