UNACCEPTABLE (premium and customer service)

I have had home contents insurance with OUTsurance for more than 14 years without a single claim.

I have been ignoring the premium increases believing [influenced by their advertising] that OUTsurance’s premiums were competitive. I have also been influenced by their OUTbonus payments.

This month, when I got my premium increase, I decided to get other quotes. To my surprise, my new OUTsurance monthly premium is 75% higher than comparable cover from another company. So, naturally, I decided to cancel my OUTsurance policy.

This morning at 09h42, I phoned OUTsure to cancel my policy. I explained that I wanted to cancel my policy. After trying to convince me to remain with OUTsurance by keeping my existing premium [which is still 62% higher than the quote that I received], I was told “let me quickly see here”.

I was put on hold for over 6 minutes. When the individual came back on the line I lost it! I asked [screamed actually] her whether she can assist me in cancelling my policy and if not, could she put me through to someone who can. I was then told that she was having difficulties “booting up the system”. Booting up her system at 09h40?

I asked her to phone me, when her system was up and running but I am not holding my breath that this will happen.

My conversation was probably recorded. I phoned at 09h42 on 26 Oct 2022. I also recorded it.

My question remains - HOW DO I CANCEL MY POLICY WITH OUTsurance?