UNBELIEVANLEY PATHETIC SERVICE!!!!! DON’T EVER USE OUTSURANCE!!!!

8 May 2023: I noticed water coming from the ceiling, running down the walls, from the plug sockets. I logged the incident with OUTSURANCE. I receive a message that House Buddies was assigned to investigate the water leak. When House Buddies calls me, they indicate that they would only be able to come the following day. This being an emergency and the continued water running and water damage I then requested that I be referred to a plumbing company that could assist immediately. Later that morning, JJ Lourens, was assigned to assist. They couldn’t give me a time as to when the plumber would come out but assured me that whoever came out, irrespective of the time, they would be able to fix my problem because it was the “stand-by plumber” and he has all equipment with him. Their plumber only rocked up at 17:20. He assessed the situation and informed us that 1) he did not have material to fix the problem and 2) he would need authorisation from OUTSURANCE to fix a leaking pipe! And that this could only happen the following day. We waited the whole day for someone to tell us they could only help us the following day! I contacted OUTSURANCE. By then the claims department was closed and no one could assist. I was then referred to the Rescue department who agreed to send the plumber out again provided that I paid for the material that was needed to repair the pipe. They also reassured me that everything would be reconciled with my existing claim logged and that they would inform my claims advisor the next morning. Being desperate at that time of the evening, I agreed and paid R500 for materials which was excluding R3000 excess still due. The plumber who supposedly did not have the material returned in under 20mins and repaired the leaking pipe. It was clear they wanted to brush us off and were being dismissive. It took then less than 10mins to repair the problem and they were off. The very next morning I noticed a drop in the water pressure, I reported this to the insurance, and they agreed to send the plumber out again to investigate. I informed them that the plumbers from the night before were happy to brush us off and requested them to send someone more helpful. They then allocated FAS trading to come and investigate the plumbing problem. FAS informed us that there was another leak that the JJ Lourens did not report. It was in the shower wall. 10 May: FAS gets the go ahead to fix the leak in the wall. The assessors were then scheduled to come and quote on the work. By 15 May we had an appointment setup for the painting and ceiling repair to be completed by 25 May and the flooring work to be done at a date still to be confirmed after the painting was completed. I then contact OUTSURANCE to enquire about the tiling that needed to be done in the shower after they needed to open the wall to fix the leak. After following up a few times the claims advisor Meri-zelle Bouillon gets back to me regarding the tiling work on 26 May. I couldn’t take the call since I was at work and asked her to email the feedback. She did not want to email me. It was strange that she did not want to put her feedback in writing after most of our communication up to that point was in email. Nevertheless, I took her call. She informed me that I would need to register a separate claim and pay a separate excess of R3000 for the leak that JJ Lourens did not pick up. This was the plumbing company with the dismissive staff who claimed they didn’t have material to fix the leak but returned minutes later to do the repair work. According to Meri-zelle the leaks are 4meters apart and needed to be registered with separate claims. Because the leaks were both in the bathroom it was in the same area. There is no way that it was 4metres apart. I invited her to come and see for herself. I even asked for her to send out an assessor to come and see. She was not willing to and was making a decision from behind her desk even though she did not see a single thing and was not willing to come and look. She just insisted that a new claim be registered. After all this I needed to reschedule for the paint work as they were now not going to do the tiling. Their new date was then to complete by 6 June. They arrived and by the time they were done only the staircase landing area and small bedroom was repaired. When I asked about the main bedroom and the bathroom, where most of the leaks were and most of the water damage remains, they just said that their part of the work was for staircase and small bedroom. I requested that they return to finish their work. They then submitted a revised job card to OUTSURANCE. New date scheduled for the majority of the repair work was 20 June. At this point I am blown away that a company can only quote for a small area to be repaired and exclude an area with the majority of the damages.

At this point the flooring work is still on hold until the painting work is complete. Every time the dates for the painting move, the date for the flooring must be rescheduled. This happened three times already! WHAT AN INCONVENIENCE IN MY LIFE. THEY HAVE NO RESPECT FOR YOUR TIME! On Friday 9 June I was informed by the painting company that OUTSURANCE has now placed all the work on hold and that they would need to wait for further communication. The claims advisor did not even have the decency to inform me about this. In that week I had emailed Meri-zelle, the claims advisor, three times but received no response from her. I then contacted OUTSURANCE and was transferred to a Nicole. Every time you get transferred to a new person you must explain your whole story again. What, then, is the point of having a claims advisor allocated to your case if you cannot reach them and they are not responsive? Nicole informed me that according to the notes kept on their system, the painting work in the bedroom and bathroom should be part of the separate claim that I must register for the tiling in the shower. At this point I could not believe that they had mixed up my information so badly. They want me to register a second claim when they cant even assist me with the first claim. How? It was seriously unbelievable that their system is so terrible and that the people working there is not even competent to take accurate notes!!!!! Nicole also informed me that the case is now with the assessor Siyabonga to review and decide what needed to happen. I left a message with Nicole to get Meri-zelle to contact me. She then contacted me and explained the same story. She also explained that before any work is approved it goes to the assessor who contacts the client before it is approved. This I knew was bull**** because I was not contacted by an assessor when the work was approved the first time. She assured me that Siyabonga would contact me on Friday with feedback. Every time I asked to speak to him, he was always “busy with another client”. Now I am left hanging. It’s been MORE THAT A MONTH AND MY PLACE IS STILL A MESS. The *********** people at OUTSURANCE have completely construed and messed up the notes on my file so nothing makes sense on their side. They are sitting and making decisions from behind their desks but refuse to come out to my place to see for themselves. They are not even willing to send one of their assessors to come look. They assured me the emergency work would be reconciled but now are pushing for me to register a second claim and pay another excess of R3000.

UNBELIEVANLEY PATHETIC SERVICE!!!!! DON’T EVER USE OUTSURANCE!!!!