Unjustified Cancellation of Current Policy

On Friday, my Mum was called by someone in Outsurance advising her that her policy has been cancelled by Outsurance. She called me and I thought she was mistaken or hear incorrect. However shortly thereafter I get an email from Outsurance with a letter attached stating that my mum policy has been cancelled effective 27 December 2023. The letter has no real details, except that the policy was cancelled. It does not even state that Outsurance cancelled the policy. The letter came from a Nasar Abrahams.

I'm a consented party on my Mum's policy and called Outsurance immediately, the first consultants were not sure what was happening, they thought we had cancelled the policy, after I confirmed that we had not, they transferred me to someone senior. The senior consultant indicated that the policy seems to be cancelled because the risk of flooding in KZN is too high for Outsurance to continue insuring. So I asked the consultant is "Outsurance cancelling all insurance policies in KZN" and will they no longer be issuing any new policies in KZN. He could not answer me and said that he will have to transfer me to the manager who cancelled the policy. He put me on hold for a while and when he came back on the line, he indicated that the manager will call me in the next few minutes. That was just after 12pm on Friday 8 December 2023. I'm still waiting for this manager to call me!!!! I even asked the consultant for the manager's contact details so I could contact them if they didn't can back to me but the consultant did not want to provide me with the managers details.

I have checked the policy wording and accordingly the only time Outsurance can cancel the policy is when there is a failure in payment of premiums. This is definitely not the case here. Added to that, if Outsurance cancels a policy, a minimum of 31 days written notice must be provided. We received a cancellation letter on 8 December 2023 with a cancellation date of 27 December 2023. That's not 31 days!!!!

There looks like something fishy is going on here. We were supp**** with a vague letter which does not even mention whether the client or insurer cancelled the policy, neither does it state the reason and clause under the policy wording that has led to the policy being cancelled. This cancellation is in no way in compliance with the current policy wording or justified.

Please can someone contact with regards to this unjustified cancellation of my Mum's policy. Please contact me as I assist her in this matters and hence I consented party on her policy.