shoddy experience

I’ve been a loyal customer of OUTsurance for over 10 years and have had multiple claims successfully paid out over that time. I’ve always appreciated the support and reliability the company has shown when I needed it most, and I’ve even recommended them to friends and family based on those positive experiences.

However, I feel it's important to share a recent experience that fell short of the high standards I’ve come to expect. During my latest claim, I encountered delays, lack of communication, and service that did not reflect the care and professionalism I’ve previously received. It was disheartening, especially given the trust I’ve built with the company over the years.

I truly hope this is an isolated incident and not indicative of a broader shift in service quality. My loyalty to OUTsurance is rooted in a history of trust and fairness, and I would love to see that continue.

I’m leaving this review not out of anger, but with the sincere hope that it reaches someone who can look into what went wrong and help make it right—not just for me, but for others who count on the high standards that once set this company apart.

My Nissan Navara vehicle was as of yesterday 27/4/2024, ****** 6 weeks ago and stripped!!

During the first few weeks of this time, Outsurance contacted me to let me know what is happening with the claim, however, I have not been contacted by Outsurance at all this past week.

The last information supp**** to me was that they were last going to try and start my car and get the Mechanics report and final quote ready. I have still not received a single email or phone call from them to advise me what is happening.

Brandon the gentleman at the panel beater told me the Thursday before the Easter weekend that the car had been started and they were waiting for the Mechanic to come through Tuesday of this week to do the compression test and all other tests required. There has however been no further update on this testing.

I was also told that the auto electrician had redone the wiring harness and plugs in my vehicle in order to get it started. (Note: This would now be a repaired harness and not OEM).

Prior to them doing the rewiring of the car, the damages were sitting at R320,000 on a vehicle that is valued at R610 000 retail (according to the latest Auto Traders). I bought my car as a brand new vehicle, have serviced and maintained it under warranty with Nissan South Africa.

I do not believe that once this car is rebuilt (even though it carries the 12 months guarantee according to Outsurance and promise from the panel beaters) that I will still feel safe driving this vehicle as they cannot tell me that it is restored to the way it came out of the factory.

I feel that my vehicle has been compromised and I will not trust this vehicle again. I often travel across borders and will not feel safe doing so using this vehicle, with the knowledge that the car has been rebuilt and human error can appear on the wiring loom.

During these 6 weeks, I have been paying for a rental vehicle in order to do my business, as well as the Premium and insurance on this car. Outsurance has not once offered to come to the party to try and help me solve this unnecessary cost.

Taking into account the past 6 weeks and should outsurance give the go ahead to the panel beaters to repair my vehicle this could take another three to six weeks if not longer before I get my vehicle back. I simply cannot afford to pay a car installment, insurance as well as a rental vehicle for this time frame.

I have also requested on several occasions that I would like a copy of the quotation for my vehicle to date to prove that they are fitting genuine parts and that it is not a generic part, this has still not been provided to me.

The only way I seem to get an update from Outsurance is if I personally phone them to follow up and find out what is happening. There consultant has not bothered to keep me in the loop or updated I have asked to migrate my policy to one of the other Outsurance brokers hoping that this will help me get a result sooner, I have not heard if this was successful as yet.

I seem to find myself in a loose-loose situation - if they repair my car and I go traded-in this vehicle (and because it is now being rebuilt and repainted), which I would need to disclose, the value of my car would drop even more... and I would not get a fair price.

The book value that the assessor is trying to align my car against, is the Unitrans dealers trade book value, however this is a guide and not cast in stone.

I think Outsurance should take merit in what has happened to this vehicle and write it off in order to resolve this matter, especially as my personal safety has been compromised.