1 reviews | Active since Feb 2017
Unhappy client
Being a client for years I did not hesitate to insure my second hand Mimaki printer with Outsurance in June 2022. In May 2024, when the printer started showing issues, I did all from my side to avoid claiming. With huge financial expenses trying to get to the source of the problem. In September 2024 it was confirmed that the fault is the print head and I should log a claim. Logging the claim was easy but after the first assessor came, and advised me on site already, he will say wear and tear, and it will not be covered. (Also offering me “a friend” that will be able to help me.) I was speechless. I then arranged for a second opinion. Again it was rejected by the second person appointed by Outsurance. I was without words, stunned, shocked and logged a dispute. By end October, I received a letter stating I should just replace the part and my issue will be sorted, as their specialist came to the conclusion that it is wear and tear. We are not talking about a cheap part, hence the reason for insurance. Especially in a case like this, where confirmed by my technician and the supplier of the printer, that the head hasn’t reached its life expectancy of up to 5 years and 60 000 shots. Only having done 20 000 shots, the printer is used to print my business labels, personalized labels for orders, posters etc. Taking this into account I do not understand the reason for the rejection of the claim and the different conclusions between Outsurance appointed assessor and my technician and supplier. I bought the printer second hand with a new print head, installed before delivery. (Can supply letter from company to confirm).
I have been with Outsurance (personal & for business) for many years without ever submitting a claim. Hearing other people's success stories over and over it leaves me sadly disappointed on the outcome of my first claim. And I wonder what exactly was covered by my premium, as I have household insurance for fire, theft and natural disasters. This is not a small machine. After the letter in October I cancelled my policy as I do not know what else will be covered if this is not covered. I will also move my personal insurance in the near future before I am stuck like now when I actually HAVE to claim. We only see/hear about the success stories and happy customers.
We are sorry to hear about the disappointing outcome of your claim which led to you cancelling your policy.
We wish to note that the purpose of the insurance contract is to make provision for sudden unforeseen events and unfortunately cannot cover every damage/cause. The insurable causes and perils are listed in your Policy wording. With reference to our damage report from our service provider which has been supp**** to you, the cause of damage could not be attributed to an insurable cause or peril and therefore the claim falls outside ambit of cover.It is further noted that the print head is a consumable item and in need of replacement 1 – 5 years depending on use and maintenance. We wish to point out that the findings of our specialised service provider are conclusive and based on fact and observations documented in the formal damage report. No accidental event is noted to have occurred that resulted in the damage you are experiencing, and no sign of an insured cause could be attributed by our service provider. In light of the above it is concluded that the print head is a consumable item and as such, upon replacing, you should not experience further issue. The outcome of the claim is upheld as no insurable cause or peril could be attributed to the damage experienced.
Regards,
The OUTsurance Team
We are sorry to hear about the disappointing outcome of your claim which led to you cancelling your policy.
We wish to note that the purpose of the insurance contract is to make provision for sudden unforeseen events and unfortunately cannot cover every damage/cause. The insurable causes and perils are listed in your Policy wording. With reference to our damage report from our service provider which has been supp**** to you, the cause of damage could not be attributed to an insurable cause or peril and therefore the claim falls outside ambit of cover.It is further noted that the print head is a consumable item and in need of replacement 1 – 5 years depending on use and maintenance. We wish to point out that the findings of our specialised service provider are conclusive and based on fact and observations documented in the formal damage report. No accidental event is noted to have occurred that resulted in the damage you are experiencing, and no sign of an insured cause could be attributed by our service provider. In light of the above it is concluded that the print head is a consumable item and as such, upon replacing, you should not experience further issue. The outcome of the claim is upheld as no insurable cause or peril could be attributed to the damage experienced.
Regards,
The OUTsurance Team