Shocking service

I am quite disappointed in Outsurance. I have been a client for nearly a decade. I have never had such shocking service before.

Chronology of Events:

I noted on my bank statement my debit order was showing as returned on the 10th of May 2024. I was confused as there was money in the account and also because I haven't heard anything from outsurance to let me know my debit order did not go through. I therefore called outsurance on the 10th of May to confirm that my debit order went through and that my policy is paid up to date. The consultant assured me everything was fine and sent me an email to confirm cover. I even took out additional cover. I confirmed with him multiple times that all is in order.

On the 18th of May 2024, I received a message saying my policy is at risk because my premium was not paid. The reason given for the premium not being paid is that my bank details were not correct. The bank details have not changed.

I then called again to get information as to what is going on. The consultant informed me that in fact the debit order did not go off. She said there was a system error which caused this (the error saying bank details were incorrect) and management are working on the issue. I said to her that I called on the 10th and that I was ensured that all was fine. I asked that she listen to the recording. She said they can only do so on Monday (yesterday) and they would get back to me. I received one call but when answering the phone there was no one there and they did not call again. I could also not return the call to the number it came from.

This is now a week before the end of the month. Outsurance again tried to deduct the premium yesterday after I informed the consultant on the 18th that I don't have the funds as I thought everything was in order as confirmed on the 10th of May. My bank account is now overdrawn and I do not have cover.

They had a team leader call me yesterday and this will be the straw that breaks the camel's back. She was the rudest most obnoxious person I have ever dealt with. She really should not be dealing with customer complaints. She kept trying to shift the blame to me. I did everything right I. This situation and even complained to the feedback option before resorting to Hellopeter.

I will be canceling all my policies with them. So will my family. It probably will not even bother them but when a company starts losing local customers that have been with them for over a decade, surely someone should wonder why.