PATHETIC DISGUSTING SERVICE

Below e-mail was sent to the CEO of OUTSURANCE Danie Matthee and copied to all parties concerned on 08/04/2022, Today 12/04/2022 @ 10h53 and still no response. Now honestly if the CEO cannot reply to his client, can we expect anything else from his staff. Apparently all avenues should be exhausted before contacting the Ombudsman, does this not justify all avenues exhausted??? Would appreciate some guidance and advice here guys, my contact details Faizal Shaik Mastan, ***, *** Good Day Sir,

I do hope this mail finds you well. And I sincerely do hope you could assist me urgently.

I am a client of you(Outsurance), AND NEVER IN MY ENTIRE LIFE HAVE I EXPERIENCED SUCH POOR POOR SERVICE FROM ANY COMPANY, Until currently from Outsurance.

For you to have the understanding of my disappointment/frustration/anger,

My vehicle was taken in on the 11 January 2022, My contact person was Carly(Outsurance), I was advised the claim is approved and my vehicle would be repaired. Vehicle was sent to N4 AutoCraft, I voiced my concern to Carly, of N4 Autocraft and their poor reviews on social media.

Initially the damage was the fusebox, which I was communicated to is now out of production. I was told a used part would be sourced. Which was done, hence I asked the below questions, 1. Is it an original BMW part? 2. What guarantee do I have? 3. When will I get my vehicle back Response received, 1. Yes 2. None 3. Don’t know This is totally unacceptable when an authorized service provider cannot guarantee his workmanship???

I had to call N4 Autocraft myself to get progress report of my vehicle. They would only send automated watsapp , this too only after I spoke to Nadia(N4 Autocraft) of their lack of communication. Unfortunately Nadia could not give me answers on my vehicle. She did promise to get the workshop manager to call me. TWICE To date I have not received a call from N4 Autocraft workshop manager???

Summarized below, 11/01/2022 – vehicle taken 31/01/2022 – supplier notified N4 Autocraft of part discontinued 08/02/2022 – used fusebox sourced 10/02/2022 – automated message vehicle in stripping bay 15/02/2022 – automated message vehicle in stripping bay 15/02/2022 – emailed my above mentioned concerns/questions 16/02/2022 – received above mentioned responses/answers 16/02/2022 – emailed above mentioned concerns that was not answered 25/02/2022 – sent a follow up email for the concerns again as there was no response from Outsurance and N4 Autocraft, to date still no response? 28/02/2022 – Nadia(N4 Autocraft) asks for authorization for fitment of used fusebox 15/03/2022 – Sinky(Outsurance) gives the authorization 15 DAYS LATER?????????? 24/03/2022 – Receives report from BMW 25/03/2022 – N4 Autocraft send report to Sinky(Outsurance) 25/03/2022 – I send follow up mail to Outsurance team, N4 email report 25/03/2022 – Carly(Outsurance) states awaiting Sinkys team for authorization 28/03/2022 – Carly (Outsurance asks for status of vehicle from N4 Autocraft), still awaiting status? 31/03/2022 - receive a call from Charles(Outsurance), said his here to assist and resolve the issue. He also stated the vehicle needs an alternator and he will Personally sign and get the alternator for the vehicle. He also promised to get back to me by end of business 31/03/2022. He never did call that day. 06/04/2022 – received second call from Charles(Outsurance), now I am told his waiting report from N4 Autocraft, and that N4 Autocraft has a deadline until 11h00 the 07/04/2022. After which he will confirm with if N4 Autocraft will complete my vehicle of if the vehicle will be sent to another service provide. As I type this mail, Charles has still not called.( I told Charles it just cannot be the alternator, they need to ascertain the extent of the damage that was caused.

I am a client of Outsurance, N4 Autocraft has been appointed by yourselves. However I am the one that has to deal with poor service and incompetence and empty promises.

You have people like Sinky that decides 15 days later to make a decision, in the interim that added 15 days has cost me money. And yet again, its another 15 days from 25/03/2022, and still awaiting Sinky and team to authorize. That is incompetence in my book. You have people like Charles that promises to call back with answers, and does not. I even called his line and left a message to call back. He has not. Where is the customer service that Outsurance boldly advertises? Best car insurance company 2020, I guess the likes of Sinky and Charles where not part of your team back in 2020.

To date I have paid my insurance diligently every month. Even now when I do not have my vehicle for the past three(3) months I have still paid my monthly insurance. And this is the service I receive. I have also humbly requested a courtesy vehicle, due to the length of time my vehicle is in the workshop, not even an assistance in that regards.

There is an old saying, CUSTOMERS ARE KING, and should be treated like one. Outsurance has just changed that whole concept, for me. Personally I have been treated like *** by Outsurance and will advise accordingly.

Apologies on the phrases and words, however if you would only understand how angry I am with the service I have received.

Faizal Mastan, A very very unhappy customer of Outsurance