Poor, Horrible servic and *********** staff

<p>To whom it may Concern:</p> <p>I want to complain about the recent events that took place regarding the service with Outsurance.</p> <p>I have a policy with Outsurance (OT ********** 6- VW Polo tsi) And my husband has a policy with Outsurance (OT ********** 6- Chevrolet Utility) .These are two separate policies being loaded as two separate debit orders.</p> <p>On Sunday 15 November 2016 around 11:45, I had an emergency where I needed a two truck and a locksmith to be dispatched as I had lost my car keys. I was dealing with a consultant by the name of Johan who I informed that I cancelled my policy on 10 October 2016 but that I have cover upto 24 October and I have proof that I have cover until then. Johan initially told me I have two free tows on my facility and that I could use the benefit. After 15 minutes he called me back to state that the system shows I cancelled my policy on the 10th October and that there was a refund made to me therefore they cannot assist me. At this stage I was furious because I had not received any refunds and I had proof of my cover until the 24th October and asked to speak to his manager. Johan had informed me that I need to pay the towing and the locksmith myself from my own funds and once the investigation is complete they will refund my money. I was really unhappy about this because I was not willing to pay money from my pocket for cover that I know I have. I then spoke Grace ( Johan's manager) who then explained to me that they cannot listen to the recordings as only the Client care department can assist with listening to the recordings and that the Client care department does not operate on Sundays. She informed me that she logged a request for the recordings to be listened to on Monday 16 October 2016.</p> <p>In the meantime she opened the request at 1:06pm the reference number was 691620. The vehicle that needed the emergency was my VW polo which I clearly stated on the recording. I also told Grace and Johan that I received no refunds on my policy and also did not agree to receive any refunds on my policy when I cancelled my policy on 10 October 2016. However my husband had received a refund on his policy.</p> <p> </p> <p>At around 2 pm, I was assisted. The Locksmith and the tow truck arrived and I had my vehicle towed home due to the decision that Grace made to assist me and that I would send her the document stating I have cover until 24th October 2016. I at this stage still have a need to have my vehicle towed to the dealership to get a new set of keys for my Polo VWP.</p> <p> </p> <p>On Monday 17 October @ 9:54 am I sent an email to Grace on ********** to provide her with proof of my policy. I received no feedback from her and when I called in I was told that I should call on Friday because Grace next shift starts on Friday at 7am. i also explained my need to the consultant who told me that i need to call when i need the towing service once the keys are ready.</p> <p>Today at 7am i call Outsurance and ask to speak to Johan- who i was told was on a call and that Grace was busy. I eventually kept on speaking to a consultant by the name of JP. who told me that he needs to get back to me.</p> <p>When JP calls me back he tells me that this whole situation is messed up. and that he cannot assist me because Outsurance already towed the Chevrolet. i was very so angry at this stage because it meant that Outsurance captured the information for Sundays event incorrectly. The vehicle that was towed on Sunday was the Polo TSI which told JP. Jp then told me that it 24-48 hours at client care to investigate and i explained that it is unacceptable. The investigation was meant to take place on Monday 17 October and should then have been finalized already.</p> <p>Long and short- i am unhappy with Outsurance,I am still waiting for someone to call me and my vehicle needs to be towed this morning as i was without a vehicle for the whole week. I have moved my policies to Momentum and i am happy i did. Because if Outsurance is struggling to make sense of their systems and their own records then i doubt they would be able to assist me in a claim.</p> <p> </p> <p> </p>