Unfaithful Insurance Sale

Below is the email I send the Outsurance Dispute Forum , and due to their response ( which make sense that I didn’t provide any information about me eg.Policy Number or Id number ) I decided to call the number they provided for me , to Dispute and cancel the premium , then I was speaking to the lady who goes by the name of Mercy and she apologised on behalf of the consultant that promised me that the cover won’t increase which on me does not make sense because they “ Headoffice”/ company should share any communication about the changes on the covers& premiums in time to their employees so I find it not fair on me that I paid the cover the whole year knowing the cover will remain the same and my family and I are at good hands but only to find out I have to loose that money just like that because Mercy said I can’t get the money back even a certain percentage from the cover . The cover was going to increase on the 1st of February 2026 and because I cancelled it Mercy said from the 2nd everything will be cancelled totally , but what amazes me is that I haven’t got any email or sms from them for my cancellation,she only gave me an “I don’t know whether it’s an OTP number or what cos she just said it as if it’s just a number not for me to write down incase I want to enquire “ , and normally they debit from my bank account on the 1st of every month so I asked her that won’t they deduct if the cancellation is going to be done or totally cleared on the 2nd of Feb , she said no , so it’s her word nothing else, so I’m afraid that if they do debit how/what will I do to defend my self on , I mean no proof that I called and that my cancellation request has been actioned and that No debit order will go through. My Policy Number OT*** , I would appreciate if they reimburse my premiums because I now have no faith on keeping the policy because I don’t know if they will be faithful on keeping the premiums and the cover the same or drop the cover and keep the premiums the same .

Dear OUTsurance Funeral Cover Team,

I hope this email finds you well.

My name is Ntebelleng Portia Matsie, the policy holder of an OUTsurance Funeral Cover. I am writing to formally dispute the recent increase in my premium and to request the cancellation of my policy with immediate effect.

The reason for my dissatisfaction is that my premium has increased, yet the payout amount remains the same. This is not what was explained to me by your consultant at the time of signing up. I was clearly informed and assured that the premium would not increase, especially after I made it very clear that I am currently not working and that affordability was a major concern for me.

It is therefore unfair and unacceptable that the premium increases while the payout does not, and I was further advised that the premium will continue to increase yearly. This is not in line with what was promised to me, and had I known this from the beginning, I would not have agreed to the policy.

As a result, I am not satisfied with this funeral plan and request the following:

Immediate cancellation of my funeral cover, or

A full refund of any amounts that were paid under these misleading terms.

Please treat this matter as urgent. In terms of the FAIS Act and the Consumer Protection Act, I am entitled to fair, transparent, and honest disclosure of all policy terms and costs. I believe I was misled regarding the premium structure of this policy, and I reserve my right to escalate this matter should it not be resolved satisfactorily.

Please provide me with written confirmation of the cancellation and/or refund process.

I look forward to your prompt response.

Kind regards,

Ntebelleng Portia Matsie

Policy Holder ………………………………………………… Good day,

You have reached the OUTsurance dispute forum.

We are in receipt of your correspondence; however, it does not include any telephone, claim, policy or ID number.

We are uncertain how we may assist considering the correspondence received.

Please note that the purpose of the dispute forum is to review the outcome of claim decisions.

Should your query be policy, claims or assessing related, you may contact the call centre on ***to assist.

Should you intend disputing the outcome of a claim, kindly provide us with grounds of dispute, second opinion or damage report from a reputable service provider if applicable and reasons as to why you are of the view the claim falls within ambit of cover.

A formal dispute will be lodged upon receipt of the above and we will review the matter in terms of your grounds of dispute and provide you with comprehensive feedback.

Regards,

The Dispute Forum