Worst service from Outsurance

I am writing to express my dissatisfaction with the recent claim process I initiated for my microwave under my home content insurance policy with Outsurance. I would like to bring to your attention some key concerns regarding this matter.

Initially, when I contacted Outsurance about the damage to my microwave, it was suggested that I consider attributing the damage to load shedding. However, upon further investigation, I realized that the associated excess for such a claim was prohibitively high. Consequently, I requested an inspection of the microwave to determine the actual cause of the damage.

During the inspection, the technician examined my microwave and concluded that the issue was not related to load shedding or similar issues. Instead, the problem was identified as a burnt mica component inside the microwave, which resulted in sparks when the microwave was in operation. However, I was surprised to find that the inspection report indicated a 70% cost to fix this "Fault," which affects 100% of the microwave's operation. I must emphasize that the technician did not even plug in the microwave to observe its behavior when turned on; instead, he only opened the back while the microwave was unplugged to test with a multimeter.

This situation raises significant concerns for me. It appears that I would only be eligible for a claim and assistance with replacement or repair when all the appliances in my house are affected, as the excess for individual small items surpasses the cost of most appliances. As a loyal and responsible policyholder who has never missed a payment, I find it disheartening that my premium payments seemingly provide little value in return. It is frustrating to think that I may have to replace damaged items from my own pocket when I have insurance in place for such situations.

Additionally, I must highlight the initial recommendation I received to cancel the claim due to the expected high excess resulting from load shedding. This recommendation did not sit well with me, and I believe it warrants further review. Furthermore, I was informed that my case was withdrawn by the manager, even though I expressed my dissatisfaction.

I kindly request a thorough review of my case and an explanation for the high repair cost indicated in the inspection report. I believe that the mica damage inside the microwave is a legitimate reason for a claim.