Policy changed without written notice resulting in claim dispute

To date i have still not heard back from OUTsurance, after requesting for the call recordings which they advised will take 48 hours. then i get told 7 days, well 7 days have come and gone and still no feedback. When i phone i get pushed from pillar to post and they keep leaving messages for people to phone me back. I don't get phoned back and no one can give me answers as to why the policy was changed. they are quick to want to pay out and get rid of the problem.

• 25.01.2019 – get mail stating my policy premium will go up from R803.54 to R1173.18 (Comprehensive plan) • 26.01.2019 – sent mail stating I want to cancel • 28.01.2019 – I get the first phone call where they advised that they can reduce my premium to R498.61 and I specifically asked if everything stays the same as per my original plan, they stated yes • 28.01.2019 1:39pm – get sent a document that reads… “your total premium has been adjusted FROM 498.61 to 719.79 – incorrect should ready FROM 803.54 to R498.61 • 28.01.2019 1:42pm – get sent another document that says premium is now R498.61 but is on Essential plan • 28.01.2019 1:47pm – I send them a mail back asking why the document reads From 498.61 to R719.79 – I do not accept the document or their offer and advised that this was not what was discussed telephonically • 28.01.2019 2:10pm – I then sent mail stating that I will accept the R498pm premium (not knowing this was on essential plan) however the damaged vehicle payout here was R43 387 • 28.01.2019 06:08pm – I get sent another revised policy schedule that now reads Comprehensive plan at R769.36 – of which I get another phone call, this is after several phone calls on this day, where I then eventually said to them its fine I now accept this premium but will lodge a complaint about the service and confusion and mis-communication. At this stage I have had enough and advised the person that if this does not get sorted out then they must just cancel this insurance. He then advised that he will sort it out and get back to me.

I have not heard back from anyone since and now that I have had an accident, I am only to find out that my initial policy plan was changed from comprehensive to essential unknowingly, even after I specifically said or asked if it stays the same as my initial policy but with a lower premium.

Second problem, I have been issued now with two assessments for the repairs of which I am now questioning why they have changed the original items costs when in fact they only had to add in the additional missing items. To add when we did the first assessment at the assessment Centre, the assessor did a half ass job in assessing the car properly because it was raining. When this assessment came through we had questioned it because several items were left out. I then went to the preferred repairer and they re-assessed the damages, where we contacted Vincent the assessor to come up and meet with us as well to see where he had messed up his assessment. He apologized for his poor assessment done and we phone Outsuance and he advised them to send the assessment back and he will add in the addionals.

Now we get the second assessment and the original prices have been exorbitantly increased, I am questioning as to why that is? Surely they could have just added the missing items and kept the unchanged items the same.

25/02/2019 14:10pm phone again to speak to Zandie, she is not available and they will give her a message to call me back today. still waiting

at this rate i am going to post this to every social media platform available.