Unresolved Vehicle Repair Issue and Disappointing Service from Outsurance

I am writing to express my profound dissatisfaction with the service I have received from Outsurance, which has significantly fallen short of my expectations and their previously demonstrated standards.

In 2022, my vehicle was approved for repairs through Outsurance's preferred service provider, Revive Autobody. However, due to a series of unforeseen events, including the breakdown of this very vehicle and its subsequent use as a backup vehicle during an extended repair period of another car, I was unable to bring it in for repairs immediately. Throughout this period, I diligently kept both Outsurance and Revive Autobody informed of my situation. I was under the impression, based on our last communication, that I could bring in the vehicle for repairs at my convenience, and this was noted in my file.

Recently, when my vehicle was finally ready for repairs, I contacted Revive Autobody, only to be informed that they are no longer on the Outsurance panel of service providers. Following up with Outsurance, I was met with a disheartening response. Despite my regular updates and the previous approval for repairs, I was told that the 6-month window for the repair had lapsed. Outsurance offered a payout of merely R4000, grossly insufficient for the necessary repairs, and advised me to find another service provider on my own.

This response is not only disappointing but also contradictory to the understanding I had from our previous communications. The purpose of my regular updates was to ensure a seamless repair process, yet it appears that these efforts were futile. Outsurance’s recent approach, characterised by a certain level of arrogance, is a stark contrast to the quality of service I had previously experienced and enjoyed.

Furthermore, there was no indication from Outsurance at any point that failing to repair the vehicle within the first 6 months would lead to such a drastic change in the handling of my case. Had I been made aware of this, I would not have wasted time and effort in providing updates and could have sought alternative solutions earlier.

I am not seeking a payout; I expect the company to honour the initial agreement and facilitate the repair of my vehicle as initially approved. The lack of clear communication and the abrupt shift in policy are unacceptable and reflect poorly on Outsurance's commitment to customer service.

I have since switched to Miway, where I understand many former Outsurance leaders are now based, in the hope of better service. It is regrettable that what was once a strong customer-service relationship with Outsurance has deteriorated to this point.

I urge Outsurance to reconsider their stance and fulfill their obligation to repair my vehicle as was initially agreed upon, without imposing the financial and logistical burden of sourcing a new service provider and dealing with an insufficient payout.