Severe Unprofessional Bad Client Service from Outsurance

Good day

I am in tears and want to share and make everyone I can reach today aware of Outsurance bad service unprofessional behaviour towards me as a client for 19years who faithfully paid my premiums all these years but when I needed Outsurance and claimed for damages for one of my business properties my church due to the Disaster risk last month ,whereby my church roof blown off on the early hours of 25 September 2023 ,Outsurance rejected my claims without any valid reasons or the evidence I requested from them as a client.

On 01 September 2023 my funds was not available yet in my bank account on that day .I phoned and informed Outsurance and arranged for a second attempt debit order payment from my bank account . Outsurance policy stated clearly in my contract a client is still covered within the 15 days period . Outsurance confirmed to me their policy when I phoned them and agreed they will do a second attempt debit order on 18 September 2023 from my bank account because of the weekend in between

On 18 September 2023 Outsurance did not do the 2nd attempt to debited my premium from my bank account as they agreed also confirmed by my banker at the bank whereby I fowarded my bank statement evidence to Outsurance to proof that Outsurance did not do the 2nd attempt or any other transaction from Outsurance on my bank account .After 01 September 2023 . I logged the claim for my church roof and music instruments a male assessor for the roof came to asses he said he is only there for the roof to asses,he took photos and I gave him my photos aswell which I took the day of the incident. After three days he phoned me and said my claim is approved for the roof and Outsurance will fix my roof.

Then after two days Tida Roux the assessor for my music instruments claim under the same claim number came to assess.Only after two weeks she gave me feedback and said my claim I logged for the roof and music instruments are rejected due to non payment of R176 .

.I contacted her manager Dawie Rabie send him an email and he confirmed my claim for the roof and music instruments are now rejected . I told him you give me only now the feedback after two weeks while my roof of the church is still open . Both of them insisted without any proof to me as the client that Outsurance did the 2nd attempt to debited as I requested .I tried to do a cash payment via the link Outsurance send me in an email which I have evidence of .After my claim outcome of the roof and the music instruments under the same claim number I asked Tida Roux her evidence of the 2nd attempt of Outsurance from my bank account any transactions from Outsurance on my bank account on 18 September 2023 or even thereafter ,she refused to show it to me.

On Sunday 24 September 2023 Outsurance was closed to enquire about the link I struggled to do the payment ,because their own link did not work and the payment did not want to go through.On Monday morning 25 September 2023 because they were open I send Outsurance evidence of the link that shows 'Error" .I phoned Outsurance an consultant named Shaun confirmed the link doesn't work and he sends me a other link which was different from the first one .While he was on the telephone line I could do the cash payment successfully. it's all on telephone recording .After the link payment a consultant Lzeri Swart phoned me and said the payment is showing through the new link Isend and Shaun contacted her to tell her about the new link he had to send me .Lzeri Swart confirmed on record I am covered that same day 25September 2023 I also received an sms on black and whitel as evidence from Outsurance that I am covered for the period from 25 September 2023 to 31September 2023..I asked both Tida and Dawie to show me that the first link was working as they insisted when Outsurance rejected my claim because I told them I tried I even went to the nearest Shoprite to do the payment via their link but it didn't want to work. Both Tida and Dawie they refused to give me as the client their evidence to support their reason to reject my claim of my roof and music instruments.I asked to both Tida and Dawie to show where in their policy stating that I am not covered due to non payment if I received hard copy confirmation that I am covered .i begged them to show me but they refused.

On that same day 25 September 2023 the service desk consultant Lzeri Swart confirmed she will send out their Emergency team to assist and cover the open roof for further damages to my property she also confirmed Outsurance will send security guards to secure my property due to the open roof.The evening of 25 September 2023 Outsurance Emergency team came they did not cover the open roof as it was promised to me by Outsurance they instead senf two young boys aged 15 and 16 years old from the street ,not uniformed staff as they said to me and used them to work as security guards to likely secure my church .The young boys smoked DAGGA in my church I caught one of the boys smoking in the building the same day when Tida Roux came to asses the music instruments which I have the evidence of I informed her but she did not take any notice of my complaint ,she also saw the young boy there on my premises working as a security guard for Outsurance , the under aged boys was supposed to be still in school but Outsurance used the boys to work for them like adults as security guards .I did send the DAGGA evidence to Tida Roux aswell and also informed Dawie Rabie in an email which I also have the evidence of, but Outsurance up until today they did not come back to me regarding my DAGGA complaint of their so called "security guards "I was so scared of this boys I am traumatized they look like ********s from the street. I informed Dawie Outsurance took two weeks to give me feedback of my roof and music claim and in the meantime further damages occured after the roof incident to my church,because of the open roof the brick walls inside and floor are damaged of the rain and wind from the period of 26 September 2023 up until today it's wet .

I was then told by Dawie Rabie to logged another claim because it's a different claim of damages occured after the incident on 25 September 2023 this time for for the walls which are wet inside and the damaged floor damages occured from 26 September 2023 .

.I logged the claim and yesterday two males came to my church property they said they are Outsurance assessors for my claim for the walls and floor both names are Steven they came their attitude like police officers the one guy Steven spoke to me he let feel very uncomfortable in his presence .I am already traumatized and his behaviour traumatized me more he questioned me over and over I told him on record he already have all my evidence and photos why is he questioning me over and over the same thing and the manner he did it was very traumatizing he admitted he already have all the photos but he still continue with his behaviour which let me feel very uncomfortable the way he spoke to me as if he already knew what the outcome will be of my new claim.

This morning Steven phoned me and gave a lame excuse by saying my claim of the walls and floor are also rejected because the assessor of the first claim the roof and music likely add the walls and floor in his report in my first claim,which is a blatant lie.My first claim was only for the roof and music instruments it is on record I have the evefince the assessor did not even look or asses the walls and floor I have witnesses as well . The walls and floor are a different claim with a different claim number a blatant lie from Outsurance they do everything in their powerr not to pay out and reject my claim.I saw now the bad reviews of other clients on Hello Peter about Outsurance and this morning with tears in my eyes I can add and confirm after all these years it happened to me as well.

I am traumatized and emotionally drained by the lies of Outsurance and unprofessional service and behaviour who took money for years . I am covered they took my money on 01 October 2023 again from my bank account but Outsurance refused to pay for my claim I cancel my policies from Outsurance with immediate effect and will go to every social platform with my evidence to warn and make our people aware our economy already suffering and for some of us we pay our last sent to make sure we are covered by Outsurance and this is the service I get from Outsurance after all the years they took my money .This is the first time in 19yeats I claimed for one of my buildings damaged I now cancel all my properties insured by Outsurance with immediate effect.

Please be aware of Outsurance

Kind regards

Mrs Verna Simpson