OUTsurance
Reviews and Complaints

Finding my vehicle broken into with its ignition and steering lock damaged, calling the insurance company's emergency no gave a feedback with their not operating outside working hours.

We dealt with Outsurance religiously paying our premiums, claim-free, over the past 10+ years until Dec 2007, it was our parents 50th wedding anniversary and our home was burgled and ransacked!

We called Outsurance who took about 2-3 weeks to resolve the claim after the incident and when they eventually replaced (some) of the stolen goods, it was of INFERIOR quality! Our TV set was replaced 3 (THREE) times and our X-box was replaced once by a supplier called Photo star!
A week ago, we submitted a claim for our household laptop that was still under guarantee, which had just started freezing and malfunctioned and they have just let us know that the supplier, Photo star provided a report that it was not a manufacturing error and that they reject our claim! Aside from that, Jacquie (the Team leader) who handled our query, was rude, impolite and unprofessional, failing to promptly and diplomatically handle our situation and continuous calls!

Outsurance has consistently provided us with goods of inferior quality and we're sick of it! They undertake to give the best possible service and goods, but their track record has not exactly been great.

We're OUT of OUTsurance for sure!

On the 20th March 2010 my car broke down. I phoned Outsurance Roadside Assistance for help and was very impressed with the service I received. However as it was a Saturday and a long weekend I was told my car would be towed to my house as all the dealers would be closed. I then had to contact roadside assistance again on the 23 March to have my car towed to the dealer for repair. So my car was towed twice, yet for the same incident. I know they advertise two tows per year per vehicle, but I assumed they would surely mean two different instances. I have been informed by Outsurance that my roadside assistance for the year has been used up. So despite the fact that I have never before used roadside assistance for all the years my car has been insured by them and the fact that this was one incident I now have no cover. Not a great feeling being a female driving around South African. I am not impressed Outsurance and I am getting quotes from other insurance companies who would look past their petty policies to give me decent service that I deserve! Moral of the story: Make sure your car only breaks down during your dealers working hours!

Last year in November our geyser burst & resulted in damage to the bathroom cabinet, wooden flooring & ceiling. The plumber replaced the geyser but in the process kicked 3 tiles off the wall, removed & took the wooden ceiling boards, the old geyser is still in the roof & he put the overflow pipe straight onto our balcony, outside our bedroom. We were told the wooden flooring they would only patch but couldn't find the matching wood. The tiles they said they would replace but couldn't find the same tiles & wouldnt replace all the tiles. They took the wooden cabinet to fix it. It was returned with no hole cut in the back to accomodate the plumbing & I had to refit it. We have been quering this for months & have had no response. We are now left with half a ceiling exposed, our wooden floors in the hallway door to bathroom lifted & damaged & 3 tiles missing from the wall! Not only this, we have had to live with a mildew damp smell for months & in actual fact, this is our children's bathroom and not very good for their health! We are tired of hanging on for the call centre, speaking to rude, unhelpful people and still no resolution after 6 months!

I am not a client of outsurance and must say that I'm quite surprised at all the compliments about you on this site as I'm not getting quite the same service as noted therein. I was involved in an accident with my scooter with a client of yours on the 14th of Jan 2010. Fortionately I didn't get too hurt, but the scooter and my gear was ruined. I decided to submit a third party claim directly with Outsurance so as not to affect my no-claim history on my insurance. I followed the procedure the call centre gave me and submitted the claim on 15 Feb 2010. Simon was assigned to my claim #[protected]. He's been excellent throughout the process, providing feedback and returning my calls promptly. The last feedback I've had though was that the assessor's report of the 26th of Feb suggested the scooter be written off and that the file is now with Lancelot to finalize. I've been calling for the past week to find out what the status is, and it's still with Lancelot. I fail to understand why he's had my file since the 26th of Feb and that he's not processed it yet. I'd really appreciate some urgency on this matter as even though I'm not a client of yours, I still deserve to be respected.

We were involved in a car accident in Boksburg, on the way to the airport, when another vehicle bumped us! Phoned Outsurance straight away as they are our insurance brokers, got a claim nr straight away(this person was very professional and fast), and luckily we have a hire car option, we were taken to the airport to AVIS to get a car, but they needed a reference nr from Outsurance before we can get a car... Well the accident happend just after 11:00am and by 14:00 we were still waiting on the reference nr! Every time we called the call centre, they say its nog logged on the system yet and that someone will phone us back... Here we are sitting at the airport, me and my husband traumatised of just being in an accident, with our 3 month old baby, sitting for nearly 2 hours waiting on a reference nr! Only when my husband phoned for the 5th time( explaining for the 5th time), did Sylvia promise to call us back as soon as possible with the nr, ( who wants to believe her after all the previous empty promises), but within 5 min she phoned back! (Thanks Sylvia)Why can it take 5 min for her, but all the other people we spoke to just didnt bother to come back to us...

My vehicle was 'repaired' by a panel beater instructed by Outsurance, but in the process they damaged my dashboard.

More than a month after the damage that was caused by their negligence, I am still struggling to get this damage repaired.

This has cost me numerous telephone calls and a lot of unplanned time out of the office, not to mention the emotional strain. Outsurance, their assessors and the panel beaters have not been helpful and have instead been wasting my time. They seem to forget that I am the customer, the aggrieved party.

Instead of rectifying their mistake, I am being further inconvenienced by the incompetence of all parties involved here, being Outsurance, their assessors and the panel beaters.

Had an accident (my fault I'd admit), submitted claim, Grace kept on referring me to Legal for the other persons's claim, then she sent me to an assessor for my vehicle. She then called telling me my damages, my excess and where I had to take the vehicle for repairs. During this telephonic conversation which I had difficulty hearing and understanding, she suddenly tells me I have limited cover and the claim is being cancelled - suddenly she will sort the other party out. Because I was confused I asked her to email me all the details - she did not, and I sent her a reminder because I am more interested in sorting the other party out. She sends an email back saying the other party must deal with the legal department. Having objected to this contradictory info, I threatened escalation - no response.

I have had occasion to deal with Outsurance on more occasions that I should need to and I have always been happy with the service. This experience with Grace makes me wonder whether Outsurance has dropped its standards. And they don't have a channel to escalate complaints!

We had a storm last year and had outsurance send some fly by night builders to fix the leaking. Anyway come January, we have another storm, and guess what, it starts leaking again everywhere where they fixed. So we phone outsurance and after numerous calls, eventually get someone out who claims we did not maintain our roof, etc, if that be the case why fix it the first time. Jackosn, who by the way is the most rude person you can ever find, he forgets we pay his salary, with as much attitude as you can find tells us outurance will not be fixing the leaks.

Anyway my husband phoned the manager, Trevor Naidoo, who assisted us and asked us to get a quote and fax it through, which we did, and my husband phoned twice and confirmed approval. Builders have started working alreday, only to get JACKSON calling again, saying it was not approved, and they will not be paying for the work done. We have already signed with the builder to start the work because we got approval twice from you, now the builder wants to take legal action against us. We have stopped all work, please can you come back to us urgently.

Last year October I contacted Outsurance for house cover, granted only if they would cancel my SAHL insurance. I was promised that this was done. I have just received my annual policy update from SAHL and it was never cancelled. I have had double insurance for a YEAR! I spoke to Sipho at Outsurance and he confirmed that my details were never forwarded to SAHL as promised. I must now take time and effort to complete 3000 forms to have my SAHL policy cancelled and was also informed that I would only get a refund of 50%! Thank you very much Oustance for not saving me any money but DOUBLING my installments.

It all started with my mom asking for a Quote . The consoltant said to her that my bank details where needed in order to create an quote and he promised that my account would not be debited . My mom then said than you and the consultant said he would phone me then to confirm if i wanted the insurance or not needeless to say he never phoned my mom then later that week got an sms saying thank you for choosing outsurance. When my mom told me this i then phoned them and asked how is it possible for somones mother to agree to insurance for me when nobody even phoned me to ask if i even wanted insurance ! The guy then promised me that he would cancel it and then went on to say that he would wait for my call to confirm that i sould not want this insurance the cheek to ask the customer to phone him back otherwise they will debit my account ! I did never the less try and phone him but never got trough to him .After all that guess what they still debit my account after i said i did not want insurance!Then Anthony phoned me and promised to credit my account and write a letter to my bank to statement that it was not my fault and it was there mistake .To date nothing has been done!

My geyser burst during the weekend of 13 October 2009. I were away and when I got home the Sunday night, the house were completely under water. I register my claim on Monday monrning at outsurance - Naome answered the phone and I deal with her eversince. Late that afternoon Outsurance send a company to replace the geyser. These people damaged my bathtub (by letting the copper pipes fall into the bath more than once from the ceiling), the made a hole in my facebrick wall between the bathroom and my passage, only to fill the hole with cement (that looks terrible), they made another hole in the wall to my front door. Then they bumped two holes in one of my bedrooms door with the pipes when they removed it from the bathroom. I phoned Outsurance the next morning, explaining that since they have sent that survice provider, they have to sort this out. Well NOTHING happened yet. No damage fixed, carpet not replaced and they do not phone back as they promise. Every time that I have to take time off, it cost me a lot of many since I am a contractor and do not get paid if I am not at work. I suggest that they conclude this claim as fast as they advertise. This is already more than a month.

A month ago my wife had the unfortunate luck of having a car roll into the back of her brand new 2 month old car, since the car that caused the damage was insured with outsurance I called them to odge a third party claim, I asked the consultanat what to do and she advised that she would take all my details and a person from the legal team would give me a call... I supplied all the info and waited ... and waited 2weeks later I have just phoned them to find out what is the story and was now given a pretoria number to call... WOW what attitudes do these people have, I am so disgusted in the way my call was handled, firstly the lady that was talking to me I dont know what her problem is but she has a real big terrible attitude ... now I am told that I must fax the docs, my id drivers and all of that to another number, I dont have a problem doing this but why was this not told to me the first time I phoned and not 2 weeks later when I had to phone again, and then the biggest complaint is the way they talk to people, it is absolutely disgusting... I was i the process of signing up with Outsurance through Vivian but after that call NEVER will i be assosiated to such rubbish!

I have been with outsurance a few years back and had paid my premiums and then cancelled my policy and have never claimed and know they wont refund what i paid when i called to enquire what went on i spoke to a lady who was rude and had no manners what so ever.

I want my money back as it was a lot that i paid for no service received.

I am very unhappy with the situation regarding a claim with Outsurance. I have a Mini Cooper, which is still under motor plan, so can only have it panel beaten at an approved BMW panel beater. Outsurance recommended that it be fixed at Auto Helderberg BMW, which is in Somerset West. I did not think too much of this, until I went today to deliver the vehicle to be repaired. I live in Rondebosch and it took over 2 and a half hours for me to drop it off and be dropped back. This is completely ridiculous that Outsurance recommend a repairer so far away. Does everyone who owns a BMW on motor plan have to drive out this far to get their car fixed?!

Not only is this a severe inconvenience, a big waste of my time and not to mention the petrol costs. I am very unhappy and hope that Outsurance will ease my dissatisfaction by organising to have the car delivered back to me in Rondebosch, including petrol.

I've been a Outsurance Customer since 2007 and have a vehicle insurance policy with them. Last year they advertised anual increases at a avaerage of 7.8% if memory serves me right.

To my surprise my installment went up with almost 30%! And I haven't claimed from them since I joined. I made use of their 'free' towing service once when my car broke down with a gearbox problem.

So today I phone to get a quote on a 2006 BMW 320d Sport which I want to buy and insure, they come back with a rediculous intallment of R2900 pm! That is almost the installment on the vehicle. After comparing quotes from 12 diffrent insurers raging from R800 to R1230 for the most expensive... I must say that as a current Outsurance client I'm very dissapointed!

The insurance from the other companies was also fully comprehensive and with fixed excess same the amount they quoted me on. Even after taking my fixed excess to R10000 the monthly installment was still R2400pm! That stil is 100% more expensive than the most expensive compared quote I got...

I was involved in a hit and run accident a month ago! After reporting the accident and putting through the claim there was a whole investigation because i was driving my mothers car! Best part i am insured as the second driver on the car although outsurances policy states any person is covered with a valid drivers lisence.

The guy who did the investigation was so focused on nailing me on any aspect he could find that there was not even one question asked about what happened... After two weeks we phoned the call centre numorous times just for them to tell us the claim is settled and the car is busy getting fixed. A week passed and then the story changed to no the claim is still being investigated. Now after a month the claim has not been settled and the evidence if any of the investigation has disappeared so they can not pay out the claim, how conveniant for OUTSURANCE!

Worst of all is they never even fetched the car at the towing company... Bad service all around!

I posted a previous complaint about Outsurance about 2 weeks ago, which has still not been resolved. A staff member of mine, with comprehensive motor insurance with Outsurance, had a claim first accepted, and then rejected, on grounds of DUI at the time. When I asked for proof of this, Outsurance and their assessors have been dodging me ever since. I'm thinking of moving all of my personal policies away from Outsurance. Disgraceful!

I write this complaint on behalf on my sister who had taken over my vehicle which had been insured by Outsurance. Sadly the vehicle was stolen on the 9 June 2009. After putting in a claim for the vehicle Outsurance informed her that the claim had been denied due to not having a tracking device insurance approved alarm. When she called Outsurance to notify them that she was unaware of these requirements they replied by stating that because I was the previous owner I should have known and told her. She requested the recorded conversation but till today hasn’t had any luck except for the promise to have the sales manager call her back. As the policy holder and payee of the premium she should have been made aware of this requirement. My question is why should Outsurance or any other insurance company be allowed to collect the monthly premium if they are not going to ensure the vehicle.