1 reviews | Active since Dec 2012
The most pathetic services, with *********** and dishonest people
<p>On he 19th of November 2016, a reckless driver drove into our new car (because he was in a hurry taking his girlfriend somewhere and didnt observing that the robot was red). Anyway, he gave us the insurance details and I thought that the car would be fixed. But was I wrong, we submitted a third party claim ********** 02 and got a quick response, requesting vehicle and accidents document, with a disclaimer: "A third party claim is not an insurance claim and is not dealt with in terms of any insurance contract you might have, but rather a claim that will be dealt with in terms of the law. A claim against an OUTsurance client’s facility can take up to 6 weeks to finalise and we need to inform you the follow up responsibility lies with you. Every third party claim will be dealt with in terms of its own merits. The merits and quantum will be determined by applying fair legal principles". So I submitted all the required document and waited, and waited, and waited. When I called them all I got was excuses, and lies and it's the 12th of January 2017 and I am still waiting. The advisor that is supposed to be dealing with the case, Siphiwe Gama is never available, and his "supervisor" Linette Govender promised that she would fast track the case when I spoke to her on the 10th (seeing that Siphiwe never did anything upon receiving the documents), I but just found out today that she is not really the supervisor but just another advisor, and as expected she didnt submit the claim to the assessors as well. So I spoke to another advisor today, she refused to give me her details but promised to call me back with an update and still nothing.</p>
Hello
Please accept our apologies for the poor and disappointing service you have been subjected to.
Our liability claims manager, Nompu has since contacted you and apologised for the service issues raised. She confirmed the assessment was booked. We will speed up the process once we have received the assessment report.
Nompu will audit the calls and provide you with further feedback on Monday.
Regards
Dinky
Hello
Please accept our apologies for the poor and disappointing service you have been subjected to.
Our liability claims manager, Nompu has since contacted you and apologised for the service issues raised. She confirmed the assessment was booked. We will speed up the process once we have received the assessment report.
Nompu will audit the calls and provide you with further feedback on Monday.
Regards
Dinky
So the struggle continues. Outsurance did not live up to their promise; Nompu promised to have this matter finalised by Monday, the 16th of January 2017. It's close of business and no feedback from them, except for the call (at 16h28) that she made and hung up before I could answer. She did, however leave a message (at 16h43), to let me know that she called and wanted to discuss the claim. I immediately called her (at 16h43) but was told that she was busy on the phone and would call me as soon as she was done (call reference ********** 8), but its 17h39 and still nothing. My issue with this whole matter is that Nompu only called once and didn’t attempt to call again and immediately sent a message to show that she had initiated the conversation as promised. But, why didn’t she call again, or call the alternative number that's on the claim, or send an email? All I am waiting for is the conclusion on the assessment done! So if the matter had been fast tracked as promised, why can't Outsurance use all possible means to ensure that the outcome of the assessment is communicated to me using all the possible means of communication? Why didn’t Nombu leave notes on the claim for anyone that accesses the claim to see and communicate to me? I have exhausted all avenues with regards to this 'third party' claim, and I do understand that a 'third party' claim means that you are treated as such, with Outsurance. And I am left with no other choice but to take the matter to Ombudsman
So the struggle continues. Outsurance did not live up to their promise; Nompu promised to have this matter finalised by Monday, the 16th of January 2017. It's close of business and no feedback from them, except for the call (at 16h28) that she made and hung up before I could answer. She did, however leave a message (at 16h43), to let me know that she called and wanted to discuss the claim. I immediately called her (at 16h43) but was told that she was busy on the phone and would call me as soon as she was done (call reference ********** 8), but its 17h39 and still nothing. My issue with this whole matter is that Nompu only called once and didn’t attempt to call again and immediately sent a message to show that she had initiated the conversation as promised. But, why didn’t she call again, or call the alternative number that's on the claim, or send an email? All I am waiting for is the conclusion on the assessment done! So if the matter had been fast tracked as promised, why can't Outsurance use all possible means to ensure that the outcome of the assessment is communicated to me using all the possible means of communication? Why didn’t Nombu leave notes on the claim for anyone that accesses the claim to see and communicate to me? I have exhausted all avenues with regards to this 'third party' claim, and I do understand that a 'third party' claim means that you are treated as such, with Outsurance. And I am left with no other choice but to take the matter to Ombudsman