Poor service even from the manager

<p>We are Outsurance clients for many many years and were very satisfied with their service until this last couple of weeks. We were so satisfied with our personal portfolio that we moved our business insurance to Outsurance.</p> <p>BUT that ended the last month with no service from the sale reps (consultant), team leader and even the manager Mr Bennie van der Vyver.</p> <p>It all started at the beginning of April 2017 when I wanted to add a caretaker residence to our business portfolio. I spoke to the consultant and immediately realised that there is a problem immerging. I can unfortunately not remember the person’s name. After we have added the residential property the consultant gave me an indication of the revised premium. The amount quoted was higher that our existing premium plus the amount quoted for the house. I questioned the amount but the consultant was unable to explain the difference.</p> <p>He in turn referred the matter to his team leader Rose. She informed me that the system flagged the property to be inspected by one of the inspectors. I immediately agreed and met Mr Gerald Meyer on site. He did his investigation. We discussed the items on the schedule including the higher amount for the business premises.</p> <p>About a week later I had to call Rose a number of times and leave messages for her to return my call as outsurance does not provided direct numbers of their consultants or team leaders.</p> <p>Rose confirmed all the “issues” with Mr Meyer (I am not aware of any) and agree to revert back to me regarding the increased amount. The annual insurance and premium rerate took place in October 2016 with the effective date 1 December 2016. But now for no apparent reason Outsurance has increased the premium on the initial coverage with another 28 %. Rose still could not explain this increase to me.</p> <p>After various attempts to get hold of her after this encounter I insisted on talking to her manager. On Thursday morning 4 May 2017 I spoke to Mr Bennie van der Vyver. I explained everything to him and he agreed to investigate and revert back to me before the end of business on that day. That never happened. I also requested Mr Van der Vyver to ignore the request to add the residential property to the portfolio and to continue with the insurance that was in place before my call, but at the premium as set out in the rerate notification.</p> <p> I mailed Mr van der Vyver on Monday 8 May 2017 asking for feedback. Again no reply. Yesterday I called Mr van der Vyver’s direct number, which he gave to me on the 4th of May. The call went to the call centre and not to his PA as he said would happen if he is not in the office.</p> <p>Beside the fact that Rose specifically indicated that the insurance cover will not change until I confirm that I accept the schedule and that she will put it on hold, Outsurance deducted an extra amount equal to 85% of our premium at the beginning of May. </p> <p>A consultant from short term insurance (Ben) called me back. He told me that Mr Van der Vyver was admitted to hospital on the 4th of May. He said he can’t help me but will send a message to Mr van der Vyver. About half an hour later another consultant Prisilla called me back and said that Mr Van der Vyver asked her to call me and to inform me that he is in a meeting, he knows what went wrong and will call me as soon as he is out of the meeting.</p> <p>It is a day later and still no call from Mr Van der Vyver.</p> <p>It is clear that the amounts added to one’s policy are just random amounts that “the system” decides on that specific day. For an example on our business policy we were charges R 10,21 for geyser coverage for an amount of R 10 000,00. With the revised policy a premium of R 38,12 is charged for the same coverage. Quoted on the residential property for the same geyser coverage at a premium of R 105,93. This for the same geyser in the same town. How is that possible ? </p> <p>Sorry to say but I am of the opinion that Outsurance are chasing numbers but forget about their existing clients.</p>