Quick to sell, but Poor service delivery

After my last report on Outsurance (and the same claim), i decided to remove it since they tried to convince me that the service will improve...this report will remain, since it actually became worse!

If i could give less stars, it would be an option. Been waiting 2 weeks for Outsurance to settle my claim, and still they dont have an answer for me.

Our wide format printer, being the main income source for our business, broke due to accidental damage. After submitting our claim, it took Outsurance 4 days to send someone to asses the damage.

The person, sent by Outsurance (a 3rd party company) who came to assess the printer, had absolutely no idea what a wide format printer is, "he came to asses 2x a Konica Minolta Copiers", which is day and night difference from Mimaki Wide Format printers... but still keeping his confidence when he assessed the wide format printer, requesting me to remove the enclosed print heads to assess the damage on them. If he had any clue, he would have know that this is not something you just remove and check like your small desktop printers, only a trained technician can do this. Yet still he pursued, he pulled out his ***** driver and decided to remove covers in an attempt to remove the heads...but failed, after realizing this will not succeed.

After completing his report he informed me that it might take 3 days to complete the report, because they have to download the manual for the printed, to find out why the damage occurred on the machine... SERIOUSLY, i thought you are trained, hence being outsourced by Outsurance,.?!?!

It has been a week after the assessment, every time i phone Outsurance, i get told that they are still waiting on the report from the 3rd party company, Sylvex who did the assessment, to send them the report. Apparently the director has to sign it off.

My question, sice when does Outsurance use unskilled 3rd party assessors to do this type of work, delaying business and allowing their customers businesses to stand still because of such incompetence? Every day my business stands still, i am losing R1000's in orders and refunding customers who are expecting their order to be completed. I have had to outsource majority of orders to be able to deliver my customers orders, costing me nearly R100 000 - R150 000 so far. Surely i must be able to claim for financial damage to my business and its reputation!?

This is truly disappointing! They are quick to increase premiums or to call you for added products, but when service delivery is involved,,, it becomes a mess!