When Everything Went Wrong, OUTsurance Got Everything Right

On Saturday night, Joshua and I went into Cape Town for the evening. We parked our car in what seemed like the perfect spot in Loop Street, safely positioned in a designated parking bay between the entrance and exit of a building.

When we returned to our vehicle later that night, we were shocked to discover that another vehicle had crashed into the back of our car. The impact was so severe that our car had been pushed out of its original parking bay and left standing at an angle towards the traffic lane.

At the time, we believed we had been the victims of a hit-and-run. We were upset, frustrated and unsure what our next steps should be. What we didn't know was that a constable who had attended the scene had already tried to contact us after obtaining my details from a sticker on the vehicle, but we had missed the call.

As it was very late, we carefully drove the car home and decided to assess the damage properly at first light.

At exactly 08:01 the next morning, we contacted OUTsurance. Our call was answered by Mokgadi, whose calm, caring and professional manner immediately took the stress and anxiety out of the situation. She listened patiently, explained the process clearly and reassured us that everything would be taken care of.

In less than 15 minutes, our claim had been logged and Mokgadi had already arranged for a flatbed truck to collect our vehicle and for a rental car to be made available while we were without our own.

Shortly after our call with OUTsurance, we connected with the constable, who provided us with the details of the driver involved as well as photographs from the scene. It was a huge relief to learn that this had not been a hit-and-run after all.

What followed was like a perfectly orchestrated symphony of moving parts. The rental company contacted us and arranged for us to collect our replacement vehicle. The towing company called shortly afterwards and arrived promptly to collect our damaged car for assessment.

Although the circumstances were unfortunate, the service experience was exceptional. Every person we dealt with was professional, efficient and genuinely helpful. There was no chasing for updates, no uncer*****y and no unnecessary stress. Everything simply happened exactly as promised.

Just five days later, our vehicle was already with the repairer and the claim was progressing smoothly.

Nobody wants to need their insurance, but when that moment comes, you find out what you're really paying for. OUTsurance delivered a truly 5-star experience and exceeded every expectation we had.

A heartfelt thank you to Mokgadi and the entire OUTsurance team for your professionalism, efficiency and genuine care. You turned what started as a very stressful weekend into an experience that left us feeling valued, supported and looked after.