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Tiaan B

1 reviews | Active since Aug 2023

22 Aug 2023, 08:34

Unpleasant Claims Process and Lack of Client Choice

<div>I am writing to express my strong dissatisfaction with Outsurance's handling of our recent accident claim for our company vehicle, a VW Golf. We wanted our trusted repairer, HJ Bosch and Sons MBR, who has SAMBRA approval, to repair the vehicle. However, Outsurance initially denied our request and forced us to sign an indemnity, placing the liability for future issues onto us. This left us feeling cornered and necessitated that we handle the entire repair process ourselves, negatively impacting our business operations.

Furthermore, when we requested a "cash in lieu" payout, Outsurance initially refused, stating: "Die navraag oor cash in lieu is korrek. Ons doen dit nie meer nie. Daar was te veel bedrog van kliente wat die geld vat en nie die kar laat reg maak nie. En dan later vin dons dit uit, of met ‘n volgende claim dan is dieselfde skade weer op die claim. Dus, betaal ons direk die panelbeater." (Translation: The inquiry about cash in lieu is correct. We no longer do this. There was too much ***** from clients who take the money and don't get the car repaired. And then later, we find out, or with a subsequent claim, the same damage is on the claim. So, we pay the panel beater directly.) However, Outsurance ultimately paid cash in lieu for our claim, which makes us question the validity of their initial refusal.

Additionally, we were asked to provide old documents from our previous insurance, which we assume was to check if the vehicle had been in an accident before. This requirement created additional delays and inconveniences, and we felt it was an invasion of our privacy.

Our vehicle was successfully repaired by HJ Bosch and Sons MBR, and the warranty remains intact. However, the claim process with Outsurance was needlessly burdensome and frustrating. The lack of customer choice and the forced indemnity left us feeling unheard and undervalued.

Due to this experience, we are seriously considering changing insurance providers. We urge Outsurance to reevaluate its practices and prioritize customer choice and satisfaction.</div>

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Replies (3)
OUTsurance
OUTsurance's reply29 Aug 2023, 15:39
Official
Hello Tiaan

Further to our private reply to you, we again apologise for the frustration you experienced.

Our client care manager rep**** to all the concerns raised and provided you with feedback on the enquiries you had. Thank you for the opportunity provided in doing so.

Regards
The OUTsurance Team
TB
Tiaan B's update29 Aug 2023, 16:55
Reviewer Update
Dear Outsurance Team,

Firstly, I would like to express my disappointment as your message states that my concerns were addressed and feedback was provided, which is not the case. I am still eagerly awaiting a response to the points I raised in my previous communication.

Allow me to reiterate the concerns I shared in my last email to you, as they are of utmost importance to me:

  1. CPA Principles: While I understand that OUTsurance operates under specific financial sector regulations, it is crucial to acknowledge that the principles of fairness, transparency, and consumer protection, which are central to the Consumer Protection Act (CPA), hold universal relevance. It would be greatly appreciated if OUTsurance could demonstrate a deeper acknowledgement of these principles in your practices rather than focusing solely on regulatory technicalities.

  1. Vetting Process: I am particularly interested in understanding the expertise and criteria utilized by OUTsurance's Claims Supply Chain team when vetting auto body repair suppliers. Considering the specialized nature of both the insurance sector and the auto body repair industry, it is important to ensure that the vetting process is thorough and informed by the technical nuances of auto body repairs. I would suggest that OUTsurance considers the standards set by the South African Motor Body Repairers' Association (SAMBRA) as the benchmark for auto body repair vetting. Relying solely on an in-house team without specialized knowledge may compromise the quality and standard of service received by clients.

In my pursuit of a transparent and open relationship with OUTsurance, these concerns remain unresolved. I kindly request your prompt attention and clarification on these points.

I trust that you will address these matters in a timely and satisfactory manner. I eagerly await your response and appreciate your commitment to resolving these issues.

Thank you for your attention.

TB
Tiaan B's update07 Sept 2023, 11:24
Reviewer Update
Disappointed with OUTsurance's Communication and Customer Service


I have been a loyal customer of OUTsurance under the banner of MCB Manco Pty Ltd. Recently, I encountered several claims-related issues and had to engage in lengthy email communications to better understand the company's processes. While I appreciate the initial responses, I must express my deep disappointment with how things have been handled lately.

  1. Confusion Over Our Role: It seems there's a mix-up at OUTsurance. While HJ Bosch and Sons may be a service provider, MCB Manco Pty Ltd is strictly a client. Blending these roles has muddied our interactions and seems to have shifted the dynamics of our communication.
  2. Unresolved Concerns: Despite repeated attempts, I have yet to receive a straightforward answer to my primary concern: the procedure for claims with non-preferred service providers. This ambiguity is concerning as a customer and doesn't inspire confidence in future dealings.
  3. Abrupt Communication: The most recent email from OUTsurance's COO, Micky Maharaj, was particularly disheartening. While I understand the preference for face-to-face meetings, it's not feasible for me due to my busy schedule. Moreover, I find written communication more transparent, as it provides a reference for future interactions. To be told no further emails on the matter would be entertained was not only unexpected but felt dismissive.
  4. Awesome Service?: Regrettably, my recent experience has been far from the "awesome service" that OUTsurance prides itself on. From delays to lack of clarity and now seemingly being shut out from further email communication – it's been a series of disappointments.

I hope OUTsurance takes this feedback to heart and works on improving their customer communication. It's essential for a brand that has built its reputation on being customer-centric.