SK
Sivuyile K
1 reviews | Active since May 2020
28 Oct 2024, 14:56
Rejected claim not full educated about the risks.
Regarding claim ref *** lodged a claim for my Apple Ultra 2 watch when I took out the insurance I was never advised that my claim will be declined due to them not pro rating it, I was not told should anything happen to my stuff I will not be covered, I learnt today that MY CLAIM WILL BE REJECTED BECAUSE THE ADVISOR NEVER EXPLAINED FULLY TO ME THE EXCLUSION SO TO SAY, I WOULD LIKE TO CLOSE THIS POLICY BECAUSE THEY NEVER EDUCATE SOMEONE TO MAKE A BETTER DECISION FOR SUCH CASES.
Helpful (0)
Replies (4)0
Replies (4)SK
Sivuyile K's updateReviewer Update
28 Oct 2024, 16:54I hope so, I hope you take this as a lesson also to properly equip the staff to be open to educate and advise on how to make a better-informed decision, that is looking after your customer. I was not educated better as to where I am standing with my updated policy had it been properly relayed, I would have maybe thought of the risks and weigh them properly, but I couldn't. It is the 3rd time I am facing such frustration with you guys.
SK
Sivuyile K's update28 Oct 2024, 16:54
Reviewer Update
I hope so, I hope you take this as a lesson also to properly equip the staff to be open to educate and advise on how to make a better-informed decision, that is looking after your customer. I was not educated better as to where I am standing with my updated policy had it been properly relayed, I would have maybe thought of the risks and weigh them properly, but I couldn't. It is the 3rd time I am facing such frustration with you guys.
SK
Sivuyile K's updateReviewer Update
29 Oct 2024, 13:40Ref Number *** on the email trail, Spoke with Angel regarding my claim.
Sad thing is that all this information required now from me was not requested when I was adding the Items. The agent displayed no empathy, I am already frustrated and she makes me feel worse. Please train the staff properly.
Sad thing is that all this information required now from me was not requested when I was adding the Items. The agent displayed no empathy, I am already frustrated and she makes me feel worse. Please train the staff properly.
SK
Sivuyile K's update29 Oct 2024, 13:40
Reviewer Update
Ref Number *** on the email trail, Spoke with Angel regarding my claim.
Sad thing is that all this information required now from me was not requested when I was adding the Items. The agent displayed no empathy, I am already frustrated and she makes me feel worse. Please train the staff properly.
Sad thing is that all this information required now from me was not requested when I was adding the Items. The agent displayed no empathy, I am already frustrated and she makes me feel worse. Please train the staff properly.
OUTsurance's replyOfficial
01 Nov 2024, 12:32Good afternoon Sivuyile,
Further to our private reply, on receipt of your complaint, our claims team have reviewed your claim and provided you with feedback.
The claim was initially rejected as the loss happened prior to cover being active.
A decision was made to assist as a once off benefit, which has been discussed with you.
We apologise for the misunderstanding.
Regards,
The OUTsurance Team
Further to our private reply, on receipt of your complaint, our claims team have reviewed your claim and provided you with feedback.
The claim was initially rejected as the loss happened prior to cover being active.
A decision was made to assist as a once off benefit, which has been discussed with you.
We apologise for the misunderstanding.
Regards,
The OUTsurance Team
OUTsurance's reply01 Nov 2024, 12:32
Official
Good afternoon Sivuyile,
Further to our private reply, on receipt of your complaint, our claims team have reviewed your claim and provided you with feedback.
The claim was initially rejected as the loss happened prior to cover being active.
A decision was made to assist as a once off benefit, which has been discussed with you.
We apologise for the misunderstanding.
Regards,
The OUTsurance Team
Further to our private reply, on receipt of your complaint, our claims team have reviewed your claim and provided you with feedback.
The claim was initially rejected as the loss happened prior to cover being active.
A decision was made to assist as a once off benefit, which has been discussed with you.
We apologise for the misunderstanding.
Regards,
The OUTsurance Team
SK
Sivuyile K's updateReviewer Update
20 Jul 2026, 11:16 I am writing to formally lodge a complaint regarding the decision to decline any further cover on my policy following claims that I believe were valid and submitted in accordance with the terms and conditions of my agreement.I am concerned that the decision to discontinue my cover appears to have been based solely on the fact that I exercised my right to claim for covered events. Despite my attempts to engage with your organisation and request that my cover be maintained, my concerns were not adequately considered, nor was I provided with a satisfactory explanation for the decision.The consequences of this decision have had a significant negative impact on me. In particular:
- My application for further cover was declined despite my previous compliance with policy requirements.
- The decision has adversely affected my standing and profile with the relevant credit or insurance bureau.
- I have now been negatively listed, which has caused prejudice to my ability to obtain financial products and services.
- Review the decision to decline my cover.
- Provide a detailed written explanation for the decision.
- Investigate the basis upon which any adverse bureau listing was made.
- Correct or remove any inaccurate or unfair information reported to the bureau.
- Advise what steps can be taken to reinstate my cover or otherwise resolve this matter fairly.
SK
Sivuyile K's update20 Jul 2026, 11:16
Reviewer Update
I am writing to formally lodge a complaint regarding the decision to decline any further cover on my policy following claims that I believe were valid and submitted in accordance with the terms and conditions of my agreement.I am concerned that the decision to discontinue my cover appears to have been based solely on the fact that I exercised my right to claim for covered events. Despite my attempts to engage with your organisation and request that my cover be maintained, my concerns were not adequately considered, nor was I provided with a satisfactory explanation for the decision.The consequences of this decision have had a significant negative impact on me. In particular:
- My application for further cover was declined despite my previous compliance with policy requirements.
- The decision has adversely affected my standing and profile with the relevant credit or insurance bureau.
- I have now been negatively listed, which has caused prejudice to my ability to obtain financial products and services.
- Review the decision to decline my cover.
- Provide a detailed written explanation for the decision.
- Investigate the basis upon which any adverse bureau listing was made.
- Correct or remove any inaccurate or unfair information reported to the bureau.
- Advise what steps can be taken to reinstate my cover or otherwise resolve this matter fairly.