Useless APP/ Broken Promises

Wow here we go again Outsurance. So the question is: Why have an app that doesn't work????

Let's start from the beginning

I called in September requesting cancellation of my policy as a competitor company had called me and offered a much cheaper premium. I was advised by the Retention consultant at the time that Outsurance could match the premium and that all I had to do was cover 200km on both my vehicles in order to qualify for the discount. This was not done.

When I called back, I was told by another Retention Consultant that I need to download the Outsurance App and activate Smart Drive. I advised said Consultant to please listen to the calls and advise if I was told by the initial consultant about the Outsurance App. I was called back and advised that the consultant did advise me of the App. I have agreed to disagree and let that issue go.

After downloading the App and activating Smart Drive, I had continuously checked to see if the app was registering my driving patterns and the simple answer to that question is that it was NOT registering any of my patterns.

I then phoned in again (to keep count this was my 3rd interaction). The service consultant tried transferring me to the Technical team to assist, however there was no answer. This consultant then had a Technical Advisor call me.

When the Tech Consultant called me (Interaction number 4). He guided me through updating my settings on my phone etc which I did and lo and behold the app is still not working.

So to keep it simple, this is what is going to happen and what I expect before I escalate to the Ombudsman.

1. A senior manager is going to look into this complaint. 2. Before calling me this manager is going to perform a thorough investigation into the complaint by listening to all my interactions with all the service consultants. If I get a call from this manager and he or she does not have his/her facts in order, there will be consequences.

Below is the solution I expect:

My monthly premiums are to be dropped to R1086 as promised, without registering Smart Drive on your useless, dysfunctional App.

I expect a call withing the next 48 hours.