******* Service from Outsurance

Dear Outsurance, I have been unlucky enough to have to process a claim with you. If I couldn’t give you anything below one star I would. The service I have received since the commencement of my claim has been beyond appalling. On the 14 February 2019, I was involved I an accident where I was stagnant at a red robot and then hit from behind. I called to follow the claim process and then spoke to Koketso Boya. She asked me if the vehicle was drivable to which I advised that it was not as the car would not move. My car was then towed to an assessment yard an I was advised on the 21st February 2019 that the car had been booked in to proline body and paint center. I was then sent a sms on 11th March advising that the car was ready for collection, when I arrived I was subsequently told that the vehicle was not ready. The following week I was called AGAIN and told that the vehicle is ready(yet again). When I got there the body of the vehicle was repaired but the car was still not driveable. I was then told by Proline that the damage on the car was due to my clutch being worn out, I then had to at my own cost tow the vehicle to from the body shop to my home, where I then sought a private mechanic to sort out the clutch. Upon the clutch being replaced, I was advised by my private mechanic that the damage has nothing to do with the clutch but that the damage is on the gearbox and that it is due to the impact of the accident. I then proceeded to contact Outsurance and advise them of this, I then spoke to Bontle Nkosi, it has been downhill ever since then. She had my vehicle towed and taken to Renault Northcliff( To which I was subsequently told is not one of Outsurance service providers, go figure). My vehicle has been at Renault since the 23 April 2019. With no feedback, I has to continuously call Bontle and request feedback. Eventually I was informed that my vehicle had gearbox damage and needed to be replaced, to which outsurance advised that they would get their gearbox specialist to have a look at the gearbox and determine the damage. They then sent a full report of their finding basically stating that the damage was not due to the accident, but states that it was wear and tear and that the gearbox had been previously fixed. Which I disputed because I have had the vehicle for almost 5 years and at no point has the vehicle ever had the gearbox repaired nor has it ever had any issues. I then spoke to Bontle’s manager Jevon Harding(The most useless, *********** and arrogant service consultant I have ever come across). He called 72 hours after Bontle advised he would contact me and apologized(with a lot of sarcasm I might add), he called me and told me that he was calling because he was advised to call me by his consultant, he had no interest in finding out prior to calling me, I had to tell him to go through my case then call me with feedback. To which he proceeded to do, he called me the following day and still could not answer any of my questions. I then asked that he send me his managers details and what a surprise I have not received anything. I asked him to explain what was done to my car at renault and he could not tell me, as I believe that any reassembling and reassembling of the gearbox was done at renault and therefore the diagnostic of the gearbox specialist is based on that. Honestly my only fault is ensuring that my premiums are paid on a monthly basis,I have never, not once defaulted and it’s the first ever claim I’ve processed only to be treated like this? Or is this simply because I am a young black female? Is that why I do not deserve a service I religiously pay each month? I am absolutely disappointed because all your ads on TV and radio state the exact opposite. I am absolutely disgusted, I have been without a car now from almost 4 months and incurred so many costs due to outsurance and their negligence. To date I do not have my car, all I want is for this matter to be settled and my far fixed. I am at my absolute wits end. Your staff’s service is absolutely appalling.