What’s going on there at Outsurance?

I have been with Outsurance for over 7years and the service in those 7years has always been outstanding until this year.

I am not sure if Outsurance has gotten new people who are demotivated to work but the attitude of their staff has changed.

On Saturday I made a call to Outsurance asking them to update my home adress. I asked the consultant to check the notes on the system regarding what was discussed last month. Last month I called Outsurance asking them to update my adress to my mom s adress for 30days as I am currently doing home renovations at my house. Now on Saturday I called Outsurance to ask them to extend that by an additional 15 days as it will be 45 days in total that I am away.

I could tell from how the conversation was going with the consultant that we were not getting along and we were not hearing each other so I asked to chat to someone senior. She responded by telling me that she is the senior and did not transfer my call!

She explained that my current location is pointing to my own house and she said it’s fine like that since it’s just an additional 15 days that I am way and I said okay. Before I could even ask her to send me an email confirming that it’s okay that my car is at my mom s house for a total of 45 days she hung up. There was no, “ is there anything else that can help you with” she just hung up!

I guess the senior I spoke to is the CEO as she reports to no one.The service I received on Saturday is not Outsurance standard and that senior needs to go on training asap.