1 reviews | Active since Jan 2021
Pathetic claim and assessor experience with Outsurance
Has a small business owner Here's yet another pathetic claim experience with outsurance,I've recently moved my tools from my wife's contents policy to a brand new business all risk policy an unforeseen event had taken place where my dads bakkie was ****** with my machinery at the back off the bakkie in an inclosed high rised canopy with no viewing access what's so ever at the back with proper locking system including a double door locking system,when the bakkie was ****** the very second I was aware of it and had the case number with me I called outsurance business Dept and logged a claim the claim advisor was Melvin Abdol,who requested pictures,invoices,and a replacement quotation,within an hour I sent all required documents to him, he also advised me over a recorded line that the process takes max 3 working days ,the very next day he had called me up at 9am and advised his done with validation and explained to me that I will receive a pay out as his just sending it for authorization from his supervisor and he also assured me that it would be finalized today Tuesday the 26th. On he very same day at 2.30pm I called in as I hadn't received any communication from 9am I was put through to outsurance claims business Dept in which Melvin Abdol was on a call and another claims advisor had opened my policy and then informed me that it's now appointed to an assessor,which I was confused off and unaware off I took it upon myself to get in touch with the assessor Riaan Van Zyl as the advisor asked if I received an SMS or a call from him as he was appointed this claim in the morning I called him up no answer so I sent him an email to call me regarding my claim ,he had given me a call and explained that he will be validating the claim and he also disputed the assumption that Melvin Abdol gave me a time frame of 3 days ,Riaan has given me a new time frame of 5 working days starting from the day that he took over which was Tuesday the 26th.he advised he would be intouch with me the next day at 10am for a telephonic assessment interview he did call and requested all docs such as tracker report of the vehicle,the vehicle make,the vehicle registration, pictures and invoice of the machine,the vehicle info of the insurance which the vehicle was covered by,as well as the policy number of the insurance,my dad's identity number as well as photos of the property which the vehicle was ****** from after giving him all those documents,I had sent him an email as well requesting an email back to state he received the documents,I did not receive any mail so I took it upon my myself to WhatsApp him and ask for him to please let me know if he received the emails from myself he then replies to back in a very rude manner in which I did not reply and I've looked it . This morning being Thursday the 28th I received an email from him requesting an email from my dad to give him consent to check his insurance ,but I provided Riaan with all the necessary insurance information that he requested to call and view the policy,I called up Riaan to find out what's taking him so long to validate and why so much information as I already given him so much big information all of which he had asked for I felt as if he is taking bits and pieces of information to drag the process after I had told him this is an urgent matter as it's not a personal item it's business,I've got a recorded conversation of which he stops by rudly on the he call and starts to scream and speak to me and then I asked him if I'm going to have the same bad experience I had with outsurance the very first time he rep**** by saying "that depends on me "is this the type of customer service given to a customer of outsurance be it an old or new customer this is bull **** ,I have a full recording of which I will be posting of this call this morning on hello Peter and other social media grounds as this is utter bad customer experience and as an assessor I felt he is dragging this claim as it's not a complicated claim there is no way that I am not covered and I was already old validation was done by Me in Abdol who was only sending my claim through for authorization of a pay out but I guess my assessor is trying to save outsurance by trying to find ways to decline my claim I am very disappointed yet again with the way outsurance deals with clients when it comes to claims as if the outcome of our claims lays in the hands of your so called appointed assessor ,I requested to speak to Riaans manager by the name of David Rabie I was given two landline numbers none of which goes through I called in plenty times and I was told he will call me ASAP its now 2 and a half hours later and I've not heard from him I don't wish to speak to an assessor until a manager has called me .
No need to thank me for "patience"as I've run out of it waiting for you guys to delay my claim finding enough time to find reasons to decline my claim given the fact that this is a factual and valid claim.
When I first submitted this claim to the advisor Melvin Abdol ,he had given me a time frame of 3 working days to finalize this claim over a recorded line of which I have the recorded as my calls where recorded as well, there after I accepted the time frame of 3 days max to be finalized from there an assessor was appointed that I had no issue with and then the assessor by the name of Riaan Van zyl told me it will take max 5 working days which we are now on that fifth day .
I have provided him with all relevant and requested documentation, however my business is now on hold my work is now on hold just because of he delay and time management of outsurance and they staff,the only reason I took out a business policy with outsurance is because I was aware they are trust worthy and reliable insurance company but I think over time they have lost they values and customer service .
I've always doubted smaller insurance companies but I think it's always good to give the smaller companies a try as it's the big companies like outsurance who takes you for a really good ride,up until now I've been told by my assessor he cannot give me a time frame of when this claim will be finalized as his not speaking on a recorded line given the fact that I have a recorded conversation of him telling me this will be finalized in max 5 working days in which the fifth day has now ended .
All I can say is outsurance is giving me the impression that you guys are delaying to find ways to decline my claim.
No need to thank me for "patience"as I've run out of it waiting for you guys to delay my claim finding enough time to find reasons to decline my claim given the fact that this is a factual and valid claim.
When I first submitted this claim to the advisor Melvin Abdol ,he had given me a time frame of 3 working days to finalize this claim over a recorded line of which I have the recorded as my calls where recorded as well, there after I accepted the time frame of 3 days max to be finalized from there an assessor was appointed that I had no issue with and then the assessor by the name of Riaan Van zyl told me it will take max 5 working days which we are now on that fifth day .
I have provided him with all relevant and requested documentation, however my business is now on hold my work is now on hold just because of he delay and time management of outsurance and they staff,the only reason I took out a business policy with outsurance is because I was aware they are trust worthy and reliable insurance company but I think over time they have lost they values and customer service .
I've always doubted smaller insurance companies but I think it's always good to give the smaller companies a try as it's the big companies like outsurance who takes you for a really good ride,up until now I've been told by my assessor he cannot give me a time frame of when this claim will be finalized as his not speaking on a recorded line given the fact that I have a recorded conversation of him telling me this will be finalized in max 5 working days in which the fifth day has now ended .
All I can say is outsurance is giving me the impression that you guys are delaying to find ways to decline my claim.
Thank you for your further response.
David our claims manager has discussed the matter in detail with you and has explained the reason for the delay to you.
It was identified that there are two cases at SAPS for the same vehicle, David further advised that we will need to obtain clarity from SAPS regarding the above mentioned cases. Once this has been done, we will be in contact with you to finalise the matter.
Regards
OUTsurance
Thank you for your further response.
David our claims manager has discussed the matter in detail with you and has explained the reason for the delay to you.
It was identified that there are two cases at SAPS for the same vehicle, David further advised that we will need to obtain clarity from SAPS regarding the above mentioned cases. Once this has been done, we will be in contact with you to finalise the matter.
Regards
OUTsurance
because it was abandoned as the ********* could not locate the tracking device on the vehicle.
The second case that was the latest where the vehicle was ****** from a complete different address and was not recovered and the tracking device was recovered abandoned on the side of the road in a township if I'm not mistaken.
That's the reason I am insured under business all risk and I must say please work on your claim time frame as it's really disappointing.
because it was abandoned as the ********* could not locate the tracking device on the vehicle.
The second case that was the latest where the vehicle was ****** from a complete different address and was not recovered and the tracking device was recovered abandoned on the side of the road in a township if I'm not mistaken.
That's the reason I am insured under business all risk and I must say please work on your claim time frame as it's really disappointing.