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TN
Taryn N

1 reviews | Active since Aug 2019

08 Aug 2019, 12:23

Pathetic Service

I had an accident on the 2nd June 2019. I'm insured with Outsurance. My claim was processed and the car was taken to Silver Lakes Auto Clinic. I spoke to the manager Brandon who said that they need to do a report as they found additional damages on the car. Apparently they were sourcing second hand parts and once they had all the parts it would take 2 weeks to fix my car. On the 25th of June Brandon said that my car would be ready by the end of the following week. On the 1st July I was told that there was a delay on the rear axle as Outsurance said it had to be brand new and that they were waiting on arrival time. On the 9th of July I was told the part would be delivered the following week. On the 30th July I was told that my car would be ready that Friday the 2 August. When I sent him a message that morning I was told my car will not be ready as they needed to get it tested in Pretoria West. I then contacted Outsurance and spoke to a lady Terry Ritchie who was very helpful. I was promised that my car would be ready the following week. The owner Jose contacted me and promised latest the car would be ready was Wednesday. Yesterday I was told that the car is not ready and will be done today. I followed up this morning and am now told that my car will not be ready. This is really inconvenient and I am frustrated with service from the panel beater. Terry called me and we had a conference call with Brandon and he said that he is looking at next week Tuesday for the car to be ready. I'm tired of them promising that my car will be ready and fail to deliver. I really feel like it's not fair that I still have to pay an excess yet I am the one that had to get alternate transport and am still without my car 10 weeks later.

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Replies (8)
OUTsurance
OUTsurance's reply13 Aug 2019, 11:52
Official
 Good day Taryn,

Your complaint was naturally very worrying and we immediately escalated the matter to Lebo our client liaison manager. Lebo contacted you to provide you with proper feedback and he also informed you we have waived your excess due to the poor experience.

We will remain in contact with you up until your vehicle is ready for collection.

We sincerely apologise for the frustration as well as the inconvenience caused.

Regards,
OUTsurance
TN
Taryn N's update13 Aug 2019, 12:04
Reviewer Update
Good Day,

Yes I did receive a call from Lebo on Thursday. Terry Ritchie has also been calling me everyday to keep me informed. We were told on Thursday by Brandon that the car was going in yesterday for checks and wheel alignment. When Terry called me at 16:20 yesterday she could not get a hold of the owner Jose or Brandon. This morning they told Terry that the car is going in today at 12 which means that it was not done yesterday as stipulated. Really not sure what the issue is? Terry offered me car rental which still does not solve the issue. She also said that there was an assessor sent out. I would like to know when my car will be ready as this is ridiculous now?

Regards,
Taryn Naidoo
TN
Taryn N's update14 Aug 2019, 14:56
Reviewer Update
Good Day,

I received an email at 7:30am this morning from Terry at Outsurance saying my car will be ready at 3 30pm today. I again got a call from Terry 1:24pm to say that I can collect the car this afternoon. I have made arrangements to leave work early to fetch my car. I now got a call from Brandon the panel beater at 2: 18pm to say that the assessor is not going out today as there is other work to be done and that my car will not be ready today. How can I have confirmation from both parties that the car will be done today and then an hour before I am suppose to pick the car up, I get a call saying it will not be ready? I called Terry at Outsurance and she confirmed that the car will not be ready as the assessor wants a report of the wheel alignment. I have been told since last week that the car was going in for wheel alignment. Everyday is a different excuse.
I am now at a point where I am done dealing with the panel beater and Outsurance and will be going to the Ombudsman.
OUTsurance
OUTsurance's reply14 Aug 2019, 15:57
Official
Good day Taryn,

This is totally unacceptable. You have been given the run around and the lack of proper communication between all parties is of utmost concern.

We will get to the bottom of this ASAP.

So sorry for the terrible claim experience.

Regsrds,
OUTsurance
TN
Taryn N's update06 Sept 2019, 15:26
Reviewer Update
Good Day,
I got my car back 2 weeks on the Thursday afternoon. On the Sunday I noticed a light on the dashboard came on. I took a photo of it. There was also a knocking noise coming from the front of my car and my lights were not focused properly. I emailed Outsurance and called the panel beater who fetched my car on Monday and was brought back on Tuesday. This morning I heard a noise as I was driving and pulled over. My bumper was loose and was dragging as I drove. I turned around and came back home. I then called Jose the owner of the panel beater who fetched my car at 8am. I emailed Terry at Outsurance with the photo and told her what happened. I got a call from Jose to say that I need to do another claim as the left hand side of my bumper is damaged. Terry also called me at 2pm to say the same thing and that she will follow up with the manager Brandon and call me back. I am the only driver of the vehicle. I do not understand how the bumper can just get damaged. Something is off here. I have had endless issues with getting my car back and it is still not 100%. I will not be putting in a second claim as I did not damage the bumper. I am not prepared to pay the excess as if the car was fixed properly I wouldn't have had any further issues. Terry called me again now to say that they will send the assessor out on Monday. This is really frustrating.
OUTsurance
OUTsurance's reply11 Sept 2019, 15:56
Official
Good day Taryn,

We confirm that our assessor has seen your vehicle and your vehicle will be repaired to your satisfaction. 

A proper quality check will be done to ensure your vehicle is 100% prior to collection.

Regards,
OUTsurance


TN
Taryn N's update12 Sept 2019, 14:17
Reviewer Update
Good Day,

I was told that a second claim needs to be put in and the excess will be wavered as the fault was from the service provider. I didn't understand why I needed to put in a second claim but Terry explained that the claim would be over the threshold. Howard from Outsurance called and we did a claim on Tuesday. The assessor was sent out and my car will be fixed. I received a call from Howard now stating that he needs to make me aware of a disclaimer that I am now a high risk client as I have multiple claims. This is incorrect as if your service provider fixed my car properly the first time I would not have any issues. This is unacceptable as it impacts my claims history. I am highly upset and if this is not rectified I will be going to the Ombudsman.
OUTsurance
OUTsurance's reply19 Sept 2019, 10:58
Official
Good day Taryn,

Thank you for your further feedback. 

We have addressed the matter with you, the 2nd claim will not affect your profile.

Regards,
OUTsurance