1 reviews | Active since Mar 2013
When a big conglomerate tramples on small man, should one keep quiet about it
on the 8 November 2019, my daughter who is 24 years old and a licenced, driver, was on way to church driving my car.Her younger sister in car with her.They got involved in an accident. Matter reported to Outsurance same evening, Elvril, who was so helpful and empathetic, authorised car to be towed by First Help to one of their premises(it pains me to write a low rating, due to other reasons experienced from other quarters within Outsurance. on 9th November,2019, Portia Mtembu, called us with claim reference number ***.Portia helped me in a professional manner too, kept her promise in phoning back or sending emails.(i wish i could separate her from this low rate review as well).On 11 November 2019, was advised that it was not economic viable to repair the car. On 15 November 2019, claim outcome, telephonically advised by Willem DuPlessis, Outsurance rejected, claim, reason/s given on letter sent, is material misrepresentaion .Willem DuPlessis, also advised telephonically that the car will be towed back to me,but Outsurance will pay for the towing. On 20 November 2019, Willem Du Plessis, telephonically advised that, Outsurance will refund me, about R9k being my premiums, but will deduct the towing fees from such refund and only R3k will be sent. I asked for a letter from Outsurance with details of the telephonic conversation,which has not been received yet. Is it lawful for this deduction to be effected? What was meant by, the initial statement on the 15 November 2019, that towing will be paid for, by Outsurance? I also take it that Outsurance has cancelled my policy with them now? No letter to this effect has been received.I am aggrieved by the fact that the claim was rejected and on top of that, there is claw back implemented on the said premiums refund. My family and i are left without a car, our hope of getting it fixed seem remote. This is shared for all and sundry to know our experience received from Outsurance.
Following your recent contact with us, we acknowledged your complaint and escalated the matter to our Claims Managers to review and assist. Unfortunately our decision remains.
You have a right to be satisfied with the insurance cover you have with us and we apologise for the disappointing feedback regarding your claim. We completely understand how the experience has made you feel and are certainly not insensitive to the loss you have incurred.
Our Claims Investigator (Willem) contacted you on the Fifteenth of November to address your concerns and discuss our position in the matter. During our validation process there were discrepancies that were identified to which you acknowledged. He also advised that if any refunds would be made you would be notified. He informed you why we rejected your claim and the reasons behind the rejection. A workable solution was proposed and you understood and agreed to the terms.
On the Eighteenth he called you to discuss the outcome of the refund decision and your phone was on voicemail. He left you a voicemail notifying you he tried to reach you.
On the Nineteenth you sent a letter to our disputes department challenging our rejection. Your request was reviewed and you were provided with detailed feedback. We firmly believe that your claim is not valid in terms of our agreement with you. We have responded to your objections made to us and provided you with the information. We also confirm having advised you of your rights to approach either the Ombudsman for Short Term Insurance, or the Courts for further assistance, given our disagreement.
Yesterday morning at Twenty Past Seven, Willem tried to reach you again and your phone rang until voicemail and he again left a message for you. He attempted again at Nine Thirty and he reached you and discussed the refund with you.
Your policy is still active and not cancelled and we processed the premium refund yesterday to your bank account. The monies should reflect after 2 working days.
We are very sorry for the ordeal and any inconvenience as a result, we regret that we are not able to pay your claim, for the reasons we have provided you.
Regards
OUTsurance
Following your recent contact with us, we acknowledged your complaint and escalated the matter to our Claims Managers to review and assist. Unfortunately our decision remains.
You have a right to be satisfied with the insurance cover you have with us and we apologise for the disappointing feedback regarding your claim. We completely understand how the experience has made you feel and are certainly not insensitive to the loss you have incurred.
Our Claims Investigator (Willem) contacted you on the Fifteenth of November to address your concerns and discuss our position in the matter. During our validation process there were discrepancies that were identified to which you acknowledged. He also advised that if any refunds would be made you would be notified. He informed you why we rejected your claim and the reasons behind the rejection. A workable solution was proposed and you understood and agreed to the terms.
On the Eighteenth he called you to discuss the outcome of the refund decision and your phone was on voicemail. He left you a voicemail notifying you he tried to reach you.
On the Nineteenth you sent a letter to our disputes department challenging our rejection. Your request was reviewed and you were provided with detailed feedback. We firmly believe that your claim is not valid in terms of our agreement with you. We have responded to your objections made to us and provided you with the information. We also confirm having advised you of your rights to approach either the Ombudsman for Short Term Insurance, or the Courts for further assistance, given our disagreement.
Yesterday morning at Twenty Past Seven, Willem tried to reach you again and your phone rang until voicemail and he again left a message for you. He attempted again at Nine Thirty and he reached you and discussed the refund with you.
Your policy is still active and not cancelled and we processed the premium refund yesterday to your bank account. The monies should reflect after 2 working days.
We are very sorry for the ordeal and any inconvenience as a result, we regret that we are not able to pay your claim, for the reasons we have provided you.
Regards
OUTsurance