1 reviews | Active since Jan 2022
Rotten service at Outsurance
I recently received such horrible service at Outsurance. It's nothing like their adverts where you always get something out. In this case all I got was sleepless nights, empty promises, endless grief and finally they rejected my claim after looking for loopholes for 3 weeks not to pay. It's outrageous, appalling and unacceptable and my claim was treated with zero urgency.
On the 16th of December 2021 our living room ceiling fell down and our gate motor stopped working after the storm. Some of our room ceilings were leaking too. We phoned Outsurance and logged a claim and they said they would send an assessor. They said lots of people's ceilings had collapsed due to the storm and we would have to wait our turn. The whole weekend went by and no sign of the assessor. On Monday the assessor finally phoned and said he had Covid. We waited a few more days and they finally sent another contracting company to do the assessment. When the assessor was done he promised to motivate and get Outsurance to speed things up so that they could start fixing everything. After numerous phone calls to Outsurance every day we were told that they had a huge backlog of claims and we had to wait. Christmas came and went and nothing.
Then our new assessor Sydney told us that they had to send another company to do a second assessment as they were not happy with the first. We agreed and the second company did the assessment. He also agreed to speed things up because it had been two weeks and our living conditions were becoming unbearable. We're in a pandemic and my brother couldn't even go out and find a job until everything is fixed.
New year came and went and still nothing. We requested several times that Outsurance send help@out to at least clear the fallen ceiling boards that were still hanging and preventing us from getting to the door. No one came.
Eventually after 3 weeks of phone calls and escalations and waiting for reports from the service providers office that was or wasn't sent, Sydney told us our claim is rejected as both contract companies had told them not to pay the claim as the people who had done our ceiling had done a bad job! Normally the person sent out to assess would tell us straight up if the insurance would not cover. Why would both these guys come in and tell us that they would fix everything once the insurance approves the claim and then go back and tell the insurance not to pay? It doesn't make sense.
Does Outsurance want us as clients to become builders now before they insure us? Lots of people's ceilings collapsed due to the storm regardless of how well the job was done. That's how bad the storm was. If their ceilings were done right it would not have collapsed at all. So why the double standards? Their contractors fixed my geyser previously and broke my bathroom extractor fan. My bathroom ceiling and my tiles are gone black but as usual Outsurance doesn't care to fix it. They keep hiring these shoddy workers. I have to manually open and close my security gate. What a nuisance and a safety risk! This is really poor service.
I'm very angry and disappointed. My friends and family are horrified at the treatment I received and any prospective clients that were considering going with Outsurance are now moving over to Discovery.
No one wants an insurance company that deserts you when you need them the most and need to claim. Outsurance please get your act together and go back to giving us the wonderful service we've had in the past. You are better than this.
Your overall claims experience is worrying and certainly not the level of service we usually deliver.
After responding privately to your review, we escalated the matter for urgent assistance. Zandi our claims manager has been in contact with you to address your concerns and to discuss the claim in detail. Zandi has discussed the settlement with you and we can confirm that your claim has been finalised and payment processed.
We do apologise for the overall poor claims experience.
Regards,
OUTsurance
Your overall claims experience is worrying and certainly not the level of service we usually deliver.
After responding privately to your review, we escalated the matter for urgent assistance. Zandi our claims manager has been in contact with you to address your concerns and to discuss the claim in detail. Zandi has discussed the settlement with you and we can confirm that your claim has been finalised and payment processed.
We do apologise for the overall poor claims experience.
Regards,
OUTsurance
I would like to express my gratitude to Outsurance and to Zandi for our payout. It's alot less than what we expected but we are very grateful nonetheless. Having said that...
This is something an ordinary consultant should have been able to do in the first week of our claim. We expected a better solution from a senior person in claims management. We expected that your contractors would fix everything without us having to scramble around to look for our own builders (who have taken on other jobs because we kept them waiting for 4 weeks before we received payment).
Also your contractors telling us that they can't do the job because they can't put their guarantee on it is a slap in our face. They never told us that when they came to do the assessment. So maybe what they really meant is that they're not willing to do the job at the price the insurance settled us for. Maybe the job costs alot more and they're not willing to do it at a lower price. It's disappointing because they probably would have done a good job.
Also every time Zandi called me to say that Outsurance was going to pay for less and less things that needed fixing as stated in my earlier message, was very disheartening. We're in a pandemic. There's a huge financial strain on my family. We're barely able to pay your premiums and the excess is very high. There's no discounts on either of them. We're paying for full comprehensive cover and when we claim we should not have to pay for things to be fixed from our own pocket that your contractors broke. Why take food off our table and cut costs at our expense? All we hear is 'Unfortunately we cannot pay for this' or 'Unfortunately we cannot do this' or 'Unfortunately we cannot fix this.' It's alot of unfortunatelys and it's not the kind of service that we are used to receiving when we pay for full comprehensive cover. It's just more problems. 'Unfortunately' is not a solution.
The standard of service has dropped dramatically and you can tell by the don't care attitude of the call center agents when we phone in to ask for assistance or to follow up. They don't care that I haven't seen the sun in my living room and I haven't been able to use it for 4 weeks or that my bathroom ceiling is so black because my extractor fan no longer works because it was broken by your contractors previously. But it's never too late to fix this.
Outsurance is working so hard with its ad campaigns but word of mouth is damaging your brand. As a loyal client for many years the service we received this time around...it's just not Outsurance.
I would like to express my gratitude to Outsurance and to Zandi for our payout. It's alot less than what we expected but we are very grateful nonetheless. Having said that...
This is something an ordinary consultant should have been able to do in the first week of our claim. We expected a better solution from a senior person in claims management. We expected that your contractors would fix everything without us having to scramble around to look for our own builders (who have taken on other jobs because we kept them waiting for 4 weeks before we received payment).
Also your contractors telling us that they can't do the job because they can't put their guarantee on it is a slap in our face. They never told us that when they came to do the assessment. So maybe what they really meant is that they're not willing to do the job at the price the insurance settled us for. Maybe the job costs alot more and they're not willing to do it at a lower price. It's disappointing because they probably would have done a good job.
Also every time Zandi called me to say that Outsurance was going to pay for less and less things that needed fixing as stated in my earlier message, was very disheartening. We're in a pandemic. There's a huge financial strain on my family. We're barely able to pay your premiums and the excess is very high. There's no discounts on either of them. We're paying for full comprehensive cover and when we claim we should not have to pay for things to be fixed from our own pocket that your contractors broke. Why take food off our table and cut costs at our expense? All we hear is 'Unfortunately we cannot pay for this' or 'Unfortunately we cannot do this' or 'Unfortunately we cannot fix this.' It's alot of unfortunatelys and it's not the kind of service that we are used to receiving when we pay for full comprehensive cover. It's just more problems. 'Unfortunately' is not a solution.
The standard of service has dropped dramatically and you can tell by the don't care attitude of the call center agents when we phone in to ask for assistance or to follow up. They don't care that I haven't seen the sun in my living room and I haven't been able to use it for 4 weeks or that my bathroom ceiling is so black because my extractor fan no longer works because it was broken by your contractors previously. But it's never too late to fix this.
Outsurance is working so hard with its ad campaigns but word of mouth is damaging your brand. As a loyal client for many years the service we received this time around...it's just not Outsurance.
We appreciate your further feedback.
We have addressed the service transgressions accordingly.
We will always strive to deliver awesome service.
Regards,
OUTsurance
We appreciate your further feedback.
We have addressed the service transgressions accordingly.
We will always strive to deliver awesome service.
Regards,
OUTsurance