When Loyalty Isn’t valued, why I’m Leaving OUTsurance

I have been an OUTsurance client for over 14 years and have held pet insurance cover with OUTsurance for more than 8 years. Throughout this time, my pets have been in good health and my claims have been limited to routine, day-to-day expenses. A month ago, I explored alternative pet insurance options due to the significant escalation in premiums over time. I requested cancellation of my OUTsurance pet policy, but the agent who assisted me was highly persuasive in positioning the competitor’s product as inferior. Based on this interaction, I agreed to place the cancellation on hold. When I contacted OUTsurance again a month later to review my policy, I was informed that my pet insurance had in fact been cancelled. I requested reinstatement, and while the consultant assisting me was professional and made every effort to help, the request was declined by decision-makers. My pets are not ill, I have no pending claims, and I was even willing to accept a waiting period if required. To have a long-standing relationship terminated without any flexibility or consideration feels unnecessarily rigid and inconsistent with the principles of customer-centricity and loyalty that OUTsurance promotes.

I currently hold multiple insurance products with OUTsurance. However, this experience has fundamentally shifted my confidence in the brand’s approach to long-term clients. As a result, I am in the process of reviewing and cancelling my remaining policies.

This is disappointing, but I am comfortable moving my premiums to an insurer where long-term clients feel heard, valued, and where loyalty is recognised rather than dismissed.