Vehicle accident problem

Item: OUTsurance
Rating: 2
Author: marie M

So on sunday my husband was in a accident with my vehicle. I phone outsurance to inform them of the accident.

The way they treat you on the phone is not what I expected. Want to phone my husband bombard him with questions about how, why, when and were. No remorse for the person being in shock. Every second word is towing. And who is the regular driver.

Then they want to argue with me about who is towing the vehicle. After I said who I will be using. I do know more about towing than what you do. And you are not allowed to force me to use one of your towing. How can you send me a towing that is 30km away from the seen. By the time they get there my husband would have been ****** or something.

Monday just pass 8 I phone claims. Report again inform them of my call on sunday. They ask for towing and so forf so they can pay them and the vehicle go to outsurance yard.

Today is Wednesday they still have not paid the towing and my vehicle still not at there yard. Accessor contact me want to see us since when do you as client meet with Accessor. Outsurance does not even cantact me to inform me about the Accessor going to contact me.

When I joined they said payment take 3 to 7 days. And now they are delaying the posses. With all these problems I should have stayed with Santam. I have a good mind in moving al my things over to them again.

Outsurance made me a beter offer than Santam. And that why I moved but now it looks like I made a mistake in moving over.

Helpful (0)

Replies (3)

marie M's updateReviewer Update

13 Sept 2018, 10:41

So last night the excesor came to see us. He look over the contact and things like that. Due to the time the accident happend. They now want bank statements, tracking, cell phone statements enc. To proof my husband did not stop at a bar to have a drink. As there was no police on the seance and no witnesses. Treat you like it's a crime being involved in an accident. Outsurance does not fund me to pay for bank statements, for driving up and down to get these things or for the airtime I am spending on phone for things. I insured my window smash and grab as it cost me money to put on the the vehicle. If I need to replace the vehicle and have smash and grab put on the new vehicle it is going to cost me again. How can you get a quote for the vehicle that has been written off as the price is different from vehicle to vehicle as the windows are not the same. What is the point in insuring the smash and grab then in the first place. I am very unhappy about how outsurance is dealing with my claim and they makes us feel like crimenals. My husband feels bad enough that he was in an accident with my vehicle and now outsurance is just adding to my stress. I regret my move from Santam to outsurance just because we save a few bucks.

marie M's update13 Sept 2018, 10:41

Reviewer Update

marie M's updateReviewer Update

13 Sept 2018, 13:18

I would just like to say thanks to Deon Van Wyk of outsurance for his call. He is making sure payment is taking place. I have leant my lesson and same advise for others to make use of insurance approved towing companies. If they say they are rather make sure and go with what the insurance tell you.

marie M's update13 Sept 2018, 13:18

Reviewer Update

OUTsurance's replyOfficial

18 Sept 2018, 12:43

Good day mnelmostert00,

We do apologise that our validation process caused you discomfort.

We were obviously very concerned with the towing as you described. Deon our Assessing Manager contacted you to apologise for the bad experience and to get the matter resolved.

Thank you,

Kelvin

OUTsurance's reply18 Sept 2018, 12:43

Official

Good day mnelmostert00,

We do apologise that our validation process caused you discomfort.

We were obviously very concerned with the towing as you described. Deon our Assessing Manager contacted you to apologise for the bad experience and to get the matter resolved.

Thank you,

Kelvin