1 reviews | Active since May 2012
Very bad service and almost a month with no kitchen
Let me make this clear, I have never claimed from my insurance before in all these years, and the service I received from Outsurance was really really bad. It started with a roof leak overnight during a storm that ruined ceiling and some kitchen cupboards. Outsurance said its a maintenance issue ,which it clearly wasn't as it never leaked before and only did after we had an intruder run over our roof. The payed out an amount eventually.
Now we removed the cupboards (a week and a few days later) and everything was under water because a pipe burst inside the wall between the kitchen and the bathroom. We urgently made a call to Outsurance but they left us without help for 4 days. We could use the water as it flooded the kitchen floor (I have photo proof). We had to clean baby bottles in buckets. We called Outsurance numerous times asking to attend to the issue but it took forever. There was damage to cupboards and the bathroom tiles, but Outsurnace told me they will only fix grouting and 1 square meter of tiles. I now realize after another professional inspection this is totally false and all my tiles need to be replaced on that wall. It is hollow and moudy. Outsurance blatantly manipulated us. They paid me just over R2000 for all the tile problems!
Eventually the plumber fixed the issue and left a massive hole in the wall. The cupboard installers were at this point agitated as they wanted to complete the project, but Outsurance took no notice of time. After a week of US calling Outsurance numerous times they sent a guy that said the bathroom tiles are faulty, we need new tiles in the kitchen flor and the hole needs to be covered. He never called me back as promised.
I decided to get someone to cover the hole myself as this process is now nearing a WHOLE MONTH! Outsurance did half work and under paid for problems. The cupboard installers could eventually start because I got it fixed, not Outsurance. I called Outsurance so many times and their feedback varied by caller and intent. The moment they wanted to discuss how I will pay them they nagged me.
To this moment our house is in absolute chaos. Our kitchen is non-existent and because we made a plan the process only started. Outsurance took my money for years and showered me with lies, deceit, no and slow response, very bad feedback and little pity with inconvenient payments. We are so sick of this situation, we have two kids to take care. Please think twice before joining Outsurance. You get what you pay for.
We take much pride in our service delivery so your review is naturally worrying.
Naomi our claims manager contacted you to address your concerns and to discuss the claim in detail. Your initial claim was registered on Saturday the 23rd of October and we finalised and processed payment on Wednesday the 27th of October. You opted to use your own service providers. Your current claim was registered late on Thursday afternoon the 11th of November and by Monday the 15th of November the claim was authorised. On Wednesday we were made aware of your concerns regarding the hole in the wall and we immediately requested the service provider to attend to the repair work. Unfortunately they only arrived late on Friday afternoon which is unacceptable and we will address the service failure with them. Subsequently you got your own service provider to fix the wall and Naomi has advised you that in order for us to refund you we will need an invoice. Naomi also advised you that once we receive the quote for the tiles we will call you to finalise the matter.
We take much pride in our service delivery so your review is naturally worrying.
Naomi our claims manager contacted you to address your concerns and to discuss the claim in detail. Your initial claim was registered on Saturday the 23rd of October and we finalised and processed payment on Wednesday the 27th of October. You opted to use your own service providers. Your current claim was registered late on Thursday afternoon the 11th of November and by Monday the 15th of November the claim was authorised. On Wednesday we were made aware of your concerns regarding the hole in the wall and we immediately requested the service provider to attend to the repair work. Unfortunately they only arrived late on Friday afternoon which is unacceptable and we will address the service failure with them. Subsequently you got your own service provider to fix the wall and Naomi has advised you that in order for us to refund you we will need an invoice. Naomi also advised you that once we receive the quote for the tiles we will call you to finalise the matter.
In your message you indicate that you immediately appointed a service provider. I called Outsurance from 17 November 2021 to ask assistance so please dont lie again. I have all the calls logged on my device. Its sad that you actually confess that you only logged the problem on the 19th even though I called days before. And yes, I did receive payments under the impression that the tiles did not replacement everywhere, which on Friday I learnt otherwise. I was told different stories and this is a major concern. The questions is who is lying.
You give dates to what you did but fail to mention that I called YOU every time to follow up. I just want my kitchen fixed. There is no excuse to have this process take a month. I hate how you throw dates but fail to mention the time it took to fix crucial claims, like the 4 days with no water. Stop trying to explain yourself and just allow me to fix the kitchen, or tell me so I can move my insurance to a company that cares.
The fact is our kitchen was faulty from the 23rd of October 2021. That's a fact and since then we had our problems. I will be waiting for the call as I was promised (for this afternoon).
In your message you indicate that you immediately appointed a service provider. I called Outsurance from 17 November 2021 to ask assistance so please dont lie again. I have all the calls logged on my device. Its sad that you actually confess that you only logged the problem on the 19th even though I called days before. And yes, I did receive payments under the impression that the tiles did not replacement everywhere, which on Friday I learnt otherwise. I was told different stories and this is a major concern. The questions is who is lying.
You give dates to what you did but fail to mention that I called YOU every time to follow up. I just want my kitchen fixed. There is no excuse to have this process take a month. I hate how you throw dates but fail to mention the time it took to fix crucial claims, like the 4 days with no water. Stop trying to explain yourself and just allow me to fix the kitchen, or tell me so I can move my insurance to a company that cares.
The fact is our kitchen was faulty from the 23rd of October 2021. That's a fact and since then we had our problems. I will be waiting for the call as I was promised (for this afternoon).
I will move to another insurer and my family also supports me on this and wants to cancel their Outsurance profiles. In the end the outcome was not fruitful.
I will move to another insurer and my family also supports me on this and wants to cancel their Outsurance profiles. In the end the outcome was not fruitful.