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TJ
Tarell J

1 reviews | Active since Feb 2015

14 Jan 2022, 13:51

Withholding my call recording from me

I can't believe Outsurance is withholding a call from me! When I took out insurance I agreed to pay R500 access as R2710 was outrageous so as per *** he spoke to his Team Leader and came down before I even asked ..I will never forget that conversation as I even circled that amount t on the quote to note my questions to him. After I asked that the building cover be changed to match what my Bond holders have then BOOM R15000 access fee yet my contents cover of R500 stayed the same??? Unless it didn't update on the system but on the Outsurance App both building and contents were R500 . Why pay a premium of R746..and R2710 access for building only it doesn't make sense!!! Now your consultants and team leaders say well they can't send the recording because the agreement has been honoured on the access fee (default amount). I was backed into a corner to pay this or else my leak would not get fixed! Outsurances technical team took over 3 days to listen to a call hence me borrowing to pay that amount to just get the work done and the arguing didn't stop there. Pathetic service and a total bunch of *****. If I'm wrong I'll let it go.But give my recording on the day I agreed.

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Replies (4)
OUTsurance
OUTsurance's reply18 Jan 2022, 15:00
Official
Hello Tarell J

We cannot blame you for expressing your unhappiness about your service experience and thank you for notifying us of your concerns.

The relevant call was audited and our sales manager contacted you with feedback. The excess amounts were captured incorrectly, which is a service transgression and being addressed.

Further to this, our claims manager contacted you and confirmed the refund we are processing now, following the 2 claims you submitted. She also discussed the minimum excess we can charge on your building cover.

Thank you for your utmost patience as well as accepting our apologies for the very poor service which affected you so badly.

Regards
OUTsurance


TJ
Tarell J's update28 Feb 2022, 07:52
Reviewer Update
To date the repairs in my home is still NOT COMPLETED. I have lost water up to 12K because of this delay and I refuse to be held accountable for the service received by OUTSURANCE .
OUTsurance
OUTsurance's reply02 Mar 2022, 17:50
Official
Good day Tarell,

Thanks for your further feedback.

Sam from our claims team has been in contact with you to address your concerns. You advised Sam that you want all the service providers to come to your premises on the same day. Once all service providers have confirmed, we will call you to finalise. 

We are sorry for the inconvenience caused. 

Regards,
OUTsurance


TJ
Tarell J's update26 Mar 2022, 13:03
Reviewer Update
And we back here again because well a leak repair takes 4 months. I have sent numerous complaints to your servicing department regarding the negligence we have received. I find it very disappointing that your team contracted to my home finishes a job on the 15th and only today we repairing our walls!!! I guess that's all normal to OUTSURANCE. Please be aware that I will be sending a bill to your company as these contractors feel fit to use my outside facilities without my permission and leave the main open so now I'm leaking once again and losing water. OUTSURANCE refuses to be accountable for my loss of water due to negligence I've had the most terrible experience with this company and just want to be done with you'll ASAP. No leak detection just a physical walk through and now only an Assessor walks through but clearly his report will favour OUTSURANCE and I must just accept my entire house had possible leaks.