WELCOME TO OUTSURANCE where we waste your time & money & resolve NOTHING!

I a wrote a complaint regarding the recent increase in my insurance premium from R816 to R1102 — a staggering increase of 35%.

When I called the consultants to query this, I was told twice that the increase is due to a single claim for a cracked bath in December. The consultant further explained that Outsurance had received just over R10,000 in premiums from me, and because the bath claim cost just over R9,000, the premium increase was implemented to basically recover the funds and ensure funds for future claims. (in essence)

Frankly, I find this explanation deeply concerning. This justification makes it seem as though Outsurance is operating more like a loan recovery company than an insurer. I was under the impression that I had insurance coverage — not a pay-back-later system.

If this is truly how claims are evaluated — i.e., by comparing premiums paid against claim value — then what happens if I ever need to claim for something major, like storm damage to my roof costing R300,000? Or worse, a total house fire? Should I expect my premiums to increase by 3000% then?

Had I known that claiming for the bath would result in this excessive increase, I would have simply paid for the repair myself out-of-pocket. This approach feels misleading and borderline punitive.

I cannot afford such an increase, and I believe it is neither reasonable nor in line with the fair treatment of policyholders. I requested that they re-evaluate this increase, provide me with a clear breakdown of the risk-based reasoning behind the new premium, and inform me of any formal process to appeal or escalate this matter further.

I received an answer ......

At the present moment, this is the best rate that can be offered to you. The explanation given by the consultant does cover the re-rate process and how the risk ratings work.

The biggest factor impacting your policy re-rate is the age of your policy, combined with your actual loss ratio. It is important to keep in mind although you might be experiencing a premium increase, we have also adjusted the sum insured based in the inflation rates and are also covering you for a higher value.

My apologies, that we could not do anything more to lower the rates on you policy, however if you would to have a telephonic conversation further on the matter, please let me know when I should call you.

FOR ONE CLAIM FOR A CRACKED BATH, my premium increases over 35%!!!!!!!

Then to top it of I just received another call from Outsurance, from another consultant, with no new information, no new decision, just to indicate THE EXACT SAME THING. Well Done Outsurance, you just made my blood pressure boil AGAIN. New SLOGAN, WELCOME TO OUTSURANCE where we waste your time & money & resolve NOTHING!

SAD PART! I was always an Outsurance fan, always recommended them to others and never had a bad thing to say about them. This Outsurance is how you will lose loyal clients.