1 reviews | Active since Apr 2020
Unfair treatment
First of all I would like to say I am very disappointed 😞 😔 because of the unfair treatment I got from outsurance because I didn't expect such to happen from a well represented company that I have trusted for years no matter how I used to hear bad comments about them and I never took it serious until now that they showed me their real colors. On the 2 November 2023 my uber driver had an accident collided with their client who jumped in the intercession robots and turned where she was supposed to stop first and check if the cars driving straight we cleared in order for her to proceed turning. A police case was opened and both drivers gave their statements and even though both statements are not saying exactly the same how the accident happened ,it still leaves their client wrong because my driver was driving straight. I lodged a 3rd part claim with them and they rejected it and say they are not paying because my driver skipped red traffic lights, which really shocked me because non of the drivers mentioned that traffic lights were red at the time of the accident, I emailed back to their legal team, I was dealing with one of their Consultants called Hedricks Lukhele and he never responded to my emails, I called several times trying to get him to explain where that story is from and should them as an insurance have proof that gives them that reason of rejecting my claim showing that the traffic lights were indeed red they can share with me, it was hard to get hold of Hendricks everytime I was leaving the message and whoever I get to speak to used to say he will give me a call but he never did.
One of the days I called and the same story was given to me that he is busy on the other call he will call me back the moment he finishes, that day I said I stay online until he finishes and within some minutes inwas transfered to him, I was able to speak to him, what he said to me is that I emailed him after he left the office that's why he didn't reply and I asked about the messages I left for him to call me back and he never call, I asked if that's how they treat people at outsurance but he never answer that.
He checked my email and read what I sent to him and his answer was outsurance doesn't have to prove anything to you, that's what we feel that your vehicle skipped the red traffic lights and we don't have to prove anything to you. If i feel that my driver had a right of way at the time of accident I need to give them the proof because i am the ine cliaming from them, I asked him that the statement written by both drivers is that not enough proof that their client was wrong ? He said we don't assess claim based on statements so we are not paying anything until you bring the proof and we don't need to prove anything to you that the traffic lights were red. Is what we feel based on the information on our disposal, I said I used to think that insurance needs to do investigation and give a reason and proof for rejecting the claim not based on the feeling and Hendricks Lukhele said you can go and do the investigation yourself because you are the one claiming from us , once you are done bring us the proof.
I honestly feel so disappointed, if they can fabricate a story and make it the reason for rejecting my claim now that I am alive and there is proof that their client was wrong and they don't want to pay out a small amount to get my car fixed what more can they do if they have to payout a million for life cover to my beneficiaries in the event of my death? It means they can fabricate more bigger stories just for them to get away without paying out the claim.
I have been their clients for a very long time my cars were insured by them but I changed to another insurer looking for a cheaper premium however I still keep my other policies with them because i believed in them, but what they did was just a wake up call and confirming the stories I used to hear around. I believe they should have done better even if they were rejecting my claim than fabricating a story in oder to get away with this.
I am still waiting for Pelma ,your liability claim manager who called me this morning to call me again , I need feedback because she explained that your client gave two statements that's why things ended up like this, I really appriciate the her professionalism and the explanation however I need to know what you guys and your client are standing so that I will know the next step foward because I can't continue to pay for that car which is not in use, the car in question used to pay for its instalment , so all this back and forth and delays is costing me because I had to pay the car instalment for November with the money from my pocket and this won't continue like this .
Resolved this and let me know what to do next .
Kind Regards.
Violet ***
I am still waiting for Pelma ,your liability claim manager who called me this morning to call me again , I need feedback because she explained that your client gave two statements that's why things ended up like this, I really appriciate the her professionalism and the explanation however I need to know what you guys and your client are standing so that I will know the next step foward because I can't continue to pay for that car which is not in use, the car in question used to pay for its instalment , so all this back and forth and delays is costing me because I had to pay the car instalment for November with the money from my pocket and this won't continue like this .
Resolved this and let me know what to do next .
Kind Regards.
Violet ***
On the 25th november I wrote a review about how I was treated the time I lodged a claim with outsurnace and they rep**** and say they understand the frustration and they also apologized, after that they said I must give them the claim number so that their liability claims manager will have a look and call me on Monday which I gave them.
And today it's Monday their liability claims manager by the Name of Pelma called in the morning and still apologize again speaking in a very professional manner but what she said left
Me with so much doubt thinking of how many people out there might have been in the same situation and ended up loosing their vehicles because outsurnace refused to pay out based on cooked stories until they give up.
What Pelma said to me is that after I wrote the previous review they went and read the AR report and findout that their client gave 2 different statements and the only assessed with the first statement that she wrote when she was lodging her claim through the outsurnace app not knowing that she wrote a different version of how accident happend on AR report, listening to Pelma explaining this situation made me realize that indeed most consumers are being treated unfairl by outsurnace if she is saying that they only read the accident report after seeing my review on this platform, and I asked what is the way foward from here , she said she will call their client and ask for more details and findout which statement is true amongs the 2 . The reason for rejecting my claim wasn't fabricated they work with what their client tells them.
So to my understanding Pelma is saying outsurnace just rejected my claim without making any thorough asses*****t or thorough reading on this claim case because they only pay attention to what their clients says ,if they assessed this claim fairly ,they should have seen that their client gave 2 different statements from the time I submitted the claim, or does it means that their claims department is bein run by people who doesn't know their job or they are always protecting their clients even if it's so obvious that they are wrong just for them not to pay out the claim. So Pelma said they didn't fabricate any story and pushed the blame on their client and forgetting that her claim team should have seen that from the beginning that their client is saying different things but non of them saw that because the only thing they care about is to find a way reject claims based on fabricated reasons.
Behold Pelma called me back and come with another twisted story from their client as she explains , this version now suits outsurnace's reason for rejecting my claim before reading the AR report , I asked if we are also supposed to change our statements to make it more convincing that their client was wrong since them and their client are now coming up with 3 versions of story twisting things to make it suits them and their first lie and she said we have to listen to our client and today she explained this more clear to us. So I really dont understand how this company work seriously their client has 3 stories from one accident and today's I don't know if their client really say what I was told or they are saying that themselves , but I believe what she wrote at the policestation matters in this case not all this cooked stories.
It's a pity that South Africa as a country believes so much in this company without knowing what they are doing behind the scene ,it's only those who have claimed with the company who knows and can tell how pathetic this company is, they treat consumers like trash just to save themselves from paying out the mess which their client created. It's so disappointing how they are continuing twisting an obvious claim case just to save themselves from paying out the claim.
On the 25th november I wrote a review about how I was treated the time I lodged a claim with outsurnace and they rep**** and say they understand the frustration and they also apologized, after that they said I must give them the claim number so that their liability claims manager will have a look and call me on Monday which I gave them.
And today it's Monday their liability claims manager by the Name of Pelma called in the morning and still apologize again speaking in a very professional manner but what she said left
Me with so much doubt thinking of how many people out there might have been in the same situation and ended up loosing their vehicles because outsurnace refused to pay out based on cooked stories until they give up.
What Pelma said to me is that after I wrote the previous review they went and read the AR report and findout that their client gave 2 different statements and the only assessed with the first statement that she wrote when she was lodging her claim through the outsurnace app not knowing that she wrote a different version of how accident happend on AR report, listening to Pelma explaining this situation made me realize that indeed most consumers are being treated unfairl by outsurnace if she is saying that they only read the accident report after seeing my review on this platform, and I asked what is the way foward from here , she said she will call their client and ask for more details and findout which statement is true amongs the 2 . The reason for rejecting my claim wasn't fabricated they work with what their client tells them.
So to my understanding Pelma is saying outsurnace just rejected my claim without making any thorough asses*****t or thorough reading on this claim case because they only pay attention to what their clients says ,if they assessed this claim fairly ,they should have seen that their client gave 2 different statements from the time I submitted the claim, or does it means that their claims department is bein run by people who doesn't know their job or they are always protecting their clients even if it's so obvious that they are wrong just for them not to pay out the claim. So Pelma said they didn't fabricate any story and pushed the blame on their client and forgetting that her claim team should have seen that from the beginning that their client is saying different things but non of them saw that because the only thing they care about is to find a way reject claims based on fabricated reasons.
Behold Pelma called me back and come with another twisted story from their client as she explains , this version now suits outsurnace's reason for rejecting my claim before reading the AR report , I asked if we are also supposed to change our statements to make it more convincing that their client was wrong since them and their client are now coming up with 3 versions of story twisting things to make it suits them and their first lie and she said we have to listen to our client and today she explained this more clear to us. So I really dont understand how this company work seriously their client has 3 stories from one accident and today's I don't know if their client really say what I was told or they are saying that themselves , but I believe what she wrote at the policestation matters in this case not all this cooked stories.
It's a pity that South Africa as a country believes so much in this company without knowing what they are doing behind the scene ,it's only those who have claimed with the company who knows and can tell how pathetic this company is, they treat consumers like trash just to save themselves from paying out the mess which their client created. It's so disappointing how they are continuing twisting an obvious claim case just to save themselves from paying out the claim.
We are sorry to hear about the incident. We fully understand your concern and disappointment.
After responding privately to your review, we escalated the matter to our legal team. Thelma our legal manager contacted you to address your concerns and to discuss the claim in detail with you. Every claim is dealt with on its own merits. We base our decision on case law and information at our disposal. Unfortunately, our decision to refute liability remains unchanged.
You have our apologies for the disappointing outcome of your 3rd party claim.
Regards,
The OUTsurance Team
We are sorry to hear about the incident. We fully understand your concern and disappointment.
After responding privately to your review, we escalated the matter to our legal team. Thelma our legal manager contacted you to address your concerns and to discuss the claim in detail with you. Every claim is dealt with on its own merits. We base our decision on case law and information at our disposal. Unfortunately, our decision to refute liability remains unchanged.
You have our apologies for the disappointing outcome of your 3rd party claim.
Regards,
The OUTsurance Team