DM
Danique M
1 reviews | Active since Oct 2025
20 Oct 2025, 15:17
OUTsurance using second hand and alternative parts in my car. Disgusting service.
I am extremely disappointed with OUTsurance! My whole family is with them, and this is the first time we claim. They refuse to put OEM parts in my BMW. They insist on putting second hand and alternative parts in my car. After stating that this will have a negative impact on my cars value, they just do not care! The person that was their point of contact was very poor in communicating! It has taken them weeks to get to a point, all the while I am without a vehicle. Such poor service! Please never use them.
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OUTsurance's replyOfficial
23 Oct 2025, 13:00Good day Danique,
Thank you for bringing your concerns to our attention.
Our claims manager, Letso, contacted you to address your concerns. The NFO has given approval for all insurers to use 2nd hand or alternative parts in vehicles that are out of their factory warranty period. This will only be for cosmetic parts only. Safety critical parts will always be OEM parts. Your vehicle will be repaired to specifications.
The poor service delivery has been addressed internally.
We do apologise for your experience with us.
Regards,
The OUTsurance Team
Thank you for bringing your concerns to our attention.
Our claims manager, Letso, contacted you to address your concerns. The NFO has given approval for all insurers to use 2nd hand or alternative parts in vehicles that are out of their factory warranty period. This will only be for cosmetic parts only. Safety critical parts will always be OEM parts. Your vehicle will be repaired to specifications.
The poor service delivery has been addressed internally.
We do apologise for your experience with us.
Regards,
The OUTsurance Team
OUTsurance's reply23 Oct 2025, 13:00
Official
Good day Danique,
Thank you for bringing your concerns to our attention.
Our claims manager, Letso, contacted you to address your concerns. The NFO has given approval for all insurers to use 2nd hand or alternative parts in vehicles that are out of their factory warranty period. This will only be for cosmetic parts only. Safety critical parts will always be OEM parts. Your vehicle will be repaired to specifications.
The poor service delivery has been addressed internally.
We do apologise for your experience with us.
Regards,
The OUTsurance Team
Thank you for bringing your concerns to our attention.
Our claims manager, Letso, contacted you to address your concerns. The NFO has given approval for all insurers to use 2nd hand or alternative parts in vehicles that are out of their factory warranty period. This will only be for cosmetic parts only. Safety critical parts will always be OEM parts. Your vehicle will be repaired to specifications.
The poor service delivery has been addressed internally.
We do apologise for your experience with us.
Regards,
The OUTsurance Team