unacceptable lack of communication and an overall lack of empathy

Dear OUTsurance Team,

I am writing to formally lodge a complaint regarding the unacceptable lack of communication and professionalism we have experienced from your side in handling our matter.

After going through the trauma of being hijacked, we expected a measure of support, care, and efficiency from our insurer. Instead, we’ve been met with silence, delays, and an overall lack of empathy. The way this has been handled is not only disappointing. It’s disheartening.

There has been no sense of urgency, no kindness, and no compassion from your team throughout this process. Despite multiple follow-ups and repeated requests for escalation, we have received no meaningful response or assistance. My husband called yesterday and was informed that Katli was out of office. We were promised an update by close of business but yet again, we received no communication at all.

As long-standing and loyal clients of OUTsurance, this experience has been a complete breach of trust. We have never felt more unsupported, especially during a time when we needed our insurer to show up for us.

We expected more from a company we have trusted for many years.