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Ryno B

1 reviews | Active since Apr 2018

28 Nov 2025, 07:55

Will never again use OUTsurance

My mother was involved in an accident with a 2018 Pajero sport in which the rear axle and suspension as well as other areas were damaged. OUTsurance wants to replace the rear diff, suspension parts and prop shaft with used parts. we occasionally pull a heavy caravan and use the car for family vacations. we don't know where the parts come from and if any damage lurks inside. OUTsurance will not budge for new parts and say they can fit used parts if the car is out of warranty. Now we as a family have to trust the used parts with our life. She will be cancelling our policy as soon as this is finished and move over to another better insurance company. i myself have had many claims with Santam and never was any claim fixed with used parts on my 2013 Mercedes. Santam always pays for OEM parts and nothing less. OUTsurance is a disgrace.

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Replies (2)
OUTsurance
OUTsurance's reply02 Dec 2025, 08:31
Official
Hello Ryno

Further to our previous replies, we received feedback from our claims manager, confirming he was in contact with our client. Concerns were discussed as well as recourse.
We wish to emphasise that we will never compromise our clients' safety when alternative parts are selected. 

We are sorry our client's concerns were not addressed when these were discussed with our claims advisor previously.

Regards
The OUTsurance Team


RB
Ryno B's update12 Jan 2026, 08:10
Reviewer Update
After the previous reply that the claims manager was in contact with the client, it is now already 12 January and still no satisfactory answers has been given. they still send the quote through with the used parts and now the vehicle is at a panel beater that was not my choice with workmanship of who knows what. no courtesy cars even at the panel beaters. now the client needs to make a plan to get to work and back because OUTsurance has dragged this out for so long. seems like they don't value their clients that has been with them for many years and they DO compromise on the safety of their clients. this is utterly ridiculous now. seems like they reply on this post to tell everyone that they are addressing the situation accordingly, even when they are not. i am already in contact with the ombudsman and they have directed me to an attorney to try and solve this matter. we will definitely be telling all our friends and family about this situation, as some of them are with OUTsurance as well. well, not for long.