WORST CLAIM SERVICE EVER

Honestly, I don't know where to begin as my experience with outsurance has been nothing but unpleasant.

I was in a car accident the 09-07-2018 what will follow is a list of all my unpleasant moments dealing with a claim from outsurance.

Claim : ********** 42

1) Standing on the side of the road with a dislocated shoulder I was given a phone from a tow truck driver to talk to a lady from outsurance to provide details of the accident (typical procedure understandable). Paramedics arrived and loaded me in to the van to obtain my blood pressure, insert a drip and put my arm in a sling all this was done in pain and while I was on speaker with the lady from outsurance as my request to call her back with details was not accepted. The paramedics had to wait for me to finish the call with outsurance before taking me to any hospital as I was talking to her on the tow truck drivers phone (this happened again after my request to call back was not accepted, not acceptable) 2) I was contacted two days later to confirm that my car was a write off the news hit hard as I just finished paying my car off a month ago but had hope that the payout amount from outsurance would be enough to replace my car (same model, same mileage etc.) as I was insured for retail value. However, this was not the case as the payout amount doesn't come anywhere near the amount it would cost me to get the same car make, model, mileage if I had to buy it from a dealership. 3) The above was mentioned to the lady who handled my claim as prices from dealerships were mailed to her of what it will cost me to replace my vehicle with the exact same mileage to which she rep**** that individual dealers can charge various amounts for the same vehicle and that prices are determined on the auto dealers guide of South Africa. According to Outsurance’s website retail value is the possible value that a vehicle retails for and that the price should reflect the closest value for the replacement of a vehicle. I’ve send through prices of what it will cost me to replace my vehicle and got nowhere and kept being told that its based on the auto dealers guide, really you guys are giving me a retail value of a car that doesn’t exist and if it does then please buy it for the value you want to payout all I want is my car back. 4) WRITE OFF YOUR EXCESS it won’t be recovered. The guy that caused the accident drove away after he crashed into me, luckily 2km further the car broke down from the damages but he managed to run away so all we were left with was a number plate. The day after the accident I was called by the legal department from outsurance who requested details of the driver who caused the accident whereby all I could give him was a number plate and make of car. I hired a private investigator to see if he can find any details whereby a managed to get an ID no, Address, Name, Surname, Chassis number on numerous occasions I asked for the legal department to contact me knowing that I probably have more information than they do I requested Nombuh to tell them to contact me as well it’s the 24-07-2018 and I still haven’t received a call from the legal department again. Nombuh’s supervisor contacted me last week to follow up on my complaints to which I also asked what details they have on the driver that caused the accident to which she rep**** only a number plate which frustrated me as on numerous occasions I said that I have more details. 5) You get told you will be contacted but they never call you so basically you should follow up and call yourself as the service you get is just pathetic. Nombuh’s supervisor contacted me last week where we discussed issues and said Nombuh would contact me. Its Tuesday and I still haven’t received a call even after sending Nombuh an email yesterday. My accident was on 09-07-2018 it is now 24-07-2018 its been two weeks and I still don’t know the status of my claim.

I’ve been an outsurance client for more than 4 years now within those years I’ve never had a claim. This whole situation has just been unpleasant and opened up my eyes to why I won’t be a client again or recommend anyone to be.