1 reviews | Active since Sept 2021
Quick to take my money, but claim is standing still
Two weeks ago, they attempted to ***** my car and left it broken; not able to drive. So I stood next to the road alone and phoned emergency roadside assistance.
I later learned that the number they provide for emergency roadside assistance is actually just the claims department. So where I wanted quick service, as I was standing alone next to the road, I was helped by a claim advisor that had no sense of urgency.
During the conversation, I was asked questions I felt was unnecessary and unprofessional. My type of treatment at a medical facility is not relevant to my claim. I reported this and was contacted by Rosey Dausi. She noted my concerns and said it will be dealt with and finalised the survey file. She added that if I needed further assistance with my claim, I can call or email her.
Then it took Outsurance a week to just book my car into a panel beater. Not only did it take a week to book my car, they also booked it into a different panel beater than discussed telephonically - which means my car is far from the area I live in.
Due to this delay, I tried contacting Rosey Dausi, but with no success. It's another week later and she still hasn't rep**** to my email. I've also tried phoning but I've never been able to reach her. We've left messages, asking that she will phone us back, but no one gets back to us.
When I phone the panel beater, they just say they don't know when they will be done. How is it possible that no one can answer my questions or give me clarity on my claim? And why is it being delayed?
Like I've mentioned, we've phoned Outsurance numerous times but I'm just getting ignored.
You're quick to take my money but slow with (actually, no) communication.
Your current claims experience is concerning and certainly not the level of service we usually deliver.
Lerato our client liaison manager contacted you to address your concerns and she discussed the recourse with you. We have waived your excess and we will address the service transgressions accordingly. Our client liaison team will remain in contact with you up until the matter has been finalised.
We do apologise for your poor claims experience.
Regards,
OUTsurance
Your current claims experience is concerning and certainly not the level of service we usually deliver.
Lerato our client liaison manager contacted you to address your concerns and she discussed the recourse with you. We have waived your excess and we will address the service transgressions accordingly. Our client liaison team will remain in contact with you up until the matter has been finalised.
We do apologise for your poor claims experience.
Regards,
OUTsurance
However, I'm saddened by the fact that Outsurance appoints unequipped contractors like CH van Zyl Panel Beaters. I will rather pay my excess and get good service in the future. My car has been with them for almost three weeks and I'm still waiting. I understand it can take time to get the parts etc, but any reputable business should be able to give you an estimated completion time. And if something goes wrong that extends that specific date, you contact the client saying you've hit a snag and provide a new estimated completion time.
Only after I complained on Hello Peter, did they suddenly get the parts. Coincidence? Only to find out that their auto technician is not equipped to do the job which led them to send my car to Volkswagen - which they also failed to inform me about.
I found out that they sent my car after receiving a phone call from Volkswagen regarding the work that needs to be done; placing me in the position of handling my claim.
CH van Zyl panel beater continues to fail in providing me information and a completion time. You cannot keep responding with, "We don't know when we'll be done."
However, I'm saddened by the fact that Outsurance appoints unequipped contractors like CH van Zyl Panel Beaters. I will rather pay my excess and get good service in the future. My car has been with them for almost three weeks and I'm still waiting. I understand it can take time to get the parts etc, but any reputable business should be able to give you an estimated completion time. And if something goes wrong that extends that specific date, you contact the client saying you've hit a snag and provide a new estimated completion time.
Only after I complained on Hello Peter, did they suddenly get the parts. Coincidence? Only to find out that their auto technician is not equipped to do the job which led them to send my car to Volkswagen - which they also failed to inform me about.
I found out that they sent my car after receiving a phone call from Volkswagen regarding the work that needs to be done; placing me in the position of handling my claim.
CH van Zyl panel beater continues to fail in providing me information and a completion time. You cannot keep responding with, "We don't know when we'll be done."
We fully understand your concern and frustration. Our procurement team will address this with the service provider.
We can confirm that your vehicle is ready for collection.
Regards,
OUTsurance
We fully understand your concern and frustration. Our procurement team will address this with the service provider.
We can confirm that your vehicle is ready for collection.
Regards,
OUTsurance