RESOLVING CLAIM

I registered two claims with Outsurance on 29 March 2926 due to an accident that occurred at my home. The vehicle claim was processed and resolved.

The building claim is the claim that Outsurance just don't want to get finalized and next Friday 29 May 2026y it will be two months since the claim was registered.

Background

After the building claim was registered the assessor contacted me and visited my home. The claim was for the garage door that was damaged due to the accident. The assessor assessed the damage and he told me that Outsurance will replace the bottom panel of the garage as it will have to be build by an appointed service provider. I rep**** that it is no problem for me as long as the re-builded panel does not differ from the rest of the garage door panels, specifically the pattern of the garage door panels. He rep**** in his own words" It is Outsurance's responsibility to put the client back in the same place as he was before the accident happened."

A service provider was appointed and I was told that it will take an estimate of 3 weeks before the bottom panel will be delivered and installed. I did not have a problem to wait. So, I waited patiently.

Eventually I was contacted by the appointed service provider for the installation of the new garage bottom panel. The panel was installed and when I got home I inspected the panel. I immediately saw a difference in the bottom panel versus the panels of the rest of the garage door.

I phoned the service provider immediately and he told me that he informed Outsurance of the risk involved by only replacing one panel of the garage door and not a whole new garage door. I reported my issue with the newly installed panel to Outsurance.

Never at any time did I demand or request a whole new door. My problem with this whole issue is that the bottom panel differs from the rest of the garage door and the fact that I stay in an estate is also a matter of concern.

Eventually Outsurance send someone to assess the newly installed garage door panel. He agreed with me on the difference of the panel pattern from the pattern of the rest of the garage door and even showed me another difference . He informed me that he will provide feedback to Outsurance.

After that I phoned Outsurance more than once to find out what's going on as currently, the newly installed bottom panel is not painted, which means that the wood has no protection against the sun and/or weather. I raised this concern to the Outsurance assistant and she understood my concern.

Eventually this outstanding issue with my claim was escalated.

(Needless to say that Outsurance's mobile app does not get updated, so it is of no use to try and track your claim. Every time I, the client has to phone and find out what is going on with the claim.

On 21st May I send an e-mail to Outsurance w.r.t. this claim that does not get finalized and I mentioned in my e-mail that the purpose of my e-mail is to put it on record because I think I've been patient long enough.

Outsurance rep**** on the same day and apologise for the lack of feedback and that he has contacted the second service provider who came for the second opinion and was awaiting feedback from them. He will give me feedback the next day.

At 14:42 pm the next day, 22nd May, I indicated to the Outsurance Claims advisor that I'm still waiting for the feedback. At 17:19pm he responded that he is having trouble getting a hold of the assessor. AND THIS IS THE CURRENT STATUS.

I've been with Outsurance for many many years and this is the first time that I received such poor service from them. The lack of communication is very frustrating and what worries me most is the unpainted garage door and what could happen with it wile it is not painted.

On Friday, 22 May 2026 I received as whatsup message from the appointed service provider who installed the newly installed garage panel, asking when someone will be at home because he wants to send his team to paint the garage door panel. I responded to him that it cannot be painted because I'm still waiting for Outsurance for feedback what is going to be done w.r.t. the differentiation of the panels.

He rep**** that he is aware of it and he just wants to get the work done.

Either than this review I'm speechless. Just speechless. Very very poor service from such a well known insurance company.