Unacceptable service for pensioeners

I can't believe the poor service received from Outsurance.

My mom has been with Outsurance for many years. She is a pensioener and only have her vehicle insured with them. A few months ago outsurance contacted her to suggest that she take out an extra policy on her vehicle because the vehicle is old and the new policy will cover wear and tear on the vehicle. She agreed to the policy and paid the new premium which was almost double her normal premium. Her car was taken in for a service and the agent found some extra damage (wear and tear) on her vehicle. She submitted a claim to outsurance just to hear that it is not covered. If she did not take out the "extra" policy with them she could have used that money to fix her car.

For a pensioener to receive such service after so many years of being a client is absolutely disgusting and then the customer service consultant had the nerve to ask that my mom refer people to them!!!