They sold lies to an elderly person

This is the worst insurance my mother took and with her 1st claim (***) she has encountered serious problems. When my other took out an insurance cover with Outsurance I made sure that it was a conference call so that I can assist her in terms of her needs. The only thing she did not take on the cover was a courtesy car as she has another vehicle (Mercedes C180) she can use if the insured vehicle is damaged. She specifically asked NOT to have EXCESS on her cover. To her surprise she was told about the R5000 excess when she claimed for damages. We have countlessly requested recordings of the Sales call but what we get from their so called recordings department is an email with no link or attachment. I offered to visit their offices so I can listen to the recordings and they still failed to schedule a meeting. Instead they telling my mother about a call when she asked for a premium reduction not the Sales call. What really upsets us is that they sent a cropped message to download the recording thinking we won't notice. Are you for real?????????How stupid do you think we are!!!!!!! Treating an old women in her sixties like that???? She was happy with Standard Bank insurance as they have given her the best service before but someone convinced her to change, she regrets it. It is funny how your brand is all over media platforms about how good your service is but only to find it is absolute nonsense. She has been paying about R2000 for her monthly premium (for a Mercedes C220d 2020 Model)with no fail and we getting this treatment??? Your sales agent failed to add zero excess fee to my mother's premium and now no one wants to take accountability? To keep her quite she was told that she will not be debited January premium but guess what, it went through. This is a December claim and still waiting to be assisted. We've sent emails to the following, Wendy Swana <***; Ronald Sanjivi <***>; ***; *** after I had proven to them that they tried to rob my mother.

I have proof of all communication. I am still waiting for the 2 recordings. This is a serious **** by such a big company to elderly people