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Alilali R
1 reviews | Active since Nov 2017
28 Jun 2023, 09:53
Vehicle inspection documents suddenly missing after 4 years of cover
May 2019 I changed cars ,took my car to PG Glass Fourways for the general inspection as recommended by Outsurance(My insurer of choice since my first car in 2007)The inspection was done,I recieved a copy and the normal process is that Outsurance gets a copy from PG Glass.
Two weeks ago,4 years into me paying insurance and getting roadside assistance from Outsurance,a courtesy message pops up on my screen that "we have noticed your vehicle hasn`t been inspected"
I did the responsible thing,I contacted them and notified that the inspection was done when I 1st got the car in 2019.The outsurance agent explains it very clearly that they do not have my inspection sheet and that they will not look for it and I should rather get my car inspected.
As much as its been explained as an admin process,who should take responsibility for this issue? Why am I being given an extra task?Somebody didn`t do their work,do we just sweep this under the carpet and pretend that indeed for the 4 year period,I had not kept my end of contract?
Knowing full well that should I have gotten into an accident,my claim would not have been paid,should I turn the other cheek?Does Outsurance do this act habitually ,to try and void claims? If this is not something that Outsurance has done on purpose,why is the agent refusing to investigate this issue?
Continuation of cover with you guys,without resolving this will not give me assurance in your product.I am beyond dissappointed!!! I cannot begin to explain in words my feelings!!!
Helpful (0)
Replies (7)0
Replies (7)
OUTsurance's replyOfficial
04 Jul 2023, 15:23Good afternoon Alilali,
Further to our private reply, our client care manager Sershen has been unsucessful in his attempts to contact you and has subsequently sent you an email.
Further to our private reply, our client care manager Sershen has been unsucessful in his attempts to contact you and has subsequently sent you an email.
Please provide him with a convenient time to call you and he will do so.
Regards,
The OUTsurance Team
OUTsurance's reply04 Jul 2023, 15:23
Official
Good afternoon Alilali,
Further to our private reply, our client care manager Sershen has been unsucessful in his attempts to contact you and has subsequently sent you an email.
Further to our private reply, our client care manager Sershen has been unsucessful in his attempts to contact you and has subsequently sent you an email.
Please provide him with a convenient time to call you and he will do so.
Regards,
The OUTsurance Team
AR
Alilali R's updateReviewer Update
06 Jul 2023, 15:11so I contacted Outsurance Today.I spoke to an agent,who wants me to forget about that my inspection document is lost.We should move on and I should do the inspection as if I had never done it before. Then fast forward to the next 10 years,then they still don`t have my inspection document again.
Maybe I`ve stayed too long with Outsurance that they do not value me as a client anymore.Being pushed around like this? Outsurance,don`t you have better solutions than to simply ask me to re-do the inspection? Whether its at your partner or myself taking pictures.
If I was involved in an accident, was I going to simply be asked to send pictures and a claim be settled? I doubt it. I have potentially being paying insurance for over 4 years for a claim that you wouldn`t entertain due to no fault of mine.
The solution is quite simple: ask your partner to forward you with a copy of my inspection sheet. I believe there should be storage oof such information either at your supplier or yourselves.I haven`t done anything wrong here,the least you could do to ratify this solution is to fix it yourselves.
I don`t believe that over the years you sent road assist to help me,but claim you do not have inspection documents? You even paid outbus,but do not have an inspection document?What is this?
Maybe I`ve stayed too long with Outsurance that they do not value me as a client anymore.Being pushed around like this? Outsurance,don`t you have better solutions than to simply ask me to re-do the inspection? Whether its at your partner or myself taking pictures.
If I was involved in an accident, was I going to simply be asked to send pictures and a claim be settled? I doubt it. I have potentially being paying insurance for over 4 years for a claim that you wouldn`t entertain due to no fault of mine.
The solution is quite simple: ask your partner to forward you with a copy of my inspection sheet. I believe there should be storage oof such information either at your supplier or yourselves.I haven`t done anything wrong here,the least you could do to ratify this solution is to fix it yourselves.
I don`t believe that over the years you sent road assist to help me,but claim you do not have inspection documents? You even paid outbus,but do not have an inspection document?What is this?
AR
Alilali R's update06 Jul 2023, 15:11
Reviewer Update
so I contacted Outsurance Today.I spoke to an agent,who wants me to forget about that my inspection document is lost.We should move on and I should do the inspection as if I had never done it before. Then fast forward to the next 10 years,then they still don`t have my inspection document again.
Maybe I`ve stayed too long with Outsurance that they do not value me as a client anymore.Being pushed around like this? Outsurance,don`t you have better solutions than to simply ask me to re-do the inspection? Whether its at your partner or myself taking pictures.
If I was involved in an accident, was I going to simply be asked to send pictures and a claim be settled? I doubt it. I have potentially being paying insurance for over 4 years for a claim that you wouldn`t entertain due to no fault of mine.
The solution is quite simple: ask your partner to forward you with a copy of my inspection sheet. I believe there should be storage oof such information either at your supplier or yourselves.I haven`t done anything wrong here,the least you could do to ratify this solution is to fix it yourselves.
I don`t believe that over the years you sent road assist to help me,but claim you do not have inspection documents? You even paid outbus,but do not have an inspection document?What is this?
Maybe I`ve stayed too long with Outsurance that they do not value me as a client anymore.Being pushed around like this? Outsurance,don`t you have better solutions than to simply ask me to re-do the inspection? Whether its at your partner or myself taking pictures.
If I was involved in an accident, was I going to simply be asked to send pictures and a claim be settled? I doubt it. I have potentially being paying insurance for over 4 years for a claim that you wouldn`t entertain due to no fault of mine.
The solution is quite simple: ask your partner to forward you with a copy of my inspection sheet. I believe there should be storage oof such information either at your supplier or yourselves.I haven`t done anything wrong here,the least you could do to ratify this solution is to fix it yourselves.
I don`t believe that over the years you sent road assist to help me,but claim you do not have inspection documents? You even paid outbus,but do not have an inspection document?What is this?
OUTsurance's replyOfficial
06 Jul 2023, 16:26Good afternoon Alilali,
Our client care manager attempted to call you on numerous occasions to discuss a solution which is not what you discussed with our client care advisor.
Please provide us with a date and time convenient for you and he will call you then.
Regards,
The OUTsurance Team
Our client care manager attempted to call you on numerous occasions to discuss a solution which is not what you discussed with our client care advisor.
Please provide us with a date and time convenient for you and he will call you then.
Regards,
The OUTsurance Team
OUTsurance's reply06 Jul 2023, 16:26
Official
Good afternoon Alilali,
Our client care manager attempted to call you on numerous occasions to discuss a solution which is not what you discussed with our client care advisor.
Please provide us with a date and time convenient for you and he will call you then.
Regards,
The OUTsurance Team
Our client care manager attempted to call you on numerous occasions to discuss a solution which is not what you discussed with our client care advisor.
Please provide us with a date and time convenient for you and he will call you then.
Regards,
The OUTsurance Team
AR
Alilali R's updateReviewer Update
07 Jul 2023, 11:42I suppose the client care manager forgot to tell you that I responded to the email with convenient times.
Today-I`m available now until 12h30 and again at 17h00 until 18h00 .
Saturday-I`m available at 10h00 until 11h00 and again at 13h00 until 15h30.
Monday- I`m available at 7h30 until 8h30,12h00 until 12h45 and 1700 until 18h00.
The same numbers that are on the system is the same numbers that the call centre agent got hold of me.
Today-I`m available now until 12h30 and again at 17h00 until 18h00 .
Saturday-I`m available at 10h00 until 11h00 and again at 13h00 until 15h30.
Monday- I`m available at 7h30 until 8h30,12h00 until 12h45 and 1700 until 18h00.
The same numbers that are on the system is the same numbers that the call centre agent got hold of me.
AR
Alilali R's update07 Jul 2023, 11:42
Reviewer Update
I suppose the client care manager forgot to tell you that I responded to the email with convenient times.
Today-I`m available now until 12h30 and again at 17h00 until 18h00 .
Saturday-I`m available at 10h00 until 11h00 and again at 13h00 until 15h30.
Monday- I`m available at 7h30 until 8h30,12h00 until 12h45 and 1700 until 18h00.
The same numbers that are on the system is the same numbers that the call centre agent got hold of me.
Today-I`m available now until 12h30 and again at 17h00 until 18h00 .
Saturday-I`m available at 10h00 until 11h00 and again at 13h00 until 15h30.
Monday- I`m available at 7h30 until 8h30,12h00 until 12h45 and 1700 until 18h00.
The same numbers that are on the system is the same numbers that the call centre agent got hold of me.
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Alilali R's updateReviewer Update
12 Jul 2023, 09:24It is Wednesday Today and the call, from Outsurance client care manager,since last Thursday is still to be recieved if it will ever happen.
It surely is easier to claim that calls have been unsuccessful.
It surely is easier to claim that calls have been unsuccessful.
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Alilali R's update12 Jul 2023, 09:24
Reviewer Update
It is Wednesday Today and the call, from Outsurance client care manager,since last Thursday is still to be recieved if it will ever happen.
It surely is easier to claim that calls have been unsuccessful.
It surely is easier to claim that calls have been unsuccessful.
AR
Alilali R's updateReviewer Update
13 Jul 2023, 10:38Finally,my issue is resolved.The client care manager called.My issue is resolved,and this issue could have been avoided had the 1st agent escalated my enquiry to the relevant section.I have been a loyal Outsurance client after all,and my profile is squeeky clean.Thank you Outsurance for taking a reasonable stance,eventually!!
AR
Alilali R's update13 Jul 2023, 10:38
Reviewer Update
Finally,my issue is resolved.The client care manager called.My issue is resolved,and this issue could have been avoided had the 1st agent escalated my enquiry to the relevant section.I have been a loyal Outsurance client after all,and my profile is squeeky clean.Thank you Outsurance for taking a reasonable stance,eventually!!
OUTsurance's replyOfficial
13 Jul 2023, 11:31Good day Alilali,
We are glad that this matter has finally been resolved for you.
Regards,
The OUTsurance Team
We are glad that this matter has finally been resolved for you.
Regards,
The OUTsurance Team
OUTsurance's reply13 Jul 2023, 11:31
Official
Good day Alilali,
We are glad that this matter has finally been resolved for you.
Regards,
The OUTsurance Team
We are glad that this matter has finally been resolved for you.
Regards,
The OUTsurance Team