Compliments and complaints

Our Complaints Resolution Policy serves to provide guidance around the recording and handling of complaints with a view to continuously improve our service.
Join the conversation Do you have any compliments or complaints to share? have your say
Overcharge not credited completely

On the 23rd May 2022 we insured our move to Cape Town. We paid R2858.53 as quoted. On the 31st May 2022 we received a refund of R34.34? No communication. On 2nd June 2022 my bank account was debited R9856.65? I communicated with Amanda who said she would sort it out. On 14th June 2022 I was refunded R7303.52. On the 23rd June 2022 we received a refund of R1156.54. There is a balance of R996.59 outstanding and no one returns my calls. Bjorn was supposed to call me but no further communication. Please help!!!

OUT response

Good day,

Please accept our apologies for the lack of feedback from us.

We escalated your concerns and will be in touch to provide feedback.

Regards,

 

Call Centre

VERY BAD!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

OUT response

Good day,

We are very sorry for your experience and referred the matter to our Management Team for assistance.

Regards,

 

Phindi Ntuli & co - the worst ever!

I have over the past three weeks or so had issues with a window fitting Glasfit did on my car, through Outsurance. I raised concerns with Glasfit itself (Dorah and Faith) who were of no help at all and promised footage/info from an iPad I am still to receive. When I was getting no joy from Glasfit, I escalated to Tracey Naidoo and eventually to Phindi Ntuli and a so called team leader called Lerato who are the worst I have ever dealt with at Outsurance (since many years with Outsurance. Tracey sat on her laurels and did nothing and Phindi was arrogant and eventually came back with feedback that I had signed off for the work and that there was nothing Outsurance could do except to make a new claim (after numerous follow ups). Of the 5 of them, were they all arrogant to think of checking whether the window was fitted correctly in the first place? With the assistance of Danie Mathee and Renier from Glasfit, they discovered the window was not fit correctly and are assisting with this.

OUT response

Good day,

 

Thank you for your message. We escalated your concerns and will contact you to provide feedback. Apologies for the inconvenience caused.

 

Regards,

Joy

Unreasonable cancellation of policy

Good day The policy I have had with you for over 25 claim-free years has recently ended due to your incompetence. You had given no formal warning of the cancellation and there is no valid reason for cancelation. I am aware that you are currently in breach of your own policy and infringing on the consumer protection act. My policy number is 446100. I contacted your call center on the 5th of August at 17:35 and asked for a call back from a manager and have had no response. an immediate response would be greatly appreciated

OUT response

Good day,

 

Thank you for your message. We have escalated the matter for further assistance.

 

Regards,

Joy

Complaint

I would like to know why my policy was deducted twice on 1 day please as all my premiums are up to date...... Capitec: Debit Order -R1253.82 from SAVINGS ACCOUNT; Ref OUTSURANCE OT29546105 DQ9256IN256INM 050; Avail R4584.40; 05-Aug. Info 0860102043 Capitec: Debit Order -R1253.82 from SAVINGS ACCOUNT; Ref OUTSURANCE OT29546105 DQ9256IN256INM 050; Avail R3327.08; 05-Aug. Info 0860102043 Can I please have it refunded. Regards Lindell 082 946 9257

OUT response

Good day,

Thank you for your message and apologies for any inconvenience caused. We have referred the matter to the relevant department and they will be in contact with you.

 

Regards,

Joy

diens in Afrikaans

Ek is reeds vir baie jare 'n versekerde motoreienaar by Outsurance en by die enkele gevalle waar ek 'n eis ingedien het, het ek puik dienste ontvang. Ek vind dit uiters frusterend as ek Outsurance bel net om te verneem dat daar nie iemand is wat my in Afrikaans te woord kan staan nie. Die gewone antwoord van die persoon wat my oproep beantwoord is dat hy/sy nie Afrikaans kan praat nie met die gewone onderneming dat "iemand" my binne die volgende uur sal terug bel. My ervaring is dat niemand my ooit terugbel nie.

OUT response

Goeiemore,

Dankie vir jou terugvoering en jammer oor die teleurstelling.

Ons het die aangeleentheid verwys en sal spoedig met jou in kontak wees.

Ons vra omverskoning vir enige ongerief.

Groete

 

Cant beat quotation on car insurance

My wife asked for a price on our one car that is not with outsurance and they could not better the price.When the consultant was made aware of the outsurance ad on tv,internet and radio and soscial media about if they cant beat it,he just ignored my wife.So i want to know is the advert true? I would like to have a email feedback and not a call please. Kind regards

OUT response

Good day,

We appreciate your time to bring the matter to our attention.

Our Quote Promotion Department will assist you further.

Regards,

 

Complaint

I asked for a call back on my qoute 2 days back... Quotation was done but the person never called back. When i eventually asked for another callback service was slow and person did not sound competent to do the quote. Hve been with Out for the while bjt service is going backwards.

OUT response

Good day,

 

Thank you for your message and apologies for the experience that you described. We have escalated the matter accordingly and you will be contacted for further assistance.

 

Regards,

Joy

Referral

I referred someone, with the promise of a discount of R1000 of my policy if successfull. Refferal already paid 2 installments pass the amount. Nothing about discount???? I need some answers on this please. Thanks. Refferals Policy Number : OT76956045 ( MR. R Donson)

OUT response

Good day,

 

Thank you for your message. We have referred the matter for further assistance.

 

Regards,

Joy