"You always get something out" - apparently that "something" is poor service delivery.

I have had a complaint which I logged with their complaints department on 04/07/2019. I am STILL waiting for a response of some sort.

I had a car accident and had sent my car off for repairs to a service provider which Outsurance had selected. I stressed the importance of being back in JHB for work by a certain date and was guaranteed that it wouldn't be a problem. Please see my email below..

"I am so unimpressed with the service that I have received this week. I have expressed on numerous occasions that I needed to be back in Johannesburg this week. When KZN panel beaters informed me that my car would only be ready on Tuesday - 02/07/2019 (originally I was told that it would be ready by last week Friday 28/06/2019) I made arrangements with my employer to be back at work on Wednesday - 03/07/2019. When I arrived to collect my car there was so much that was incomplete that I was not able to take delivery. Despite the panel beaters best efforts to convince me that "that is how it is meant to look" (the cover for my shocks was missing, scratches had merely been painted over, the "seal" around the lights was missing and the skirting on my bumper was not there - my husband eventually googled an image to show them "how it is ACTUALLY meant to look").

This pushed me back by a day as KZN panel beaters informed me that my car would now be ready on Wednesday. I later received a call to say that my car would only be ready on Thursday - 04/07/2019 and I was assured that it would be first thing in the morning.

I tried from Wednesday - 03/07/2019 to get an answer from your claims department and had to call in over 10 times regarding my query (after being told “I will call you back in 5 minutes” each time. I am still waiting to be called back).

It is now Thursday 11:52 and I have only JUST been collected to be taken to KZN panel beaters to collect my car. Again, I was promised that this would have happened first thing in the morning. I called your complaints department yesterday (Wednesday 03/07/2019) and my first call was at 8:15 this morning (04/07/2019) so that I could HOPEFULLY collect my car in time so that I am able to get back to Johannesburg without having missed too much work (I was originally meant to be back on Monday - 01/07/2019 - what would you think if you were an employer and one of your staff continued to move dates as I have had to?).

The treatment that I have received this week has been absolutely shocking and has stressed me out to the point that I am now physically ill. I am so disappointed with the lack of interest in my queries that I am now questioning whether I need to be looking elsewhere for insurance cover. I got married last week and what is meant to be an exciting time for me has been turned into an absolute nightmare.."

Once again I am STILL waiting for some sort of a response, customer service is clearly very important to Outsurance.

I called in to the complaints dept AGAIN on 08/07/2019 and asked for an email address to forward my email to however I am still waiting. I am definitely going to be taking my business elsewhere.