OUTsurance
Reviews and Complaints

I contacted them yesterday to put in a claim for a Android Tablet and a printer. the first damaged due to power surge and the printer due to accidental damage. First they tell me it is two claims therefore is two excess payments, which is very wrong and unethical. Second they tell me that they don't cover accidental damage. There is nothing to this effect in my policy (OT2134644). I want both items sorted under one claim and no two as per them and as nothing stated re accidental damage this must be covered as well and must be treated as one claim. I am a pensioner and not able to pay two excess requirements. The are very happy to take one's money from one but come to claim time you get nothing but long stories. Please assist

This is week 4 since we submitted our claim for burst geyser in our home (Sun 24/4/16). The person/s we have been communicating with are Nonie and Zandi at Outsurance. Our claim name and number is: [protected]. The lady who is Carien at the cubpoard supplier called on Fri 13/5/16 to inform me that the job card from Outsurance had only been submitted to them that day (3 wks delay). When one actually gets to speak to Zandi she makes empty promises by telling my daughter and I she will call us back then never does. That means she is a liar. I cannot deal with liars. The painting & restoration of the ceilings was done by Alex Homes Jo-Anne/Jacques. My daughter and I were both told by Zandi that the carpet/cupboard suppliers would be in today. The carpet people arrived today and after speaking to Albert he told me the cupboard in my daughter's room has to be done first. The date given by Carien was 1 June 2016. My daughter has been camping in the lounge with her clothes all over the place. If we are paying Outsurance, what exactly are we paying for? Zandi will have all the e-mail communication on her system. I am sending this from home as the e-mails are on my work computer. We will be changing our insurance due to this poor non-existent service we have been subjected to. I am even considering issuing a summons for pain & suffering inflicted on my daughter which has caused her extreme anxiety. My cellphone number is [protected].

Below content is the email i sent to supervisor of outsurance compaints department.

Because one part to fix my car delay i asked alternative order. i received phone call from outsurance if it is original part i can order it So i did. when i called panel beater they said they can not use the part i sent because it is not from hyundai.(outsurance did not tell me it should come from hyundai.) So i called outsurance then zandile gumbi came. She did not want to listen to me.just said "your part is pirate(which is not) we can't authorize it. " i tried to explain mt side she just cut it off. " if you dont want the way we do, find your own panel beater and fix it .We will pay out to our panel beater." I am paying premium every single month and now i have to be treated like this? Does she even know what the car condition is?wheel side has got damage i can not move the car at all. Then manager said take your car if you want! worst of all she wanted close case in force. I had to shout at her that i do not agree anything you tell me now. She certainly does not know the position she is in.

Policy number: OT25559407
Claim number: [protected]
Good day

I had a burglary Wednesday 17/2/2016. It was discovered around 16:30. I reported it to Outsurance emergency department. They did not assist me with temporary repairs or a security guard for the night. I myself did what i could to secure the sliding door and just placed security gate back in place in order for it to seem intact from the street.

Outsurance talk a big game, but failed miserably on this occasion.
They shouldn't sell a service on their policy and then they are not able to deliver.

And secondly i don't get any feedback from claims adviser. I have to follow up constantly as nothing is happening and then i am being told that they will get back to me but never do.

I just want the damages repaired and my goods replaced in a reasonable time. Answering my emails would also be good client service

Inbraak by voertuig, klomp goed is gesteel bv, sonbrille, PC, handsak cellphone en ipad, by die ratwisselaar is die konsole gebreuk soos wat die diewe op dit getrap het of gedruk het vir ondersteuning soos hy van agtera voorentoe gele het om goed te vat wat voor in die bakkie was. Nou vertel Outsurance my dit was nie deel van die inbraak nie, my vraag is was die assessor dan deel van die inbraak dat hy kan se wat was en wat was nie deel van die inbraak nie? Mens betaal vir out and about items maar wanneer iets nie gelys is nie dan word dit nie uitbetaal nie so ek het net my rekenaar n uitbetaling gekry want dit was gespesifiseerd wat beteken out and about.dan. Outsurance jul is n klug!

[protected]. Phoned outsurance today after the house was broken into at around 3am. They stole all our electric appliances. The consultant wouldn't listen to me even after they had sent letters showing that my policy was revised (increased) to not over insure or under insure my contents. Even after I'd read this letter to the consultant, they insisted that I'm not insured. They can keep that stupid coming out bonus they are robbing for! I advise you not to insure with them. They are criminals! Cancelling my policy ASAP! WASTED MY MONEY FOR YEARS

Outsurance contents claim number [protected] authorised; orca mobile electrical workshops cc tel [protected], will be in contact shortly. appointed electrical company that was suppose to fix my fridge... fridge only work for few hours on the 23rd and ever since the fridge not working... electrical company orca never pitch to come see to the repair or even enquire after they already got paid excess of r1000... outsurance on the other hand don't want to take responsibility and review the whole situation... I am less r1000 and my fridge is still not working...

On the 19th of December, I was driving back from the airport in the rain, and I was following another car in front of me, they managed to get through the puddle of water, however my car got stuck in the water, and my car engine got a hydrolock. My vehicle had to be towed away to Audi Sandton. The next Tuesday Audi Sandton assessed my car and issued a quote to repair the water damage. Outsurance sent out an assessor and confirmed the water damage. On the 28th of December I received a call from Outsurance requesting a sit down meeting to discuss the accident. I mentioned that I was on my way to London to see my sick father and will not be able to have a sit down meeting. The claims agent was rude on the telephone and mentioned that nothing can be done until the 8th of January 2016 until I return to Johannesburg. The claims agent also insisted that I call her for a minimum of 35 minutes while in London. To discuss how my car got stuck in a water puddle. This is the second time that Outsurance has delayed the claims process and caused additional costs due to not having a car. Outsurance almost doubles your excess after an accident claim. Extremely bad customer service when claiming.

After many years (15+) of being a client, I had to cancel my policy because I left the country. I send a mail cancelling my policy on 26 October 2015. I received a mail back, renewing it by Outsurance -without authorization and carrying on with payment (I have nothing in SA). After about 20 mails and various telephone calls from Zambia, Ii received a letter they will cancel on 3 December and I will pay a month notice. I have lodge complaints on their web- site, at customer complaints and various mail- all copies in my possession

10 Dec 2015, I called in at Outsurance today, after a long wait and hold I requested the consultant to kindly assist me with cancelling my policy. The reason why I am cancelling the policy is the fact that outsurance on the house contents does not cover theft If you don't have an alarm system. So I did a quote with a different insurance and they were willing to cover me for theft on house contents even though I don't have an alarm system. But I will never ever consider Outsurance again because of their rude consultants. GARTH BRANDT who told me he is a senior consultant was more than the word rude all because I want to cancel a policy, he told me he's an expert in his field and I had to listen to him while who was being rude on the phone. I advise people not to consider outsurance ever again. Their consultants are rude and they seem to be in the wrong field because they don't know how to speak properly to people

I so badly wish I had read your customers review before I called you for a quotation so that i could know your the type of company that creates a policy while clearly been instructed its just a quote and suddenly you start deducting money which you were not authorized to deduct. So now that it is refunding time you want to take your own time coming up with any excuse. I cant believe a big organisation like yours has so many deceptions? The lies and the promises, and dont even mention the trying to over power clients decisions! Its just to much, If I can help/ advise anyone that has been fooled by Outsurance I would suggest get your local Consumer trust involve to defend your rights as a customer as so as possible, for those who have not joined yet...RUN! Curse the day I merely thought i could join you OUTSURANCE. Shame on you, you deserve to be in the Marketing books you really make a perfect example of false advertising and by the way your cant be the best if you have so many refunding/claim complaints. Your own people dont even take care of the complaints on your own page!

Facility number: ot8766609 claim number: [protected] my home was vandalized on the 1st of september. I then registered a claim with outsurance and followed the the necessary procedure. There was a delay in the assessor coming out to meet with me and for some reason could not get hold of me. The internal claims person managed to set up a conference call with the assessor to find out when we could set up an appointment which we then made. I met with her at the house and she then requested further information which I forwarded her as soon as could compile the information, after sending off the information that was requested I was later notified that my claim has been rejected due to me taking too long to forward the information, at no point was I told that I need to comply by a certain date, from the time I logged my claim to the time outsurance felt like rejecting the claim was within a period of 1 month, I strongly feel that outsurance is looking for any excuse what so ever to reject the claim. Please advise me on the best way forward in sorting out this current situation thanking you afzal hoorzook [protected]

I was leaving a parking lot when Sandra Hollerman reversed out of her parking bay into the SIDE of my vehicle. On site she admitted that she reversed into my vehicle and handed me all her contact information. I then called her the next day and she told me that she will not take responsibility for what happened, she will not make a claim with Outsurance, as she does not want to loose her "no-claim-bonus". I was then told I must speak to her agent at Outsurance. A Donald Sambo who responded with: "Good day Please note we are not liable for your damages as you reversed into our clients vehicle. Please note we are not going to entertain your claim and any legal action taken against our client will be vigorously defended. Donald Sambo" I have photographic evidence of the incident and the security video footage, which I submitted to Outsurance. They then had a lawyer contact me after I told them I was going to go public with this. The lawyer wanted to know how strong my case was and then said that I cannot go after outsurance, as they are not responsible. What do I do next?

We have insurance with outsource for many years and only had an accident early this year were 83 cars were burnt, we are a 2nd hand spares company and that means that we have lost almost all our stock it as been months now and we keep getting the run around we have requested for them to tell us of they are paying or not but we don't get anything, they still even bill us every month yet there is a claim that they cant sort out for us, we insure our company so that when something like this happen we get help but with them nothing is done, the service we have got is so sad and I would not advise anyone to trust them with any kind of insurance, we are losing money as the day goes by and stuck with business because of them even a simple we cant pay is to hard to get from them they just want to keep us on pause, poor service it is a pity people only told us about the bad service and warned us about them giving us a hard time to pay only when we had a problem had we known early we would not have insured with them.

On 24 August 2015 Mr PN Nel submitted documents of his Hyundai Accent 1.5l that was written off in a car accident on 13 August 2015. Mr Nel was requested to submit the following document to Mr. Gerald Bosh at Outsurance "Notification of change of ownership/Sale of motor vehicle" and ones this has been done, the claim would be paid out to Mr Nel in about three days. At the Outsurance office Mr Nel were told that they will provide the necessary documentation to their claims department and that they will ask Mr Bosh to contact Mr Nel in order to inform him what the progress is on his claim. To date Mr Nel had to keep on phoning Mr Bosh office but could not speak to Mr Bosh nor did Mr Bosh contacted him when he left message for him. Please note that this will be taken up further if no response is received.

Kind Regards,
Mr PN Nel

My son had a car accident on the 21/6/2015. All i wanted to do is bury my son with respect and dignity and with good memories. The week after the funeral. One of outsurance assessors came to see me. I gave him all the information i had even a confidential report that was send to internal home affairs. The supervisor gave me a copy and said i can use it for a 3rd party claim that i did not worry about. I even went and showed the assessor the accident seen. Your assessor told me the claim will be finalized by that friday. The next week he phoned and asked me questions about my son activities the night before. I told him i don't know as my son was 31years old and he had his own life. The next week he asked the same questions and i started to get frustrated because to me he was implying that my son was responsible for the accident. The following week i confronted him and told him i will not lie or give bribes to anybody and if that if what is expected from me to get money out of outsurance then they can keep their money. Then he started with my children asking them the same questions. That made me cross because we did know where he was and his activities has noting to do with the accident. The accident happened on the bridge and he never investigated the seen. This is becoming personal to me and i want to know who the doctor is that is giving him information because according to the investigating officer he must come and see him and he will solve the problem. At this stage i don't care if i get anything out but as i was a loyal customer of outsurance i am getting my dough's about the company and i hope that other people don't have to go through the same emotional hell that i am going through now. Because no your money can bring my son back and your company have put me in emotional tress and i had to go and see a psychiatrist. My psychiatrist told me today that i must phone the assessor today and confront him and ask him what he is implying. I phoned and apparently he was out. The assessor that helped me, told me that he will inform their supervisor and that i will have an answer before end of day. I am still waiting and it is 06:43pm already. It seems that we are just clients and they don't care.

My client mr. B haufiku was in an head-on collision with an outsurance insurance holder (Ms. L. T shiwanapo on 27 september 2013. Ms. Shiwanapo wrongly overtook a car in the bent where he forsight was limited and drove into the oncoming car of my client - mr. B haufiku. She acknowledge her fault in the presence of mr. B haufiku's driver and an accident report was completed and submited to outsurance upon which the third party benefit ms. Shiwanapo was to compensate mr. B haufiku. The claim ws registered with reference number:[protected] and ms. Shiwanapo who was at fault was paid out an amout totaling r90, 000.
However to our suprise my client who was the victim has not been compensated to date. We have submited statements from the two witnesses who was in the accident namely mr. B haufiku and his driver mr. Robert nghifilengali to ms. C boshoff for re-evaluation. Please assit my innocent client wih compensation pls.

have insurance with Outsurance, Life, Personal and home. In January we wanted to buy a new car and trade in the old car. After the deal did not go through i phoned and say we are not going to buy the new vehicle any more. I know if you say your not going to buy the vehicle any more the old one is supposed to stay on it. Well they took it off, without me knowing. Now I have a claim and they just say the vehicle is not on cover anymore. Well if you have a phone and you don't have money for a new one for sure your are going to keep the old one. It seem they are coming up with every excuse not to pay. After I have got a message to say DEAR CLIENT, WE HAVE BEEN UNABLE TO REACH YOU. (WHAT WAS A LIE), YOUR COVER WITH US REMAINS ACTIVE. PLEASE CALL US ON [protected] SHOULD YOU WISH TO MAKE ANY CHANGES. REGARDS OUTSURANCE. After I spoken to one of the employees yesterday they could not see on the system to whom. I just think someone is not doing a great job. I need to know why and I am not going to leave this.

My house was broken into. I submitted the claim on 6 February 2015 and amongst other immediately drew their attention to the fact that all of my cars keys were stolen, either the whole set belonging to a car or spare keys of my other vehicles. Only on 17 February did the assessors pitch at my home to do a so called assessment of my losses which turned out to be an interrogation into the legibility of my claim that lasted from 14h00 till 20h15 that night (over 6 hours). Photos were taken of the contents of all my cupboards (even the kitchen cupboards) and drawers under the pretense it was for future records should we have a total wipe-out of my belongings. They then went into a claim that I had before regarding keys that I lost of one of my cars. I must prove that the money that they paid out was indeed spent to get my car going again. I gave them the names and names of the companies where i bought the alarm replacement, who fitted it etc. It is now the 26 February, no joy so far I have started to have the locks and alarm systems on my vehicles replaced on my own. Some vehicles are still at risk as someone has keys for them and can drive off. Heaven forbid as I cannot see how Outsurance will pay a claim for a vehicle if they cannot even replace the security system on my vehicles.

I bought a new Mazda 3 last year, I got an I was involve on accidenr on the 29 of october 2014... Outsurance approved my claim and my car was sent to impact panelbeater in booysens. Then I was told their is no parts for that car as is new. Then in november impact ordered the parts from mazda and those parts only arrive just before christmas, the panelbeater was closing and they came back to work on 5th january.. I went their and I was told that the are still missing parts and wrong parts were delivered. I don't know who is wrong here. Outsurance for not following what the panelbeater or the panelbeater for wrong parts... What kind of panelbeater ias this? Ordering parts one by one. Or Mazda for selling cars without parts. Right know I regret buying Mazda. I have being paying insurnace and my monthly instalmenst for 3 month without a car... Then u ask urself " why do we have insurance company"...

This is unacceptable for both companies ( outsurance, Impact panelbeater and Mazda).they keep on blaming each other for this.
Then I conclude both companies are incompetent and they don't care about their customers. I want to sell that car. I don't want drive mazda never again in my life, and I don't recommend anyone to use outsurance their panelbeaters sucks and they are very rude

I want advice on this matter. Can I sell a car when is still under insurance. What should I do. Is almost 4 month without my car. Pleae help