OUTsurance
Reviews and Complaints

Please URGENTLY replace the two outsurance pointsladies at the intersection of Uranium road and Cedar road. It took me an hour to drive from Broadacres shopping centre to this named intersection - only to watch how the ladies allow traffic to move from Uranium road onto Cedar - once the traffic completely cleared on Uranium road, they then allowed traffic to move from Campbell onto Cedar road till Campbell road was clear, BUT then they immediately went back to Uranium road AND ALLOWED TRAFFIC TO MOVE FROM URANIUM ONTO CEDAR AGAIN ! You can imagine my anger when I am sitting on Cedar road FOR AN HOUR NOW ! waiting to just cross the intersection of Uranium and remain on Cedar, and I have to watch them allow Uranium to move TWICE ! FOR TRAFFIC THAT HAS PROBALLY SAT THERE FOR A TOTAL OF 2 MINUTES ! This is completely unacceptable and just plain malicious ! Kindly remove those pointspersons IMMEDIATELY and replace with pointspersons that can actually do the job properly.

Claim - [protected]/OT21022645 part 2 lies, lies pushing the buck

The complaints department is worse, They have only just entered the claim and the car has yet to be collected furthermore Megan when questioned on why wasn't the car tested before being released, said their assessors just look at the car they don't touch the car as that will take a long time, WELL THAT EXPLAINS WHY THE CAR is not road worthy, , furthermore the guy that gave us the car told us to drive the car slowly, Why would you drive a fixed car as if it was not .Their call centre person melvin on the day of the picking up and reporting the car not up to par, said he will see if balito panel beaters can give us a courtesy car since they didn't repair it properly, While conversing with Megan she says she's not accountable for what ppl say, You are in the complaints Dept what the hell are you there for then ? Covering up lies .More over she implies that this oil issue pressure and noise of the car is not the accidents fault, My dear we would never drive a car like that, we have children whose lives matter, we wouldn't pass this off to insurance unlike outsurance we have ethics morals and values . We have never claimed in 5 years even this accident was not our fault, We treat our car like gold as its the only one we have . You took R5630 for what ? she told me there was no engine damage, They literally just fixed the outside of the car . I work with insurance a proper assessment would have picked up impact damage . you are extorting old people who dont know there rights . Good thing their daughter does this is breaking the treating the customer tcf act

Outsurance has made me run after them for a whole month, today when picking up the car to my utter stock and disbelief the cars exterior is only done, the engine is making a huge sound . Every time I needed feedback I had to call and e-mail . I had to beg for the as*****t to be done, what have they done with a car they had for 30 days ..They made me pay R5630 excess for what, this car has to be fixed I will not pay any further for their incompetence and when I called the call center now I was just advised to wait till Monday my dear I have been waiting for a month, absolutely disgusted, appalled will be going to the ombudsman

On 20 July 2017 at 15;30 Outsurance contacted me as one of my friends referred me to them to do a comparison quote on my vehicle to see if they can save me money. First speaking to a junior consultant, I said if they can't beat my premium they will have to pay me the R400 and R400 as I have not had a claim on my current insurance for over 3 years. The consultant said don't worry about that how about I save you R400 per month on your premium. I proceeded with the call. The junior consultant transferred me to Victor, a financial advisor, who proceeded to take down my details and ask all required underwriting questions. At the end of the call he said my premium was X. Outsurance did not beat my current premium and had a lot of excuses when I said okay, keep your end of the bargain and give me the R800. When I mentioned this pay out the both the junior consultant and the Financial Advisor during the call neither of them informed me that I have to call the direct contact centre in order for this promotion to be valid. I checked the T's & C's on their website and no where is there any mention of this.

Accident occur on the 11/05/2017
Accident Report Nr 72/05/2017
Outsurance Client: Daryn Aiken - Cell nr: [protected] driving a white VW Polo
Reg nr: 000AKIN NC
3rd Party: Aletta Pienaar - Cell nr: [protected] driving a silver BMW 730D
Reg. Nr: CPC 580 NC
Ambulance man who saw the accident : Mr Solomon of Netcare 911 Kimberley Cell nr: [protected]
The accident occur on the morning @ 08H34.

I was driving in the left lane in Long Street towards my workplace in Smidsdrift Road. Its a double road with a concrete middleman separating the roads.

Mr Daryn Aiken was driving from the opposite side of the road.
(I will attach a photo of where the accident has took place)
There was a lorry and the ambulance in the right lane, standing still, as they wanted to turn right in Brand Street but had to wait for oncoming traffic.

Mr. Daryn Aiken. Could not see me coming as the lorry standing there to turn, blocked his view.
He turned right without stopping to see if there was any oncoming traffic,
and drove his VW Polo right in front of my car, trying to get into the side street .
A collision occurred as my car hit his car on the left front side of his car .

A friend of mine took photos of the accident (where my car and his car ended up after the collision)
The ambulance stopped next to the road and helped me out of my car.

I was in a state of shock.
I submit my claim to outsurance and received a phone call today telling me that they believe their clients story, no matter what the traffic report or photo's that i had to submit shows.
Therefore they have reject my claim and told me go see a lawyer to help me.
Thabiso Seleke and the afrikaans woman who (on my request) phoned me to tell me that my claim was rejected as I am afrikaans, made it clear to me that I can receive on help whatsoever, as they have decided to believe their client. I do not have any insurance on my car and would asked for your help in this matter.

So this happened...in march a client of outsurance hit my parked car. He claimed responsibility for it, gave me his insurance details and personal details. I followed their criteria to the t. Got the quotes, the forms, the works and sent it in. 6 weeks later I phone to follow up only to be fobbed off for 2 weeks with no reply. When contact was finally made on the 22nd of may I am told there is a "law" which states he is not responsible for my damages, which btw amount to r17000. Upon asking for this "law" which other insurance companies know nothing about, I was sent this email...

Re: refuting liability

According to the information at our disposal, a vehicle suddenly entered our insured’s path of travel causing our insured to veer our, resulting in collision.

A driver (It is self-evident) who is suddenly confronted with an unexpected danger may, and probably will, act differently from a driver who does not have to act without much time to make a decision, and on the spur of the moment he may do something, which causes the very collision he is anxious to avoid. Understandably the courts accept that:

"men faced in moments of crisis with a choice of alternatives are not to be judged as if they had both time and opportunity to weigh the pros and cons. Allowance must be made for the circumstances of their position." this principle has been elevated into the so-called doctrine of sudden emergency, which has been formulated as follows: "a man who, by another's want of care, finds himself in a position of imminent danger, cannot be held guilty of negligence merely because in that emergency he does not act in the best way to avoid the danger."

In view of the above we have no alternative but to deny liability and support our denial on the doctrine of sudden emergency.

Outsurance legal department

Which leaves just one conclusion... And that is exactly the conclusion I sent to outsurance in an email, and as of yet still not had a response to.

Good day

So in effect what you are trying to tell me is that because he hit my car on purpose, he/you is not liable, but if he accidentally hit my car by just turning too sharply, then he/you would be liable?

Isn't that what accidental cover is for... For accidents?

Do you by chance have any statements or written proof of the driver that he was avoiding when he hit my car?

I will not be leaving this, as what you stated is not a law as you stated on the telephone, but one person's experience in court. This is not my experience and I will be contacting the ombudsman and my lawyer.

Thank you

As of yet I have not had a response to my email

hi

I have called and spoke to service adviser who then transferd me to COLE the manager who gave me the best possible rate, I then asked for the quote to be mailed to me with no luck, I have subsequently called for the third time and was told I had to submit an OTP for the car which I did immediately and the consultant said she will send it through and call me back, 40 min later I called AGAIN and asked to speak to cole the consultant went to find him & could NOT but promised to get back to me URGENTLY, I am still waiting after 1hr...3 calls and NO SERVICE for a client of yours for more than 10 YEARS...I need to pick my car up before the long weekend and am having NO LUCK...HELP

Shabir G OT9387844

I (OT [protected]) was in a bumper bash in Nov 2010 with my Opel Astra (Claim [protected]). The paint is peeling off and it is clear that it was poor workmanship. I included photos of the work. I did contact Easy Beat Pretoria North about two years ago but they make it clear that they do not guarantee their work for more than two years.
I was again in an accident last week and I make the Outsurance assessor aware of the poor work. He refer me to your complaints department. I need to take my car to Easy Beat again for repair of the most recent accident (Claim [protected]) and I hope that they will be able to repaint the affected area again.
I will appreciate your assistance
Kind Regards
Theo Reyneke
Cell [protected]

My name is Nkosinsthi Nleya id [protected] .I logged a claim with Nadira about a break in for the building on the 8th of april and i received the claim reference number.I was advised that I must give the police case number for the claim to be suscessful.Went to police to open a case bt the police also require an assessor report to open the case.Now I keep on phoning outsurance and since the 8th I was advised that the asessor will come and check the value of the damage.Everytime I phone outsurance no one is willing to assist I am being told the assessor is coming.

Outsurance tell me up until when must I wait for the damn assesor and I am beginning to lose faith in this insurance company its almost 2weeks now and with the bad experience I dont think this claim will be suscessful and I am beginning to have second thoughts to cancel my policy and look for a better company that is willing to assist clients.

ThIS IS BAD SERVICE FROM SUCH A HUGE AND WELL KNOWN COMPANY.SOMEBODY ASSIST PLEASE

Claim # [protected]. Another driver also an OUTsurance client opened their door as I was driving past and hit my car. Very helpful Tracy took my claim. I was assured that if the legal dept determined that if it wasn't my fault I would not have to pay the excess nor lose my outbonus.

It was determined that I wasn't at fault but now the terms have changed. Now all of a sudden I have two options. 1. I don't pay the excess but lose my outbonus or 2. They only pay 80% of the value of the claim then I don't lose my outbonus or pay an excess.

OUTsurance gave me an option between two Panelbeaters. The one suggested I commit fraud on a claim. The latter where I got a quote for the damages failed to see that the glass of the wing mirror was broken and was taking photos of the damage with a cellphone. I would have thought that to properly access the damage they would want good quality photos as they send it away to an OUTsurance assessor who sits in an office somewhere. I previously reported this Panelbeater for charging for parts they didn't replace, and poor quality work.

Furthermore the OUTsurance assessor deems the damage to both doors and the wing mirror to be R7, 997.74. This means that they want to slap body putty on to repair the doors as the metal is wrinkled. I am getting nowhere with them hence this complaint.

Yesterday, 9 Feb 2017, I have tried to cancel my vehicle insurance with OUTsurance, because I have found a better offer. After 35 minutes of explaining that I am happy with the other insurer, the lady let me know that documentation will be sent to my email as confirmation. I soon got an SMS that the email was sent to me via email, but the address was spelt wrong by only one digit. I immediately phone them back to report the problem, which this lady was happy to fix. Very soon again I got an SMS saying that the email has been sent, AGAIN to the wrong address, but with a different spelling mistake. I contacted them the third time, they reset the password once more, and now, a day later, I still wait for an SMS or Email... Strange thing is, previously I never had a problem with any correspondence to my email.

How many phone calls or emails will it take to cancel my policy?

Good day, for the past 3 years I have tried to cancel my insurance with you guys, I even had a consultant help me up to the stage of a reimbursement, but yet I see the insurance is still proceeding, I use my FNB account as a savings account, and don't use it often, but for some reason, I see the balance is not climbing as much as I anticipated.

I see now its a policy I cancelled in 2014/2015
Please sort this out, its really anoying, I can forward you all the mails and correspondence
Ot18342336

I claimed from Outsurance my Dual Refund on my Building policy as I had the same policy with another institute as I did not know that it covered me for the same things so I realized that I must query this with both parties, and was told that I can claim from both institutes for a 50% refund on the policies and I did so.

Outsurance paid me 20% on the claim and not 50% as they should have done, so this shows me that they are quickly to deduct money for a policy and when there is a claim then there is a lot of excuses to pay out.

If Outsurance sais that they will pay out 50% then do so don't crook people

I contacted outsurance last week thursday (29 dec) about my cellphone which was no longer working (I have it covered with them).
As always, they were efficient, their service provider collected my phone on the 30th of dec, to have the cellphone evaluated, to see if it can be repaired or not.
It's now friday the 6th of jan and still no word from the insurer, worse I have to keep calling them to trace how far my claim is.
I've claimed many times from outsurance and their service has always been remarkable - efficient and i'm always kept in the loop of what is going on.
This claim has taken much longer than usual but I think what is disappointing is that i'm not being kept up to date with it - I left a message yesterday for the person dealing with my claim and she did not return my call - so not like them.

It will be really disappointing if outsurance has decided to lower its standards so early in the new year. I've stayed with them for so long because of their professionalism, and efficiency and client care. It's my first time ever experiencing such low standards with them.

Good day,

My fiancé had a flat battery on the 9th of December 2016 at night. She used the App, [protected]@Out for assistance. She then received a reference number (we cannot find the reference number) and a message which state that she will receive a call for assistance within 10 minutes & a contact detail she can call. However she never received any call back and when she tried to contact the number she was given, there was a voice message which said "Our business hours are from 08:00am to 17:00pm". She had to ask a stranger to assist her, my fiancé requested us to change from Outsurance but I then said to her it would be better if we first get a response as to what happened.

This query was for the Chervolet Spark.

Could you then please advise what really happened.

My ID number is [protected], my contact number is [protected].

I was involved in a accident with an outsurance client in August.I don't have insurance myself, and my little daughter of 3years old was in the vehicle with me at the time it was indeed the fault of the. Other driver and he was kind enough to admit that and apologies were given, my daughter was traumatised luckily not injured. I did everything that was expected of me in terms of the police and 3rd party process, the person who dealt with the claim then advised me via email that the matter is now been handled by a man named Salmon. No apologies nothing never getting back to me been promised will give me feedback back never came. I have lost my faith and respect for outsurance, how can they have people like this ruining their reputation it's almost the end of November and I still have a broken vehicle and no contact unless I phone and then get told lies. Pretorius, I then dealt with this person and he advised it will be 4-6 weeks before this will be resolved not to mention I got the cheapest quote for them. Then I hear nothing for 8 weeks I then emailed the guy Salmon Pretorius and heard nothing back, then I called him a day later and he said oh he can't find the claim documents can he send it then I need to do the process all over again which I did, he also said oh he can see the email I sent so why didn't he even reply to it? Then after all that he says to me I will submit it for finalisation then will get back to you by 5 he never

My vehicle was sent to Gateway Autobody on behalf of Outsurance. When I received the vehicle back, the paint job was incorrectly blended and the left side of the vehicles paint is a lighter grey than the rest of the painted vehicle. This is not what the vehicle looked like before I made the claim for repairs and the paint job needs to be fixed. This is absolutely ridiculous!

They will do anything to get out of a claim, next they will blame the bad telephone connections as a reason they cannot process my claim. Pathetic. Don't go there, they promise you anything and everything to get you to sign up then they evaporate . You have to spend money making international calls just to get shunted around till you just give up.Submitted my claim for a fridge, since then its been one excuse after the other.They always want this, or query that, its a [protected]@#$g fridge.Why do you need to get routed to South Africa from Namibia to talk to someone over a bad connection.The reason is they are only here to suck us dry

i was recently a passenger in a car accident, so had to give a statement of the events, but to my shock found out that outsurance did a complete credit check on my name without my consent or knowledge, even had a couple of personal photos on a laptop, so where does one draw a line? is this the way the company does its bussiness? i will be seeking legal advice in this matter

I am truly at awe of the lack of humanity in wich they handle their claims me and my husband we traveling in my uncles vehicle and a guy hit us on the pasenger back side wich was on my side when i told the lady from outsurance this she still presumed to ask me who was driving i did not take notice to it at first only after i put the phone down to think how interigating the phone call was i realized how it felt like she was thinking i was lying wich was disgusting and then this morning she phones my husband stating she has a witness who saw a woman drive ext I am amazed at how she is lying and if this issues is not sorted out and an apology is givin to both my husband and me i will be sending our story to every news paper i can get my hands on and I will fight this company with every breath I have in me its unbelievable how incompetent they are to handle a case my husband was the driver and i was the passenger we are not lying about anything nor do we have anything to hide its sickening we had to go trough the experience and now this bad service of outsurance she should bring her witness and herself and we should get a polygraph test on her and her witness and me and my husband to see the truth they are so quickly to judge you and acuse you of lying but they themselves are doing it my sister two uncles and brother in law is changing their insurance because of this .