JP
J P
1 reviews | Active since Sept 2014
20 Aug 2025, 09:40
Poor customer service
I am very disappointed at the poor customer service from the Home Assist/Help@Out department.
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Replies (1)
OUTsurance's replyOfficial
08 Sept 2025, 15:03Good day J Panday,
Further to our initial private response, our Claims Manager, Kabelo, contacted you to assist with your complaint.
Further to our initial private response, our Claims Manager, Kabelo, contacted you to assist with your complaint.
Please note that our Emergency Department covers only the call-out fee and labour costs. The replacement of components such as springs or the gate motor falls outside this scope and would need to be processed as a formal claim, as it requires a specialist. Kabelo has explained this in detail, and we understand that you have appointed a private service provider to assist.
We apologise for any misunderstanding and inconvenience this may have caused.
Regards,
The OUTsurance Team
The OUTsurance Team
OUTsurance's reply08 Sept 2025, 15:03
Official
Good day J Panday,
Further to our initial private response, our Claims Manager, Kabelo, contacted you to assist with your complaint.
Further to our initial private response, our Claims Manager, Kabelo, contacted you to assist with your complaint.
Please note that our Emergency Department covers only the call-out fee and labour costs. The replacement of components such as springs or the gate motor falls outside this scope and would need to be processed as a formal claim, as it requires a specialist. Kabelo has explained this in detail, and we understand that you have appointed a private service provider to assist.
We apologise for any misunderstanding and inconvenience this may have caused.
Regards,
The OUTsurance Team
The OUTsurance Team