1 reviews | Active since Apr 2017
worse insurance company to be when you need help
<p>I am writting the bad expirince i have been having with outsurance</p> <p>I have put in a cliam since last year with regards to the linking roof which they took forever to respond and now that they finally responding they are telling me that they will only fix the room but they wont be able to fix the roof as its due to maintance, which to my suprise i have been staying in this house for not more than 3yrs as i bought it 3yrs back and i took insurance with it now that the roof is linking i am told about maintance. The roof tiles has crack how can that be an maintanace issue. to my suprice when i 1st put in a claim i was not told of this but a lot of excussess that there is rain and they cant go up to see what seems to be the problem. Now that i am complaining about I am told its maintanaince issues.</p> <p> </p> <p>My question becomes why should you have house insurance when they suporse to help you they refused, I even requetsed that they give me a letter the person by the name Paul Jan VanRensburg refuse to give me the letter explain their decline to fix the roof which is the cuase of the problem.</p>
Based on what you describe, your service experience has been a huge disappointment, we never wish for any client to have.
The matter was referred to our claims manager, Yural who has since contacted you with an apology and arrangements have been made with our service provider as well as assessor to meet at your home on Monday.
We will finalise this matter for you as soon as possible.
Regards
Dinky
Based on what you describe, your service experience has been a huge disappointment, we never wish for any client to have.
The matter was referred to our claims manager, Yural who has since contacted you with an apology and arrangements have been made with our service provider as well as assessor to meet at your home on Monday.
We will finalise this matter for you as soon as possible.
Regards
Dinky
It's disappointing that until today I have been sending follow up emails about the matter raise and I would like this matter to be raised to the HOD as Ian not getting proper response from the below person
this is is very bad service cause why when you request things from outsurance they don't bother to even give you feedback..
Why is it so hard to get feedback from this company maybe I should take all this conversation to the media probably I will get the necessary attention from you.
See my communication to Cardo who is a manager this is dissapointing
On 25 May 2017, at 09:51, Cardo Martin ********** wrote:
Good day Miss Mahontsi
Apologies for the late reply
I am busy arranging our IT department to get the recordings send off to you
Regards
Cardo Martin
Non Motor Claims Manager
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< ********** ********** 2141.gif>
Cardo Martin
********** 730
********** 508
**********
< ********** ********** 1741.gif>
Visit www.outsurance.co.za
From: Ellen Mahontsi **********
Sent: 25 May 2017 09:46 AM
To: Cardo Martin
Subject: Re: Claim no. ********** 67
Why is it so hard to get the recording I have been sending emails and no response
On 19 May 2017, at 10:53, Ellen Mahontsi ********** wrote:
Good day
I am still waiting for my response with regard to the mail below
Regards
Ellen
On 10 May 2017, at 10:52, Ellen Mahontsi ********** wrote:
Good morning Cardo
I Requested all recordings as I am going to ombudsman. Don't pay till ombudsman determine outcome. I am also going to the media hence I need all recordings urgently of all conversations when I 1st logged this claim. Which is From last year.
Regards
Ellen Mahontsi
On 10 May 2017, at 09:27, Cardo Martin ********** wrote:
Good morning Miss Mahontsi
I refer to the correspondence received, dated 04 May 2017 regarding your objection .
I confirm that we have reconsidered your request. We once again had a look at all the facts and the merits of the incident.
As per the mail from Priscilla below :
With regards to the question that you asked on how come you were never told that the roof needed maintenance in 2016 when the claim was lodged, We went through our records and this is the feedback:
· The abovementioned claim was a pre-authorised claim which meant that due to the nature of the claim and considering that it was the rain season, our service providers had authorisation to proceed with work without waiting for approval, provided that that the claim is valid
· If the claim is valid, there will be no need for contact from me unless the builders request it or if there is a query from the client
Please also note that this is also part of your general facility exclusion, please see your facility wording book on page 10 under What is not covered under your facility.
Based on the above, our decision to repudiate the claim remains unchanged.
Please advise if Priscilla may proceed to make the payment of R7,728.45 (this is R9,998.45 less your R2270 excess).
Regards,
Cardo Martin
Non Motor Claims Manager
From: Ellen Mahontsi **********
Sent: 04 May 2017 12:37 PM
To: Dipuo Mohlabane; DISPUTE
Cc: Yural Klassen
Subject: Re: Claim no. ********** 67
Good day
I am disputing the above as the explanation below with regards to why I was never informed of the outcome last it's not true cause no one came to me giving me reason as mentioned below
I would like to request all the recordings of such and from the time I joined and the people I spoke to as well . I am willing to take the matter further hence I am not accepting cause this is not the truth and I never agreed to anyone from Big 6 to pay for my roof so let's get facts straight.
Regards
Ellen Mahontsi
On 04 May 2017, at 10:54, Dipuo Mohlabane ********** wrote:
Good morning Miss Mahontsi
I apologies for the delayed response.
With regards to the question that you asked on how come you were never told that the roof needed maintenance in 2016 when the claim was lodged, I went through our records and this is the feedback:
· The abovementioned claim was a pre-authorised claim which meant that due to the nature of the claim and considering that it was the rain season, our service providers had authorisation to proceed with work without waiting for approval, provided that that the claim is valid
· If the claim is valid, there will be no need for contact from me unless the builders request it or if there is a query from the client
· Please also note that this is also part of your general facility exclusion, please see your facility wording book on page 10 under What is not covered under your facility. I have emailed a copy for your records
I have spoken to Big 6 and they have advised that one of their assessors Tiann had a conversation with you regarding the roof being in need of maintenance and that this will not form part of the claim and will be for your own account. As per attached mail they said you had asked them for a quote to attend to the roof and also for a quote to see if you will be able to attend to the internal damages privately without going through the insurance.
I hope this will address this concern. Please advise if I may proceed to make the payment of R7,728.45 (this is R9,998.45 less your R2270 excess) if so please provide me with a bank account number as we currently only have your bond account number and we cannot refund into that. This amount will be available in 48 – 72 working hours and it will be in full and final settlement of the claim and no other costs arising from this incident will be entertained.
Regards
Priscilla
< ********** ********** 5799.gif>
Dipuo Mohlabane
********** 726
********** 748
********** />< ********** ********** 4899.jpg>
Visit www.outsurance.co.za
Disclaimer
To read OUTsurance's disclaimer go to http://www.outsurance.co.za/disclaimer/
< ********** ********** 2869.gif>
< ********** ********** 3869.gif>
< ********** ********** 3669.gif>
< ********** ********** 3469.gif>
Cardo Martin
********** 730
********** 508
********** />< ********** ********** 3069.jpg>
< ********** ********** 3269.gif>
Visit www.outsurance.co.za
Disclaimer
To read OUTsurance's disclaimer go to http://www.outsurance.co.za/disclaimer/
Disclaimer
To read OUTsurance's disclaimer go to http://www.outsurance.co.za/disclaimer/
It's disappointing that until today I have been sending follow up emails about the matter raise and I would like this matter to be raised to the HOD as Ian not getting proper response from the below person
this is is very bad service cause why when you request things from outsurance they don't bother to even give you feedback..
Why is it so hard to get feedback from this company maybe I should take all this conversation to the media probably I will get the necessary attention from you.
See my communication to Cardo who is a manager this is dissapointing
On 25 May 2017, at 09:51, Cardo Martin ********** wrote:
Good day Miss Mahontsi
Apologies for the late reply
I am busy arranging our IT department to get the recordings send off to you
Regards
Cardo Martin
Non Motor Claims Manager
< ********** ********** 2341.gif>
< ********** ********** 2141.gif>
Cardo Martin
********** 730
********** 508
**********
< ********** ********** 1741.gif>
Visit www.outsurance.co.za
From: Ellen Mahontsi **********
Sent: 25 May 2017 09:46 AM
To: Cardo Martin
Subject: Re: Claim no. ********** 67
Why is it so hard to get the recording I have been sending emails and no response
On 19 May 2017, at 10:53, Ellen Mahontsi ********** wrote:
Good day
I am still waiting for my response with regard to the mail below
Regards
Ellen
On 10 May 2017, at 10:52, Ellen Mahontsi ********** wrote:
Good morning Cardo
I Requested all recordings as I am going to ombudsman. Don't pay till ombudsman determine outcome. I am also going to the media hence I need all recordings urgently of all conversations when I 1st logged this claim. Which is From last year.
Regards
Ellen Mahontsi
On 10 May 2017, at 09:27, Cardo Martin ********** wrote:
Good morning Miss Mahontsi
I refer to the correspondence received, dated 04 May 2017 regarding your objection .
I confirm that we have reconsidered your request. We once again had a look at all the facts and the merits of the incident.
As per the mail from Priscilla below :
With regards to the question that you asked on how come you were never told that the roof needed maintenance in 2016 when the claim was lodged, We went through our records and this is the feedback:
· The abovementioned claim was a pre-authorised claim which meant that due to the nature of the claim and considering that it was the rain season, our service providers had authorisation to proceed with work without waiting for approval, provided that that the claim is valid
· If the claim is valid, there will be no need for contact from me unless the builders request it or if there is a query from the client
Please also note that this is also part of your general facility exclusion, please see your facility wording book on page 10 under What is not covered under your facility.
Based on the above, our decision to repudiate the claim remains unchanged.
Please advise if Priscilla may proceed to make the payment of R7,728.45 (this is R9,998.45 less your R2270 excess).
Regards,
Cardo Martin
Non Motor Claims Manager
From: Ellen Mahontsi **********
Sent: 04 May 2017 12:37 PM
To: Dipuo Mohlabane; DISPUTE
Cc: Yural Klassen
Subject: Re: Claim no. ********** 67
Good day
I am disputing the above as the explanation below with regards to why I was never informed of the outcome last it's not true cause no one came to me giving me reason as mentioned below
I would like to request all the recordings of such and from the time I joined and the people I spoke to as well . I am willing to take the matter further hence I am not accepting cause this is not the truth and I never agreed to anyone from Big 6 to pay for my roof so let's get facts straight.
Regards
Ellen Mahontsi
On 04 May 2017, at 10:54, Dipuo Mohlabane ********** wrote:
Good morning Miss Mahontsi
I apologies for the delayed response.
With regards to the question that you asked on how come you were never told that the roof needed maintenance in 2016 when the claim was lodged, I went through our records and this is the feedback:
· The abovementioned claim was a pre-authorised claim which meant that due to the nature of the claim and considering that it was the rain season, our service providers had authorisation to proceed with work without waiting for approval, provided that that the claim is valid
· If the claim is valid, there will be no need for contact from me unless the builders request it or if there is a query from the client
· Please also note that this is also part of your general facility exclusion, please see your facility wording book on page 10 under What is not covered under your facility. I have emailed a copy for your records
I have spoken to Big 6 and they have advised that one of their assessors Tiann had a conversation with you regarding the roof being in need of maintenance and that this will not form part of the claim and will be for your own account. As per attached mail they said you had asked them for a quote to attend to the roof and also for a quote to see if you will be able to attend to the internal damages privately without going through the insurance.
I hope this will address this concern. Please advise if I may proceed to make the payment of R7,728.45 (this is R9,998.45 less your R2270 excess) if so please provide me with a bank account number as we currently only have your bond account number and we cannot refund into that. This amount will be available in 48 – 72 working hours and it will be in full and final settlement of the claim and no other costs arising from this incident will be entertained.
Regards
Priscilla
< ********** ********** 5799.gif>
Dipuo Mohlabane
********** 726
********** 748
********** />< ********** ********** 4899.jpg>
Visit www.outsurance.co.za
Disclaimer
To read OUTsurance's disclaimer go to http://www.outsurance.co.za/disclaimer/
< ********** ********** 2869.gif>
< ********** ********** 3869.gif>
< ********** ********** 3669.gif>
< ********** ********** 3469.gif>
Cardo Martin
********** 730
********** 508
********** />< ********** ********** 3069.jpg>
< ********** ********** 3269.gif>
Visit www.outsurance.co.za
Disclaimer
To read OUTsurance's disclaimer go to http://www.outsurance.co.za/disclaimer/
Disclaimer
To read OUTsurance's disclaimer go to http://www.outsurance.co.za/disclaimer/