*********** service

I had been a loyal customer for 10 months and the service I received yesterday was pathetic.

Firstly I contacted outsurance on 1/04 to amend my address and discuss a lower premium. I got told my premium will actually increase due to change of address. When I questioned how is that logical as I am now in a more secure area, I was advised they do not know and it's the system. I then received the options to cancel my policy or remain active until I decide. I specifically said remain active until I decide. Further to the above I was also told that my premiums will increase from May to R2200.

On 02/04 morning I called outsurance for road side assistance and I was told I cannot be helped as my policy is canceled. Then only did I check my email to see an email stating my policy is canceled when I did not request that. The reason the man gave me was that my debit did not come out and it was automatically canceled, and it clearly came out of my account like every month. It was reopened and then transferred to Road side assistance. I then held on the call for 15 mins and the lady did not even ask me where I am nor if I'm safe. She said she will call me back as there's something wrong with my policy. I waited 45mins to get someone to call me back and then only did she ask me where I am. How is this greater service? I immediately asked to be transferred to the cancelation department.

I had to take matters into my own hands and get assistance from a third party yet I have been paying every month a large amount of money to outsurance for matters like this. And just to mention I am 8 months pregnant.

I have attached the invoice from the third party which is under my husband's name for all the trouble and expect a refund as this would not have happened if outsurance could assist me the way I needed. There is all the proof in the recordings of the calls and nowhere did I mention to cancel my contract prior to 02/04.

I had received multiple different information between these 2 days from outsurance employees and it is not my problem that the staff hired cannot be on the same page about a clients policy.

I have sent through an email to the manager and no response has been received yet.