Outsurance - You got it wrong this time

In late November 2021, the roof of my granny cottage collapsed. This after a week before I had a new roof erected over the old borer infected one.

I duly lodged a claim with Outsurance. An engineer was dispatched to my property to carry out an impartial investigation. Upon the completion of his inspection, he informed me that the collapse was due to borer infection. Although I knew this was not true and I was not aware that I needed to engage in a discussion with him but rather with Outsurance, I decided to wait for the opportunity to discuss the outcome of his findings.

Outsurance then informed me that my claim was rejected based on the engineers findings. I then launched a dispute and provided a receipt for the purchase of new rafters and photographic proof of the new rafters when they were removed (after the collapse). The dispute advisor, Tracey Grobler then emailed me the report of the engineer (which I was disputing) and that was the end of the discussion.

I am terribly disappointed with this outcome as I am being truthful and honest in my claim, yet this is being perceived as if it is my fault. The reason for having cover is exactly for this reason should something go wrong but Outsurance is absolving themselves from paying out.

I have been a loyal client with Outsurance for over a decade and I have also been recommending family and friends to insure with Outsurance. In view of my latest experience my perspective has changed and I would warn those prospective clients, please beware of what can happen to you if you have cover with Outsurance or are considering becoming a client.

I am now looking at cancelling my policy and going with another insurer. Shame on you!!!!!