1 reviews | Active since Aug 2011
Takes days to "read a report"
On Sunday (21) I requested a call from Outsurance with regard to what we suspected to be a water leak. Got told I'll be assisted on Monday.
On Monday (22) I received a call from another lovely lady Lizelle who has been super helpful and professional. She organised for a leak detection company to come assess. They arrived on Monday and confirmed our suspicions.
On Tuesday (23) I received zero feedback from Outsurance. On Wednesday morning (24) at around 10am I received a call from Nkosinathi saying they have the report and he needs to go through it. No further contact from Outsurance.
On Thursday (25) I requested that Lizelle give me a call back. She returned the call and I explained the situation to her. It had now been 3 days with water leaking into our walls and floors. She said she'll check up and that the Assessor (Nkosinathi) would give me a call. I received no call.
Today (26 April) I called, got put through to the call center. Again provided the details. Received a call from Nkosinathi an hour after this saying he has the report but just has a meeting and will call me back around 2. It's now 3:25pm, no call and it's almost weekend which means I now need to wait for Monday?
Thank you for your further response.
Our assessing manager contacted you and also apologised for the poor service you received from our assessor, which is being discussed internally.
It was confirmed that the plumber made contact with you and an appointment to attend to the repairs was made for tomorrow.
Thank you for your further patience.
Regards
The OUTsurance Team
Thank you for your further response.
Our assessing manager contacted you and also apologised for the poor service you received from our assessor, which is being discussed internally.
It was confirmed that the plumber made contact with you and an appointment to attend to the repairs was made for tomorrow.
Thank you for your further patience.
Regards
The OUTsurance Team
So in total just over a month to get this claim sorted out. The contractors did an okay job although they didn't listen and used to wrong colour grout on the tiles, which we decided just to accept as it's been a month since starting this progress and we just wanted access back to our bathroom. This however isn't an Outsurance problem but a service provider issue. The work has been completed and to be fair the assessor has been more on it after the initial complaint.
However I'm hesitant to score outsurance higher overall because since the start of this process and my claim just the insurance on my property has gone up by R469,45.
The email showing that my overall outsurance premium will be going up by around R600. Over R400 of that on our building insurance, of which this claim was made on. I would please like to understand how this works. I was paying R938.86 for an insured value of R5,248,800. Now suddenly it's R1408.31 for R5,668,704 with a higher excess. Guess I need to start shopping for alternatives.
So in total just over a month to get this claim sorted out. The contractors did an okay job although they didn't listen and used to wrong colour grout on the tiles, which we decided just to accept as it's been a month since starting this progress and we just wanted access back to our bathroom. This however isn't an Outsurance problem but a service provider issue. The work has been completed and to be fair the assessor has been more on it after the initial complaint.
However I'm hesitant to score outsurance higher overall because since the start of this process and my claim just the insurance on my property has gone up by R469,45.
The email showing that my overall outsurance premium will be going up by around R600. Over R400 of that on our building insurance, of which this claim was made on. I would please like to understand how this works. I was paying R938.86 for an insured value of R5,248,800. Now suddenly it's R1408.31 for R5,668,704 with a higher excess. Guess I need to start shopping for alternatives.