PATHETIC OUTsurance

The manner in which OUTsurance handles claims is ********* and absolutely ridiculous. After being involved in an accident, I was told in a mere 8 hours that my vehicle was assessed to be a write off. Not a single comparative assessment or quote for repairs was provided. They failed to provide any explanation to the write off process or provided alternative options. They did not inform me that I has the decision to go ahead with a write off. Additionally they did not openly and freely provide any information regarding attending the auction at which I would have the opportunity to purchase my vehicle After months of paying exorbitant premiums and liable for an excess, OUTsurance clearly does not have the clients best interest at heart. Before even confirming or accepting the decision of “write off” the vehicle was taken to a salvage/s**** yard, without my consent. On arriving to inspect the vehicle, it is parked in the sun, exposed to all the elements. With perfectly intact vehicle parts laying on the road, not stored safely in the vehicle They do not provide the same conditions for my vehicle as they expect when allocating my vehicle cover, such as undercover parking in a safe access control locked yard. But merely subject my vehicle, which is STILL LEGALLY UNDER VALID INSURANCE COVER, to sub-standard conditions. The premium amount which was deducted at the beginning of the month is now paying for a vehicle that is no longer in my possession, no longer under the secure circumstances under which that premium was calculated for. It is not stipulated in any signed agreement that the salvage ratio is a mere 43% as opposed to a fair 60%. In fact, at no point during the discussion of the insurance quote, was a salvage ratio mentioned. Logically a vehicle should only be deemed unsalvageable if more than 50% of the vehicle is damaged. This salvage ratio does not allow the client to make a co-payment to be liable for a portion of the expenses. The decision to write off the vehicle was made with only one assessor and one damage repair quote, without any consultation or agreement from the client According to section 3 labelled Vehicle in the personal policy document it clearly states that “the OUsured value noted on your schedule is the maximum amount we will pay for any claim” with absolutely no mention of salvage ratios or economic impact. It is clearly stated in the damage report that the vehicle is simply “uneconomical” to repair, but not in any way unfit to drive. The policy schedule clearly states the OUTsurance is liable to pay any claim to the OUTsured value of the vehicle, in this case, the market value. It doesn’t in any clause state anything regarding economics of repairing the vehicle. As my insurer, OUTsurance has the professional responsibility to act in my best interest. This includes providing transparent and detailed information based on the policy schedule. This also means providing comparative assessments of the vehicles damages from at least 3 assessors, as well as providing quotes from three competitive panel beaters. OUTsurance only provides a quote from Eldan Auto, a notoriously known expensive panel beater. I categorically state that I do not agree to writing off the vehicle. OUTsurance has acted autonomously in deciding to write off my vehicle which is NOT their property. It is not their decision to make to send the vehicle to a salvage yard before settling the account with WesBank. I am appalled at this pathetic treatment and service. There is absolutely no transparency in the entire process. After being involved in an accident, you as a client are expected to hound them for details of the process of your claim and physically inspect the conditions to which they subject your INSURED vehicle. In a moment of vulnerability, a paying client should not be treated so poorly or taken advantage of. I demand the option to make the decision to write off the vehicle under legal advi*****t, after being provided with all the necessary information, which includes and is not limited to: • Retail value • Market value • Salvage ratio – which the client should be informed of before agreeing to the policy • A clear calculation as to how OUTsurance calculated any amounts provided • A clear explanation as to where the 43% salvage ratio was based on • The option of a copayment - an opportunity for the client to contribute financially to the repairs • 3 comparative assessments of damage – based on damages at the scene of the accident, not including the neglect the vehicle is subjected to at a salvage yard • 3 comparative competitive quotes for damage repair • Clearly state what is due to the client once the account is settled with WesBank, under who the vehicle is financed should I agree to the vehicle being written off • Please also provide clear documentation indicating that OUTsurance is responsible for settling the account, IN FULL, with WesBank

Furthermore, I find the way they dealt with my complimentary car hire, pathetic. The vehicle hire was arranged with Avis 48 hours in advance. On arriving to Avis, I had to wait over 2 hours for a presumably booked vehicle. The vehicle in question was filthy, visibly dirt on the carpets, oily fingerprints on the window, sweet wrappers in the car and foul smelling. After driving it for a day, I had insect/flea/lice bites all over my neck. Especially during the COVID pandemic we are currently facing, I find it extremely unprofessional that the vehicle wasn’t cleaned let alone sanitized. In addition the vehicle was already past its mileage due for a service. On requesting a replacement, I was offered a manual vehicle, when both OUTsurance and AVIS are aware I have an automatic drivers license. Such ******** procedures are horrifying. OUTsurance made no attempt to follow up on whether or not I received or was satisfied with my complimentary car. I am a qualified medical professional currently working on the frontline. I find the overall treatment, service and process disgusting. I pay exorbitant premiums every single month, without complaint or fuss. After such a traumatic incident I deserve to be treated with respect and provided the service owed to me. Both OUTsurance and AVIS need to be held to higher standard