KG
Kim G
1 reviews | Active since Nov 2018
12 Dec 2022, 18:08
Rude manager at call center
Called the call center to get a quote on adding to my household insurance only to be told that my excess has been increased. When I queried since when he put me through to the department that deals with it which after an hour put me through to a manager by the name of Brownie Sakube who in my opinion should not be in management. She is rude and just wanted to cancel our policy after been with Outsurance for 3 years. My issues is still not resolve as I will not speak to someone who thinks she can speak to customers the way she just did.
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OUTsurance's replyOfficial
20 Dec 2022, 15:22Good afternoon Kim,
Further to our private reply, after receiving your complaint, our Retentions manager Nasar and Philesha contacted you.
We are sorry that the call with one of our managers made you feel this way as this was not our intention.
We will address this with Brownie internally.
Our power surge and lightning excess is a standard excess that unfortunately cannot be amended, and this change was emailed to you at re-rate stage.
We did not want to implement cover limitations or increased premiums for this peril, hence we decided to implement a standardised excess with regards to power surge and lightning claims.
This means that irrespective of the value of the claim the excess will remain a fixed amount.
We apologise for the disappointment.
Regards,
OUTsurance
Further to our private reply, after receiving your complaint, our Retentions manager Nasar and Philesha contacted you.
We are sorry that the call with one of our managers made you feel this way as this was not our intention.
We will address this with Brownie internally.
Our power surge and lightning excess is a standard excess that unfortunately cannot be amended, and this change was emailed to you at re-rate stage.
We did not want to implement cover limitations or increased premiums for this peril, hence we decided to implement a standardised excess with regards to power surge and lightning claims.
This means that irrespective of the value of the claim the excess will remain a fixed amount.
We apologise for the disappointment.
Regards,
OUTsurance
OUTsurance's reply20 Dec 2022, 15:22
Official
Good afternoon Kim,
Further to our private reply, after receiving your complaint, our Retentions manager Nasar and Philesha contacted you.
We are sorry that the call with one of our managers made you feel this way as this was not our intention.
We will address this with Brownie internally.
Our power surge and lightning excess is a standard excess that unfortunately cannot be amended, and this change was emailed to you at re-rate stage.
We did not want to implement cover limitations or increased premiums for this peril, hence we decided to implement a standardised excess with regards to power surge and lightning claims.
This means that irrespective of the value of the claim the excess will remain a fixed amount.
We apologise for the disappointment.
Regards,
OUTsurance
Further to our private reply, after receiving your complaint, our Retentions manager Nasar and Philesha contacted you.
We are sorry that the call with one of our managers made you feel this way as this was not our intention.
We will address this with Brownie internally.
Our power surge and lightning excess is a standard excess that unfortunately cannot be amended, and this change was emailed to you at re-rate stage.
We did not want to implement cover limitations or increased premiums for this peril, hence we decided to implement a standardised excess with regards to power surge and lightning claims.
This means that irrespective of the value of the claim the excess will remain a fixed amount.
We apologise for the disappointment.
Regards,
OUTsurance