NG
Nomvula G
1 reviews | Active since May 2016
03 Mar 2020, 11:21
Outsurance ********* Sales agent sold me the wrong policy and now they are stalling my requests!!!!!!!
I took short term insurance with Outsurnace and told the consultant that I wanted a Comprehensive cover quote. The consultant gave me a high premium and I declined their offer. The consultant called me again the following morning to ask me if I had found a better quoted and told her that I did. She said that she can reduce my premium without compromising my policy.
A few months later trying to do a claim, I was told that I have an essential cover and that I would have to top up from my own pocket. I refused to do so and asked them to listen to the calls and they confirmed that I was misled and sold the wrong policy. All this time my vehicle wasn't fully covered and I wasn't aware of this.
I then asked them to cancel the claim and requested for the recordings so that I can lodge a complaint with the Ombudsman. I also asked for my refund that I had to fight for. I was given the run around with refund for my premiums and recordings. 3 weeks later I haven't been assisted, I have to call them every day to nag for assistance. Now I was told that my premiums will be refunded at the end of the month.
I had to take another insurance policy to ensure that my vehicle is fully covered and had to pay money that wasn't budgeted for. Why must I wait for for a month to get what is rightfully due to me?
They say all the right things on their tv ads but when it comes to delivery they do the opposite. So my question is " don't you teach their consultants about honesty and integrity?" Why are you misleading people that work very hard for their money?
Helpful (0)
Replies (3)0
Replies (3)
OUTsurance's replyOfficial
06 Mar 2020, 09:55Hello Nomvula
We appreciate your feedback, although very concerning.
Our claims manager, Lerato contacted you and provided you with further updates after the relevant calls you had with us, were audited.
It was confirmed our advice was incorrect from the onset and to have aggravated matters further, we did not assist you with ensuring the refund amount was paid into your account right away.
Weliswa from our client care department contacted and assisted you and Lerato has been providing you with further feedback on your requests.
You have our sincere apologies for the chain of events which gave rise to your much warranted unhappiness.
Regards
OUTsurance
We appreciate your feedback, although very concerning.
Our claims manager, Lerato contacted you and provided you with further updates after the relevant calls you had with us, were audited.
It was confirmed our advice was incorrect from the onset and to have aggravated matters further, we did not assist you with ensuring the refund amount was paid into your account right away.
Weliswa from our client care department contacted and assisted you and Lerato has been providing you with further feedback on your requests.
You have our sincere apologies for the chain of events which gave rise to your much warranted unhappiness.
Regards
OUTsurance
OUTsurance's reply06 Mar 2020, 09:55
Official
Hello Nomvula
We appreciate your feedback, although very concerning.
Our claims manager, Lerato contacted you and provided you with further updates after the relevant calls you had with us, were audited.
It was confirmed our advice was incorrect from the onset and to have aggravated matters further, we did not assist you with ensuring the refund amount was paid into your account right away.
Weliswa from our client care department contacted and assisted you and Lerato has been providing you with further feedback on your requests.
You have our sincere apologies for the chain of events which gave rise to your much warranted unhappiness.
Regards
OUTsurance
We appreciate your feedback, although very concerning.
Our claims manager, Lerato contacted you and provided you with further updates after the relevant calls you had with us, were audited.
It was confirmed our advice was incorrect from the onset and to have aggravated matters further, we did not assist you with ensuring the refund amount was paid into your account right away.
Weliswa from our client care department contacted and assisted you and Lerato has been providing you with further feedback on your requests.
You have our sincere apologies for the chain of events which gave rise to your much warranted unhappiness.
Regards
OUTsurance
NG
Nomvula G's updateReviewer Update
06 Mar 2020, 13:36Please don't patronise me!
Not only did your sales agent sell me a wrong policy but she also **** and said that the tracker is already included on the premium.
Lerato only intervened after dealing with more than 5 Outsurance reps/managers who kept on over-promising. They put my hopes up by proposing to fix my car and told me that I would have had to upgrade to a Comprehensive cover. Even after I cancelled my claim, they offered to fix it but I told them that I had already declared that I haven't claimed from my previous insurers. I asked Nicky to cancel the claim because of the dishonesty & lies. I did this the 1st time I found out that I was underinsured and misled. I gave her strict instructions to cancel my policy, so nothing was processed. Lerato said that she would call me back but didn't give me feedback regarding that.
So please don't get me started on how many times I had to call Outsurance for feedback and assistance. I only received the refund because I lodged a complaint on Hello Peter, that is why I was assisted with the urgent refund. It is a shame that we have to involve 3rd parties to be treated fairly.
I did tell Lerato that I am unhappy and I am in the process of lodging a complaint with the Ombudsman. I don't understand why they are refusing to remove the rejected claim ON MY PROFILE because I never claimed. It is *********, unfair and very disgusting! There is a Consumer Protect Act that clearly stated that business should have fair marketing and business practices. Unfortunately, Outsurance failed to honour that part.
I requested for recordings and they require passwords that were not sent on the recording attachments and I still feel like it is a stalling strategy. Apologies won't fix my car or cover for the financial constraints that you'll have caused me. We see all these nice ads on tv about your products but when it comes to delivery it is the opposite. I will not rest or let this slide until you sort this mess out. We also have tv programs and radio shows that fight for consumer rights. I will go there if I have to.
If there is anyone who is reading this review and can help me to expose Outsurance please contact me.
Not only did your sales agent sell me a wrong policy but she also **** and said that the tracker is already included on the premium.
Lerato only intervened after dealing with more than 5 Outsurance reps/managers who kept on over-promising. They put my hopes up by proposing to fix my car and told me that I would have had to upgrade to a Comprehensive cover. Even after I cancelled my claim, they offered to fix it but I told them that I had already declared that I haven't claimed from my previous insurers. I asked Nicky to cancel the claim because of the dishonesty & lies. I did this the 1st time I found out that I was underinsured and misled. I gave her strict instructions to cancel my policy, so nothing was processed. Lerato said that she would call me back but didn't give me feedback regarding that.
So please don't get me started on how many times I had to call Outsurance for feedback and assistance. I only received the refund because I lodged a complaint on Hello Peter, that is why I was assisted with the urgent refund. It is a shame that we have to involve 3rd parties to be treated fairly.
I did tell Lerato that I am unhappy and I am in the process of lodging a complaint with the Ombudsman. I don't understand why they are refusing to remove the rejected claim ON MY PROFILE because I never claimed. It is *********, unfair and very disgusting! There is a Consumer Protect Act that clearly stated that business should have fair marketing and business practices. Unfortunately, Outsurance failed to honour that part.
I requested for recordings and they require passwords that were not sent on the recording attachments and I still feel like it is a stalling strategy. Apologies won't fix my car or cover for the financial constraints that you'll have caused me. We see all these nice ads on tv about your products but when it comes to delivery it is the opposite. I will not rest or let this slide until you sort this mess out. We also have tv programs and radio shows that fight for consumer rights. I will go there if I have to.
If there is anyone who is reading this review and can help me to expose Outsurance please contact me.
NG
Nomvula G's update06 Mar 2020, 13:36
Reviewer Update
Please don't patronise me!
Not only did your sales agent sell me a wrong policy but she also **** and said that the tracker is already included on the premium.
Lerato only intervened after dealing with more than 5 Outsurance reps/managers who kept on over-promising. They put my hopes up by proposing to fix my car and told me that I would have had to upgrade to a Comprehensive cover. Even after I cancelled my claim, they offered to fix it but I told them that I had already declared that I haven't claimed from my previous insurers. I asked Nicky to cancel the claim because of the dishonesty & lies. I did this the 1st time I found out that I was underinsured and misled. I gave her strict instructions to cancel my policy, so nothing was processed. Lerato said that she would call me back but didn't give me feedback regarding that.
So please don't get me started on how many times I had to call Outsurance for feedback and assistance. I only received the refund because I lodged a complaint on Hello Peter, that is why I was assisted with the urgent refund. It is a shame that we have to involve 3rd parties to be treated fairly.
I did tell Lerato that I am unhappy and I am in the process of lodging a complaint with the Ombudsman. I don't understand why they are refusing to remove the rejected claim ON MY PROFILE because I never claimed. It is *********, unfair and very disgusting! There is a Consumer Protect Act that clearly stated that business should have fair marketing and business practices. Unfortunately, Outsurance failed to honour that part.
I requested for recordings and they require passwords that were not sent on the recording attachments and I still feel like it is a stalling strategy. Apologies won't fix my car or cover for the financial constraints that you'll have caused me. We see all these nice ads on tv about your products but when it comes to delivery it is the opposite. I will not rest or let this slide until you sort this mess out. We also have tv programs and radio shows that fight for consumer rights. I will go there if I have to.
If there is anyone who is reading this review and can help me to expose Outsurance please contact me.
Not only did your sales agent sell me a wrong policy but she also **** and said that the tracker is already included on the premium.
Lerato only intervened after dealing with more than 5 Outsurance reps/managers who kept on over-promising. They put my hopes up by proposing to fix my car and told me that I would have had to upgrade to a Comprehensive cover. Even after I cancelled my claim, they offered to fix it but I told them that I had already declared that I haven't claimed from my previous insurers. I asked Nicky to cancel the claim because of the dishonesty & lies. I did this the 1st time I found out that I was underinsured and misled. I gave her strict instructions to cancel my policy, so nothing was processed. Lerato said that she would call me back but didn't give me feedback regarding that.
So please don't get me started on how many times I had to call Outsurance for feedback and assistance. I only received the refund because I lodged a complaint on Hello Peter, that is why I was assisted with the urgent refund. It is a shame that we have to involve 3rd parties to be treated fairly.
I did tell Lerato that I am unhappy and I am in the process of lodging a complaint with the Ombudsman. I don't understand why they are refusing to remove the rejected claim ON MY PROFILE because I never claimed. It is *********, unfair and very disgusting! There is a Consumer Protect Act that clearly stated that business should have fair marketing and business practices. Unfortunately, Outsurance failed to honour that part.
I requested for recordings and they require passwords that were not sent on the recording attachments and I still feel like it is a stalling strategy. Apologies won't fix my car or cover for the financial constraints that you'll have caused me. We see all these nice ads on tv about your products but when it comes to delivery it is the opposite. I will not rest or let this slide until you sort this mess out. We also have tv programs and radio shows that fight for consumer rights. I will go there if I have to.
If there is anyone who is reading this review and can help me to expose Outsurance please contact me.
OUTsurance's replyOfficial
11 Mar 2020, 16:02 Good day Nomvula,
Thank you for your further feedback.
Lerato contacted you to address your concerns and to discuss the reason why the claim needs to be noted. She informed you that if you don't proceed with the claim then we will remove the claim from your profile due to your overall poor experience.
You informed Lerato you would get back to her with your feedback and then we will finalise the matter.
Regards,
OUTsurance
Thank you for your further feedback.
Lerato contacted you to address your concerns and to discuss the reason why the claim needs to be noted. She informed you that if you don't proceed with the claim then we will remove the claim from your profile due to your overall poor experience.
You informed Lerato you would get back to her with your feedback and then we will finalise the matter.
Regards,
OUTsurance
OUTsurance's reply11 Mar 2020, 16:02
Official
Good day Nomvula,
Thank you for your further feedback.
Lerato contacted you to address your concerns and to discuss the reason why the claim needs to be noted. She informed you that if you don't proceed with the claim then we will remove the claim from your profile due to your overall poor experience.
You informed Lerato you would get back to her with your feedback and then we will finalise the matter.
Regards,
OUTsurance
Thank you for your further feedback.
Lerato contacted you to address your concerns and to discuss the reason why the claim needs to be noted. She informed you that if you don't proceed with the claim then we will remove the claim from your profile due to your overall poor experience.
You informed Lerato you would get back to her with your feedback and then we will finalise the matter.
Regards,
OUTsurance