OUTsurance
Reviews and Complaints

Two weeks ago I submitted a claim through Outsurance. PG Glass arrived two days later to replace my window. I was told the window was not the correct one. One week passed and I called outsurance again to inform them the matter was not resolved, once again no one from PG Glass arrived. The only request was for a photo of the front window which I duly sent. Today I called outsurance again and I was told they would follow up with PG Glass and would get back to me immediately. I have still had no call from Outsurance giving me feedback. The net result 14 days and still no window replaced on my vehicle. They are very quick to deduct the premium I pay every month and the fact that I have had two claims for windows only in the passed 15 years bears testno0my to the service they give even the very best of their customers!

23 09 2018. At 6.20 am
I was travelling to bredasdorp in my Mercedes benz delivery van, when a tarentaal flew into my windiscreen while traveling 120 km per hour. Massive damageon drivers side! !
And this is when your service started to Sucknow! !
I immediately phoned in to report my emergency ! The details were taken and told someone would phone me at 7 am.
That never happened.. at 7 25 I phone again and operator Lance
Told me my Claim wasn't even on the system! ! He then put it on!
So he told me glass fit hermanus would phone me! When they did phone I was told they can order the glass and they will come to install the NEXT DAY!
I TOLD THEM AND PHONED LANCE REPEATEDLY TO TELL HIM NOONE WAS WILLING TO COME HELP ME!
HE SAID HE WOULD FIND SOME ONE ELSE TO CALL ME ... NOBODY DID.
IN THE MEAN TIME I PHONED AROUND TO CALEDON... WAS TOLD SAME THING... COULD ONLY HELP ME NEXT DAY.
I PHONED MERCEDES BENZ IN STRAND THEY HAD A WINDSCREEN BUT DO NOT DO FITTING!
I THEN PHONED PG IN THE STRAND,
JACO COULD FIT IT, BUT THEY WEREN'T ALLOWED TO COME TO ME AS IT WASN'T THERE AREA.
BYTHIS TIME I WAS FUMING.
I KEPT PHONING LANCE TO.TELL HIM I COULDN'T GET HELP.
AFTER 4 HOURS. ... I TOOK tHE RISK TO DRIVE AT 40 KM the 130km
Stretch back from napier to.somerset west PG Glass.
There is pent 3 hours having it fitted.
SO I REPORTED MY CLAIM AT 6.20 AM... AND EVENTUALLY DROVE BACK TO SOMERSET WEST, ARRIVING THERE AT 12.45.
I FIND your NON SERVICE appalling I demand you sort this issue out as I as a 59 year old lady was let down by not arranging my collection on a flatbed truck! NOT having the knowledge how TO HELP.ME, IS APPALLING! !
YOUARE WILLing TO INSURE ME... BUT CAN'T HELP ME . I HAVE BEEN WITH YOU FOR +- 16 years and will be leaving as soon as.i have new insurance company who can DO THE JOB.

I had an accident in October 2017. The accident was the fault of the driver of the other vehicle. Outsurance had advised me to pay the excess amount and they would reimburse me after the claim was resolved with the other drivers insurance. The last time I had feedback from them was in March or April this year after sending a mail to request feedback. I have emailed them twice since yesterday and still no correspondence from anyone at outsurance.
Their service with regards to claims is pathetic.
They should look at communication skills and handling of queries as a key area for their business as they are falling flat on their faces when it comes to t his aspect of their business.

To whom it may concern

I gave instruction per email and verbally to Mr Donovan Boshoff, that I want Outsurance to cancel my cover from the 1st of August 2018.

Despite this, the debit order still went through for Ousurance on my account on the 1st of August 2018.

This is totally unacceptable.

I never had a problem with outsursance service but this is totally unacceptable.

Please assist to reverse this charge.

Kind Regards

Please can you help me. I am trying to contact somebody who sends the pointsmen to the intersection of main road and the r55 in kyalami. Sometimes it's your guys and sometimes it's jhb traffic. Yes, we are all super grateful for the work you do but we need someone experienced at that intersection please! The traffic sits 3 klms+ deep in main road, and yet the traffic in r55 is often only 3 or 4 cars deep by the time I get to go through the intersection. We need someone there who is going to think this through and not just be a 'robot'. Please help us! Even if you send me the contact details of someone at jhb traffic if you can't pass this on. It's really unbelievable.

I had an accident on 05/07/2018. My claim is #[protected] I called outsurance and within half an hour they picked my car up. After that I had to keep on contacting them and fighting with them to be updated on whats happening with my car. On friday 13/07/2018 I received a sms saying my claim is authorized and is at danmar autobody in benoni. On monday 16/07/2018 I went to danmar to check for my car and my car was not there. Called namile ntuli the claims consultant and she did not know where my car was. I spoke to her manager and he was very rude and didn't help at all, all he did was make excuses for things that should've been done which they never did and have still not done. This lady namile is the worst person ive ever dealt with. A lady millicent called me on tuesday to let me know that the claim is authorized but I checked with danmar and they know nothing about my car. Till now I don't know whats happening with my claim. I did not have these problems with my previous insurer. I moved over to outsurance with my new car after seeing their ads and billboards because it seemed like a very good choice to be insured by them. I am so disappointed with their service because I feel they lie to us and are dodgy. What they advertise is the total opposite of the service they give. Ive never had such pathetic service in my life. If I knew this before joining them I would never have joined outsurance.

In 26 May 2018 on Saturday got involve in accident on my way home with my husband, we submitted a claim to outsurance on 28 May 2018 Monday, the claim advisor informs us that it will take 48 hours to assess the damages to the car, I got a call from outsurance legal department saying the car is a write off to which I ask how is it a write off if the airbags didn't come out and the damages are not that much, I was told that the cost of fixing the car exceed the write of threshold. I ask for the assessor report 4 times which in the end was provided to me and sent an email to the claim manager informing him that the quotation was inflated and some of the parts included in the quotation, he responded saying he will provide me with feedback, which to date he has not. they conducted their investigation, and the investigator kept asking who was the driver on the day of the accident, they even went and ask neighbours who is driving the car more regularly, mind you were are very private people don't discuss our family issues with neighbours, they didn't even know that we had an accident .they ask for beacon report, bank statements, the claim was rejected because the beacon reports, we had two cellphones, the other cell phone say location undefined, outsurance rejected the claim saying I was not the driver and I ask who was the driver the investigator say he interviewed the driver who tow the car and he said we told him that the accident happened somewhere in R21 and my husband was driving, I told him when the car was towed I was with my husband and the only thing the driver said was that we are lucky the airbags didn't come out. I was the driver on the day on the incident and my husband is a regular driver of the car, so why will I claim that I was driving the car when I was not, Vodacom was establish purely for communication not to track locations and insurance is using them to reject claims.so much reliance if placed on telecommunication which the insurance don't have control of how are the system of Vodacom are run, Vodacom is not even aware that they should be tracking the location of insurance client because when you get involve in an accident, they use the telecommunication as their line of defence, I ask for all the recording of the interviews conducted and the investigators say he need to present his findings to the National claim meeting and will give them to me, he gave me a call and said he will reject my claim and letter of rejection was send to me, I wrote an email requesting the recording he replied saying I need to write a request, didn't even give me the details who should I request it from, which I was surprise because my email serve as a request i disputed the rejection, in terms of outsurance complain resolution part 3.3 quoted below
3.2 Our responsibilities:
The person dealing with your complaint will:
• Acknowledge receipt as soon as possible, but not later than 24 business hours
• Confirm their contact details to you; Identify all issues by considering all concerns or points raised and asking
additional questions if necessary
• Do comprehensive research into causes of all the issues raised
• Handle complaints in a fair, transparent and timely manner
• Resolve the complaint within 15 working days, provided we have all required information
• Provide feedback at least every 10 days
• If we require further information, assessment or investigation, we will agree with you on a reasonable
timeframe;
• In the event that the person handling the complaint finds it impossible to reach an agreement, the matter
will be escalated internally for a dispute resolution process. Please refer to point 3.3 below for the dispute
resolution guidelines.
I disputed the claim on 22 June 2018 Friday, didn't get acknowledge receipt within 24 hours .On 27 June 2018 wedsday I sent an email to the claim advisor that I sent an email disputing the claim rejection and didn't get a respond, she replied and said forward me the email so that I can forward it to the relevant manager that was 12.22p.m, I forwarded the email to her. At 12 58 p.m I got a response from the same claim manager who was handling the claim saying the decision remain unchanged, according to my understanding of the resolution the claim should be handle by an independent person, the person should investigate all the fact stated in the dispute before providing a decision, which in my cases did happened
My policy was cancelled and the outsuarance have already deducted for June and send me a letter saying they will refund me after 30 days, why after 30 days because I need that money to pay for the new insurance since I no longer have a contract with them, the investigation was dragged so that they can deduct after cancel the policy
I got a quote from the panel beater for the damages in the car and the quotation is R100 000 less than what the assessor report indicate the damages to prove that the damages In the car were inflated and outsurane didn't act in good faith
When you add a second car in the policy they don't explain to you that when you claim for one car you will lose your out bonus and that is material non-disclosure of information to the client because if that information is disclosed to you it will influence the decision making and you will have two separate insurance policy, to my surprise the premium is deducted per car and the repairs are done per car so why lose you out bonus for a car that has been claim free for three year
I had so much respect for outsurance and thought it's a big company who handle claim professional and have respect to their customers but it just a dream none of those exist that you always get something out, You are given respect when they go to your bank and deduct the premium but come claim time you are treated as an enemy and they are not transparent at all
The assessor are inflating the cost of damages to the car so that it can be a write off and the insurance can sell it, that's committing fraud because you can't write off that is not a write off, insurance insurance should consider involving panel beaters during their assessment so that they can the actual cost of the damages because panel beaters are the one that fix the car in the end, question is how many car has been written of when they should have been fixed and can outsurance improve his transparency and provide the information when you request it, the same way we do when something is requested from us
Outsurance must refund us our premium and repair the car because at the time of the accident we were insured with them

Good Day

I am at my most upset with Outsurance for thier lack of service and misleading strategy.
I am woman aged 34 driving a toyota Yaris - 2013 model, with an extended Warranty on my car. I took in my car to the dealership (Toyota)as it had some leakage. I was advised that my car's radiator had been hit by stone and Warranty cannot cover. I had then called my insurance to find out if they can assist. I spoke to man by the name of Daryl Govidsamy, THE ADVISOR who then advised me that he will get an Assesor to check my car out - to see if they cover or assist me. Two days later he called me to advise me that the damages will be R3750 and they will cover, i must then pay my access of R2750 - which they will refund me R1000 difference into bank account. I then advised Toyota to continue with fixing of my car.

When my car was ready and Toyota contacted me she told me my Insurance refused to pay and i must pat over R8000. This is money i do not have!

Why did my insurance not tell me they will only cover A PORTION of my car's damage? or ADVISED for me to take my car elsewhere where they can fix it?

i want my car back paid for as i have never missed a payment

Regards

Duduestang Mosetlhe

I received a message from one of your consultants threatening to take steps against me without receiving any previous correspondence on the matter. Furthermore, Outsurance was informed that I was not the driver of the vehicle at the time of the accident. Also as per the accident report from the police the accident was caused by Outsurance's client and not the other driver. The way that Outsurance handled the claim is very unprofessional and totally unacceptable. Below is a copy of the message received:
OUTSURANCE
Please note, if you fail to make arrangements to pay outstanding money to OUTsurance for damages arising from the accident dated 04/04/2018, the matter will be litigated on resulting in legal costs, judgement against you, and an ITC listing. Contact LUCIA SITHOLE at [protected], reference number [protected].

Outsurance quoted R 800 pm but deducted R 1200 for firdt month. Still ignoring three queries.

------ Forwarded Message --------
From: Chris
Date: 19/04/2018 10:59:27
Subject: Fw: Re: OT31624685 - OUTsurance Confirmation of e-mail address
To: OUTsurance

------ Forwarded Message --------
From: Chris
Date: 17/04/2018 09:07:26
Subject: Re: OT31624685 - OUTsurance Confirmation of e-mail address
To: OUTsurance

Please stop my payments immediately and refund my money.

You quoted my R 800 and deducted R 1200.

Please reply soonest.

Chris Pieterse
[protected]

Hi, I am Emile Coetzee OT [protected]

I asked for a quotation for my Restaurant in Dwarskersbos, West Coast, Western Cape.
After 3 days of very long phone calls I did get a quotation of R2800 pm BUT a survey had to be done.
Shane van der Colff came to do the survey, we discussed the cover needed and reduced many items. After the meeting I asked him what he actually do? His reply was commercial vehicles! So why do Outsurance send me a person that does not know anything about restuarants to come and give me a survey?
The report he gave came down that this is a high risk and that the premium will be R6800! So after I received a figure of R2800 then excluding and reducing the cover the premium then is 3 x higher!

Sad to see your ads on TV and then this is how you actually do business.

Good Day,

I have been dealing with a inccident with out surance since decemeber, I had an accident and my car went in for repairs when it came back I had taken my car in for a service and had found that my water pump was leaking and my CV joint and my shock on the right hand side of the car had been damaged due to the accident, I have phone multiple times to get this fixed and had threated to get my insurance cancelled, AND still no one had helped me sort out this problem! I have spoken to your claims department and manages and supervisors and nothing was resolved! I have cancelled my insurance with outsurance due to the fact that no one has fixed my problem and its been 4 months! and even after this I still got told whether or not I cancel my insurance you will fix my car and still I have received not a single phone call or feedback! I have never in my life had such a big problem with a insurance company! I will make sure that the rest of my families contracts with you will be cancelled as well as making this public and never advising this companies service to anyone!

Good day

I sent all the documents through on 2/03/2018 and I heard nothing back from outsurance. Sent everything through again on 20/03/2018 and then tried to call the 086 number supplied. Its been a month and I the quote I received is also aging. The 086 number does not take you to the legal department. How do i get hold of them? They do not contact you back to arrange for an assessor to come check the damage their client is responsible for..

I came to a shocking conclusion that Mrs. (*#%#) ID nr: 680###0022087 is registered as a secondary driver to a Dodge Viper which she, nor her sons or soon to be wedded husband owns. I am here to remind the fact that this is outrageous and will proceed to court due to the fact that Mrs. (*#%#) ID nr: 680###0022087 without her consent was fraudulently assigned to be a secondary driver on a vehicle she does not even own or knew existed.

When Mrs. (*#%#) requested the information she was declined of her rights as the ID holder and Registered Human to that ID by Outsurance although she is the "fraudulently" registered secondary driver. Outsurance indicated that they need to acquire consent from the Main account holder "Unknown" before they can allow Mrs. (*#%#) ID nr: 680###0022087 any information.

So in regards with the South African (POPI) Protection of Personal Information act. Outsurance has Fraudulently accepted unconfirmed information from a stranger who happens to know Mrs (*#%#) ID nr: 680###0022087.

I am delivering the complaint due to the nature of possible victimization if there is a crime committed or to be committed with the fraudulently registered Dodge Viper Information unknown non disclosed from Outsurance that Mrs. (*#%#) ID nr: 680###0022087 has been registered without her consent to the Dodge Viper.

If any information is required due to the nature of the sensitive case I with held all information related to my client please contact me on: [protected].

Claim Ref: [protected]

I am not getting any response to the third party claim against
I have forwarded all the details to the person claiming against me as well as forwarded his details, invoice and contact details to out surance. As well as followed up twice. This accident happened in December the 9th

I also waited 60 days to get my car back

Below is the response that I received

Out surance
Claim Ref: [protected]
Good Morning
I am not assign to work on the claim yet, I am only facilitating to get it assigned to the advisor to work on it.
You can contact me to find out who is working on the claim 24hours after sending the documents to [protected]@out.co.za
I trust you find the above in order
Regards
Maduna Maduna
0126848061
0126606438
[protected]@out.co.za

I need this resolved ASAP because if this the liability cover that comprehensive out-surance gets me (zero), then I am going back to MF and will pay more but have peace of mind that I am covered.

We had an incident on Saturday (09/12) whereby we hit a pothole and damaged both right side tyres. We were able to get the car home and wait to lodge a claim. On Sunday (10/12) @ 09h59, I lodged a claim using the app. On Monday morning at 07h08 I contacted your call centre to confirm if the claim was received and what was the process. I chatted to Millicent maybe Melissa, who was very helpful who took all my details and said she will call me back. I waited an hour and then around 08:04, I called the call centre again. I did not get the ladies name but a claim was NOT lodged for the following reasons. I stated what my situation was and that my vehicle is not driveable as 2 tyres ae damaged and I have only 1 spare. Further to that, I am a female (which is not an excuse) but it is very difficult to jack this vehicle and change the tyre by myself. That being said I was told that the vehicle would be towed to the assessment centre, but there was not guarantee when the assessor would even look at the vehicle., I would most likely only get the vehicle back next year as the panel beaters are closing. I get that it is the festive period but these are tyres not body work to be done. The lady explained to me that this is process and there is no guarantee as assessor will be available on demand. So I proposed going to a tyre place, getting my vehicle towed and replacing the tyres. I was then told that there would be no guarantee that the claim would be honoured and if it was it would under Outsurance rates. Now I ask this question, we pay a very hefty premium and this is the level of service we receive? In this entire discussion, I was not given a solution that I could work with. I felt as if I was being stonewalled and reluctantly decided to sort this out on my own. I wonder why we need insurance when one still has to pay for things themselves. This time round I am a very unhappy customer! I will get my car sorted and I will submit the claim without hoping for a positive outcome.

When I moved my insurance from Kingprice to Outsurance I was told by the gentleman handling my wuote that my montly deduction would be R506 and now R828 was deducted. Which means my account is in arrears and their is a possibilty that the amount might be reversed leaving me without insurance. I thought that Outsurance was a great company with great service and now this happens. Nowhere was I told that my deductions would be so much and I was assured that no admin fee would be added to my account. Can someone look into my policy and give me feedback Policy number OT19265053

My car was involved in an accident and I lodged a claim and I was told to take my car to my nearest Panel beater in Umtata. The car was left unfinished, they never touched the tailgate and the lights. The panel beaters where I was referred to by outsurance in Umtata have a very poor service, outsurance will end up losing client around that side if they are not taking this seriously. After I received the car I called Remano and told that the car was half done, he said he's gonna lodge another claim, he called me back and told that people from the same panel beaters will contact me. That was in August and now we are approaching the end of September and they never contacted me. I tried to contact them several times but they ignored my calls. I sent an email back to Remano telling him that i was being ignored, he never responded to my email up until today and my car is still in bad condition. I would never recommend any friend or family to take outsurance because of the service that I got. My car was not properly fixed anyone can tell that it was once involved in an accident because it still has some scratches even the mirror on the left is still bad but people from panel beaters got paid for such nonsense they did to my car.

I would advice outsurance to have an assessor around Mthatha check the all the cars before and after they have fixed them, they are being paid for nothing.

Good Day Dinky,

I see you are in the Outsurance complaints board or respond and investigate queries, I have a serious issue with Outsurance, since I joined in March 2002 I have not made one claim but seem to have unnecessary discrepancies everytime I need to update my policy. I have put the complaint on hellopeter and am very unhappy the way this was handled based on more lies by Outsurance, I am on the verge of canceling my policy and I feel I cannot trust Outsurance and it feels like I do not even have insurance on my car. Please see my complaint on hellopeter. My policy was changed from a Miss to a Mrs without my knowledge, who changed this? When trying to get a quote my policy went up without informing me of this! Money was deducted from my bank account. All correspondence via Outsurance is also addressed to me as Miss so that is very concerning! Now this is where I get even more angry, Kelvin stated on hellopeter that Fairbridge got in contact with me and apologised - now that is more than false, didn't hear one word from him! I still don't know what is happening on my policy and my money has not been refunded to me.

Is this how Outsurance treats customers and when will I be refunded my money? How can I trust Outsurance going forward, I need to make a big decision as I am in the process of purchasing a new vehicle! What else is incorrect on my policy that I do not know about? I have been a customer since 2002 so has my status been wrong all along as it has never changed?

I have had such an unpleasant experience and I am not even claiming! These types of errors can have serious impact on customers in there time of need!

Natasja

Hi,
I called in yesterday to share that my property was robbed. Whilst going through the process I was informed that I was a multiple claimant and that my premiums would be reviewed or even policy cancelled.
I find this disturbing as insurance is taken to help during incidents that occur not always as a result of ones own fault, as in point in case. I was referred to in this manner but told that my claim would affect my no claim bonus that would expire in December 2018, meaning I have not had a claim on this policy in over 15 months, so as long as you can take my premiums you are satisfied but when I claim you put me under review.
Also note that I had a flood/ rain damage to my contents in December, but because you could not guarantee the repair, I did not proceed with the claim. This approach is surely not one of a person who is a multiple claimant.
Additionally I have another policy with you that covers my 4 motor vehicles and 1 motorbike. Based on these 5 vehicles I have had possibly 2 claims in the last 2 years of around R12k. Does this warrant a review?

I will review my decision to move my policies as I do not believe that I should be tainted in this manner.