Poor service

Item: OUTsurance
Rating: 1
Author: Canuel M

On the 18 November 2021, A consultant from Accident panel and Paint send Outsurance an email with quotation and pictures of the damages. The vehicle was invoice in an accident and was taken to this repairer by Outsurance. The vehicle was repaired and we collected the vehicle. While driving the vehicle, we notice the patrol gauge is not working and ultimately the stucked three times on different dates and had to be towed on all this occasions. We then took the vehicle to the repairer and notified them of the problem. The repairer inspected the vehicle and find out the petrol tank was badly damaged including the floor panels due to the forklift used when lifting the vehicle from storage to a truck when taken to the repairer. Pictures and a quotation was send to outsurance on the 18 November 2021 and to date, the problem is not solved and the vehicle is not usable. We contacted Outsurance many times to get them to authorized the quotation for the repairs but we are told they have referred it to the assessor and now is over three weeks without response. We email and call daily but we are told to wait for the assessor who is no show to date. This the worse for for of service I have never experience anywhere.

Helpful (0)

Replies (2)

Canuel M's updateReviewer Update

09 Dec 2021, 15:01

Yesterday I received a call from a person who identified himself as the Claim Manager at Outsurance. He apologized and promise to sort the problem and commit will have resolution same day which was yesterday but nothing happened and no one bothered to call or email us with the update or feedback. This morning I email them for feedback and again, there was no response until I call in to inquire and a consultant answered and promise to send an email to a person dealing with the claim. Two hours later, I received an email from Lebohang advising that they have send an email to the repairer asking for a quotation. Remember the repairer send them the quotation and pictures on the 18 November 2021 and today they are sending an email to the repairer asking for the quotation which is in their possession for over three weeks. As that was not shocking enough, the email goes to say, we will send SMD an email once we received the quotation from the repairer so that they can advise how they plan to settle the cost. So as the client, we must wait on SMD to decide how they will settle the cost. Mind you, we have no policy or relations with SMD and do not know how their processes work or have an interest on how SMD functions. This is a very poor service and a reckless response you can give to the client. A logical thing to do was to get the vehicle fixed and then claim refund from SMD and not make the client wait. I am really appall by their responses and they way they are handling this matter. They complicating a very simple matter which makes me wonder if there is leadership at Outsurance.

Canuel M's update09 Dec 2021, 15:01

Reviewer Update

OUTsurance's replyOfficial

15 Dec 2021, 11:51

Good day Canuel,

We take much pride in our service delivery so it was concerning to read about your poor claims experience.

After responding privately to your review, we escalated the matter for urgent attention.

Lebo our client liaison manager contacted you to address your concerns and to discuss the claim in detail. We can confirm that a service provider has been appointed to attend to the repair work of the vehicle.

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

Regards,
OUTsurance

OUTsurance's reply15 Dec 2021, 11:51

Official