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Matshidiso M

1 reviews | Active since Sept 2018

05 Jun 2025, 13:27

Unjust Treatment and Repetitive Interrogations by OUTsurance

I currently have an active claim with OUTsurance. Initially, they appointed an assessor for this claim. However, due to a previous experience where I was bul**** by a male assessor in the motor industry, I requested a female assessor. This request was accommodated and I appreciate this. Upon reviewing the consent form, I noticed it did not comply with the basic requirements of the Protection of Personal Information Act (POPIA), such as how my information is processed, stored, and destroyed after use. I raised this concern, but the form was not revised to address these issues and I paid an attoney to have a look for me.The appointed assessor conducted the assessment about a week ago and verbally explained how my information would be used. I signed the consent form, and she collected the necessary documents, including the police report from SAPS.I have to say assessment feels more like an interrogation,the same questions are being asked repeatedly, despite having already provided my statement to the police and the initial OUTsurance consultant and past claims that are not even relavant to the claim that are also recorded by the way and can be accessed are being asked. This redundancy raises concerns about the efficiency and fairness of the claims process.It appears that the strategy is to make claimants repeat their stories until they potentially miss a detail, which could then be used to deny the claim. This approach seems particularly targeted at black clients, as I've observed that claims from white clients are processed without such scrutiny(I was a PA and would handle claims for my white boss who lost the same item every year for 4 years I worked there yet outsurance never assessed her).In my previous work in the research industry, I studied insurance company behaviors. It's evident that insurers calculate premiums and make it difficult to pay out claims that exceed what they've collected in premiums. This practice is so *********, as it places the burden on the client.Additionally, the premiums are trippled after an approved claim to either chase you or just make you not afford it. I am deeply dissatisfied with OUTsurance's handling of my claim and would not recommend them to anyone who values their time and peace of mind.THE HIGHLIGHT OF THIS REVIEW IS THAT THEY WANT TO ASSESS ME AGAIN!!!AND THIS IS SO RIDICOULUS ,IT IS A WASTE OF MY TIME THIS WAS SUPPOSED TO BE DONE AND FINISHED IN THE FIRST ASSESSMENT .

Insurance is a complex industry, and it's crucial for companies to have strategies and skills that prioritize ethical practices and customer satisfaction. I do not tolerate bullying, and my experience with OUTsurance has been nothing short of distressing.I will be contacting the Ombudsman for Short-Term Insurance regarding this matter.Also why is my partner being questioned for the asset I am claiming for when I was told no 3rd parties will be questioned?I have this in recording.

No respect for people .

0
Replies (2)
OUTsurance
OUTsurance's reply19 Jun 2025, 12:20
Official
Good day Matshidiso,

We do apologise that our validation process caused you much discomfort.

After responding privately to you, we escalated the matter. Our assessing manager, Valerie, contacted you to address your concerns and she discussed our validation process in detail with you. 

Thank you for bringing your concerns to our attention and for giving us an opportunity to address your concerns.

Regards,
The OUTsurance Team



MM
Matshidiso M's update21 Jun 2025, 01:02
Reviewer Update
I was contacted by a claims manager named Valerie. She called me on two separate occasions and explained that the assessor assigned to my case had not conducted the assessment properly. According to her, OUTsurance's approach is not meant to be interrogative but to confirm the information provided by clients. She acknowledged that the experience I had was not in line with OUTsurance’s standards and assured me that the matter would be escalated, and assessors would be addressed accordingly.
However, following these conversations, I requested the call recordings—specifically because Valerie had misrepresented what I had said to the assessor, and I wanted to clarify what had actually been communicated. To my shock, OUTsurance claims there are no recordings of either call. I was told there was a "problem with Valerie’s computer," and that neither of the calls (on Friday and Monday) were recorded. This explanation is unacceptable coming from a large, well-established company. How can critical conversations about a claim not be recorded? It raises serious concerns about accountability and transparency.
What’s worse, the entire conversation with Valerie has now become meaningless—there is no record of her commitment to escalate the matter or her comments about the assessor’s conduct. When I asked for contact details for someone senior to escalate my concerns, she ignored my request. It has now been seven days with no response.
I also requested the call recordings between myself and the assessor, and those have still not been provided.
If I could upload screenshots of the email exchanges, I would gladly do so for others to see and decide whether this is the kind of service they want from their insurance provider. I am beyond disappointed. I always knew that dealing with insurance companies could be frustrating, but I never expected this level of manipulation and lack of accountability.
I’m not done with this. I will be sharing my full experience—including screenshots—on LinkedIn, and I intend to escalate this matter to the relevant compliance authorities.