Outsurance leaving me out-to-dry!
Despite numerous phone calls and e-mails to Outsurance, they do not seem to care that I am without my car for the past 7 weeks regardless of the fact that the delay in me getting my car back (as I would later find out!) is because their panel beater deviated materially from the quotation for repair of my vehicle's safety systems and possibly in other areas!! My claim is now subject to Outsurance bureaucracy while I am without transport because my car remains unrepaired! I have asked if they can assist in facilitating a courtesy vehicle, given the circumstances surrounding my claim, and because the panel beater is not responding to my requests for same. Zero customer service! I am completely helpless in that there is nothing more that I can do from my side except to complain! The apparent lack of interest, on the part of my insurer, in the impact this situation is having on my life makes me feel like being with Outsurance is almost the same as being with-out-insurance!
Amendments to above policy
I am a new policy holder. Noticed that there were some amendments that needed to be made before policy started on 01 December 2021. I logged two calls for a 'phone back yesterday (29 November 2021). Still waiting for a call back. Not a very promising start !
OUT response
Good day,
Very sorry for the disappointing service experience thus far.
Our Client Services Manager will be in contact to assist with the requested amendments.
Regards,
Assistance with claim
There are no words for this exceptional service, great asset to your company!
Claim/Payout
No contact back from salvage department from 25/11
OUT response
Good day,
We appreciate your feedback and confirm we have since been in contact with you to discuss the way forward on the claim.
Regards,
APPALING SERVICE
AWFUL! I should not be spending hundreds of rand a week on airtime to find out what is going on with my car. OVER A WEEK LATER AND NOTHING HAS BEEN DONE TO FIX MY CAR. Excuse after excuse after excuse. Still no confirmation of when my car will be ready. Staff does not follow up, ignores phone calls and I have been sent to several different people to no avail. No information, all I hear are excuses. The panel beaters you are using are SLOW, DRAGGING THEIR HEALS and UNBELIEVABLY RUDE! CHRIS CRAFT panel beaters are unprofessional and SLOW. My holidays, which I've planned for a year could be ruined because of the disgusting service I've received. Cannot believe a company like outsurance operates like this. Cannot believe they make excuses instead of trying to help solve the problem. I will keep following up until I get some ACTUAL CUSTOMER SERVICE. I don't want more excuses for your inefficient processes which put an enormous burden on your clients.
OUT response
Good day,
Very disappointing feedback to received. Apologies for any inconvenience caused.
Our Claims Manager has since been in contact with you to discuss your concerns raised.
Regards,
Call out
Professional and prompt assistance given within x1 hour.
Smart Drive application
Smart Drive App is still not working. I need your IT support. This problem has been on going.
OUT response
Good day,
Thank you for the feedback and apologies for any inconvenience caused.
Our Digital Team will be in touch to assist further.
Regards,
Assistance with claim
Im still waiting on reply on my claim I called was told ill get a call back but nothing. Very frustrated
OUT response
Good day,
We are very sorry for the disappointing experience.
Our Claims Department has since been in contact to assist with your concerns.
Regards,
Cannot make changes
Hi There. I am struggling to get hold of anyone in customer care that can help me change the date of me debit order. Please can someone give me a call. I have been struggling for weeks now and it is getting a little ridiculous. Thanks Monique
OUT response
Good day,
Apologies for the lack of service you experienced.
Our Client Services Department will contact you to assist soonest.
Regards,