OUTSURANCE WORSE INSURANCE - especially their liability insurance

I have been with Alexander Forbes for many years. Then for our business we were offered OUTsurance liability claim. At Alexander Forbes the process was so easy and pleasant. I can see this company is catering for the lower end. We had two incidents where we needed their expertise to handle an incident and it was shocking. This is how OUTsurance responds to clients:

• When you call your broker you always feel like a ******** and they stop you and say they want to record you. Really bad customer service • We never had any reply from anyone after we presented them with paperwork • We had to follow up a few times and after a month they said they are now giving us an assessor. • The assessor made all kinds of promises. He said that he will go to the client and deal with him to see what was the damages. • Then they have another story they do not need to go and send an assessor we are their client • By then the client was so aggressive saying what kind of insurance do we have that no assessor came to see him • The assessor’s tone is aggressive, and personal and defensive • Till today this assessor never went to our client • Incident nr 2. We had to present a file on what happened. They took weeks to come back to say they cannot pay out. This after no assessor was sent out. • When we disputed the claim – they suddenly had someone call my partner to say they will go this afternoon – no one ever went • We asked legally to hear the recording of our first sign up – till this day nothing was ever sent to us • All of these companies in South Africa covers themselves and when it is your right to ask for your own correspondence they just ignore you • Legally it is our right to dispute why they not paying out as their reasoning was very random and would be twisted in a generic way not to commit to the claim • They offer embarrassing services on business level – and left us out to dry while have to face a very angry client. (hence we took the liability insurance) • They never communicate on email that shows any commitments • We demanded our letter of not wanting to pay out – and after a few days a generic letter was sent not being very specific • When you pin them down then cleverly they will tell you, we would have paid out if you took that extra cost on your premium • Their reports are generic to cover them legally • Their staff is untrained and in comparison to other insurance, uncultured

As a business owner I realised that most companies, this specific insurance are milking us but legally have it covered in such a way not to pay out.

I would definitely not recommend OUTsurance to anyone and you might not experience them in this shocking way as we did, unless you a homeowner, who never claims and holding your breath for that little payment they pay you back, but still making loads of money out of you. But the moment you need them to pay out - you might face the same situation as we did. Pure frustration and given the runaround constantly with no correspondence.