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LM
Lucelle M

1 reviews | Active since May 2021

26 Dec 2025, 09:32

Unacceptable and unfair premiums for 2026

I am writing this review once again to express my absolute shock, anger, and deep disappointment as a very long-standing OUTsurance Pet Insurance client.

I have been with OUTsurance Pet Insurance for over five years, during which time I have referred many people, spoken highly of the company, and encouraged others to insure their pets with OUTsurance. Many of those referrals did take out policies based on my positive experiences. This makes my current situation even more distressing.

I am utterly disappointed to learn that my pet’s insurance premium for 2026 has been more than doubled compared to 2025. This increase is completely outrageous, unfair, and inaccurate. During 2025, my fur baby only claimed four times, and in most cases I personally covered a large portion of the costs through excess payments. Despite this, I was not informed toward the end of 2025 that my premium would potentially be “very high” for 2026 — which I now find unreasonable and absolutely unacceptable.

This drastic increase has created the perception that OUTsurance Pet Insurance is no longer budget-friendly or affordable, which is deeply concerning for a company that advertises care, support, and peace of mind for pet owners. Pet insurance is meant to ease financial stress, not create it.

As a loyal client of many years, I feel disrespected and unappreciated. I want to be very clear that I will not be paying this premium under any circumstances. I have already explored other pet insurance providers and found far more reasonable, affordable options that offer competitive and fair benefits.

What upsets me most is the timing and the principle behind this increase. It is Christmas — a time meant for family, peace, and celebration — yet this decision has caused unnecessary stress and frustration. I know several other clients who have experienced similar premium increases but were handled with care, understanding, and genuine concern to retain them as part of the OUTsurance family. I sincerely hope the same consideration will be extended to me.

At present, this situation makes it feel as though profit is being prioritised over genuine care for pets and loyal clients, which directly contradicts what OUTsurance stands for and advertises.

Unless this matter is addressed urgently and fairly , I will regrettably be forced to remove my fur baby from this insurance. As pet owners, we want to provide the best possible care for our animals — but this becomes impossible when prices are unreasonably high.

I am frustrated, disappointed, and deeply angered that after years of loyalty and referrals, this is how I have been made to feel.

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Replies (3)
LM
Lucelle M's update27 Dec 2025, 08:00
Reviewer Update
Dear OUTsurance Pet Department,I trust that this matter will be resolved in a manner that leaves your long-standing client at peace and at least reasonably satisfied with the outcome.I must express my deep disappointment with a company I have supported and spoken highly of for many years. This experience has been extremely stressful, to the point that it has overshadowed my festive season and taken away the joy that this time of year should bring.I would like to state very clearly that I will not be proceeding with the newly increased premium. The increase is, in my view, entirely unfair and unreasonable. I am not alone in this experience, as several family members and friends have encountered the same situation, which raises serious concerns about the value and reassurance this insurance is meant to provide.Pet insurance should offer clients peace of mind, security, and confidence. Unfortunately, this situation has achieved the opposite. As a loyal, long-standing client, I feel truly disappointed and let down by how this matter has been handled.I sincerely hope that OUTsurance will review this issue carefully and offer a fair and considerate resolution that reflects the loyalty and trust I have shown over the years.
LM
Lucelle M's update27 Dec 2025, 21:54
Reviewer Update
Yet again, I am angered, distressed, and deeply disappointed with the OUTsurance Pet Insurance department. This review follows on from my previous complaint, as the issue remains unresolved.Today, a team leader contacted me regarding the over 100% increase in my pet’s premium for 2026. Unfortunately, this call brought absolutely no resolution or reassurance. Instead, it added to my frustration and stress—especially disappointing as this is meant to be my holiday and family time, which OUTsurance has effectively ruined.I am disgusted by what I can only describe as a money-driven, unprofessional, and ********* approach. During earlier calls, both the agent and the team leader confused my policy with my sister’s policy and even my late pet’s policy, which caused unnecessary emotional distress. This ongoing pattern of incorrect information being sent to the wrong person is unacceptable. I repeatedly had to correct them and practically do their job for them.Despite all information being clearly available in writing via email, the team leader continued referring to the wrong policy. After over an hour, he eventually called back—only after “doing his homework”—and informed me that my premium had increased by over 100% due to “predicted claims” I might make in 2026. This explanation is completely illogical and unacceptable. I am on medical aid myself, and premiums do not increase anywhere near this amount, even with claims.What makes this worse is that my pet has hardly used the insurance, and when claims were made, I paid significant excess amounts. Despite repeatedly stating that I do not want reduced cover, I was again advised to downgrade my plan. How is this in the best interest of my pet?I am a loyal, long-standing client who has consistently promoted OUTsurance and referred others to the company. Yet my premium has more than doubled without any prior warning—no email, no SMS, no transparency. Had I known this was how OUTsurance operates, I would never have chosen this insurer.This increase is unfair, inaccurate, and unacceptable, and I will not be paying it. I sincerely hope this premium is revised to a reasonable and justified amount.Based on my experience, I cannot recommend OUTsurance Pet Insurance to any pet owner. The stress, frustration, and unhappiness they have caused—especially over the festive season—are simply not worth it.

OUTsurance
OUTsurance's reply31 Dec 2025, 11:54
Official
Good day Lucelle,

We understand that receiving an annual increase comes as a disappointment. 

There are a variety of factors that will influence a premium increase at rerate stage such as claims, inflationary adjustments etc. 
Our client services manager, Sima, contacted you to discuss the rerate in details.

We do apologise for the disappointment.

Regards,
The OUTsurance Team