WorstSurance!! Delaying Tactics & Runaround

You're better off saving your premiums in a ***gy bank than entrusting Outsurance to assist with a claim. 10 October 2017- Durban is hit by a massive storm leading to areas in the South area flooded. Including our house. A stones throw away entire apartment blocks collapsed. 11 October 2017- We lodge claims with our insurers including Outsurance who covers the building. A week later- all insurers (excl. Outsurance) have either paid out or replaced damaged items. When we assesed the damage, this is what we found. 1. The back concrete fence had completely fallen into our back neighbours yard, essentially leaving our property vulnerable. The surrounding concrete had also broken off. 2. The outbuildings were flooded. Which led to one of the doors falling off. (The water level was extremely high) 3. The ceilings were wet (we did wipe them on the day of the storm and fanned them dry so they wouldn't fall off) although they turned mouldy a few days later. 4. Some of the lights were not working (lightning strike burnt almost all our appliances which our other insurer took care of). We were forced to buy bedside lamps when the power returned. Because months went by without a word from Outsurance we called in an electrician to fix the lights for us. 5. The airconditioner was not working. (This was only fixed on the 24th of May 2018- A WHOLE SEVEN MONTHS LATER by Outsurance). 6. The tar driveway was damaged as well. & you can clearly see it's in the direction of the drainage. 7. The pool filter was also struck by lightening. This we only noticed several days later but we figured that since the assesor said he would send someone to check the electricity, that person would be able to pick it up. Listen to the recording.

Outsurance claims assesor comes through and asseses the damage. It's a good thing that they first make you aware that the conversation is being recorded (please find that recording and listen to it). After that different people call and say they are from outsurance and need to do a site inspection. Entire days of leave are taken and no one pitches. Finally, a man from Fencerite comes. One that measures the tar comes.

Customer Relations Management 101: Make the client aware of developments. We kept thinking that if there's a different contractor for each job to do, then surely the others are still coming. SO WE WAITED.... AND WAITED.

In late November/Early December first contractor arrives, Millenium Projects, they are paid the excess as was instructed by Outsurance. They arrived with a few bricks and some cement. Puzzled by how on earth they were going to fix an entire fence with just a few bricks, they are already done & they leave. We go to check. The shock! Literally nothing had been done except a few bricks being laid around the drain. Mind you, they used some of OUR bricks that had been lying around. The neighbours then put up a temporary mesh fence between us and them, even though it was our fence that had fallen. This year eventually the people from Fencerite came and put up the concrete fence. I would have imagined that before you release funds to the contractor you would send someone to check on the job because some parts of the fence look like they would break again (one of the poles were not replaced, even though they are skew). So besides the aircon and fence, nothing else has been fixed. We then contact Outsurance again, who revert back. When we told them that there were parts outstanding the first response was: 1. The person who was supposed to do it has been paid but please send current pictures THEN DAYS LATER IT'S 2. We will pay out R18 000 and you'll have to pay the excess (how many times must an excess be paid for the same claim?) THEN TODAY IT'S... 3. Oh no we made a mistake it's going to be R4000 paid out so you'll find someone to do the tar for that AND we have established that the door and ceiling were damaged prior to the storm.

It's been NINE WHOLE MONTHS!!! HOW DO YOU EXPECT IT TO LOOK? The pictures from the day & videos from day of the storm we still do have (you can hire a forensic investigator from the CIA to check the datestamp please). The delaying tactics and blame game you play are worse than that of a teenager. A whole company with mature people who own properties cannot think logically about what one would imagine is a straight forward claim. After 13 years of loyalty to this company, I cannot wait to have this over with & say goodbye!!