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
Increasing of primium

My car insurance is up from 900 to R1700 now up again this to R2004 and now I can afford it it's too much for me now. I don't nkow what must I do they not even inform me if the primer is going up they just deduct the money I can't afford R2004 every month I'm just a security officer

Increase in premiums

Please call me

Approval of claim

Terrible, terrible process of our claim! Claim was logged 2 November. Until today it still has not been approved. Yet the work has started and the tiles and bath have been removed with all the plumbing exposed in the bathroom. The bath has been removed and standing in the garden in the rain for a week and Outsurance maintains they want to re-install the bath! This is the only time when insurance matters to the client and this is how they treat the client. I wish I could upload the pictures.

OUT response

Good day,

We are so sorry to read about your dissapointing and frustrating claims experience.

Our management team will be in contact to discuss the detail and way forward on the claim.

Regards,

 

Premium increase not acceptable

Needed to do changes on policy. After a lot of discussion the premium increased on my son vehicle, he lost his smart drive discount and after several unsatisfactory outcomes, my vehicles excess where changed to accommodate for the increase, not leaving me with a smile, but with a bitter taste in my mouth. Moved to outsurance after being 27 years with previous insurer, just to get kicked in the face and not having a acceptable outcome. It was just mentioned I can contact outsurance again in 3 months to see if I qualify for a discount. This is really not how I expected outsurance promises to be handled....

OUT response

Good day,

We appreciate your time to bring the matter to our attention. Sorry to see you are disappointed.  This matter was escalated to our management team who will be in touch to discuss the detail.

Regards,

 

Workmanship

Awesome work done

assistance with a claim

my experience was terrible

OUT response

Good day,

Apologies for your disappointing experience. We referred your concerns to our claims management team for assistance.

Regards,

 

 

Information on premium changes i.t.d.

New quote

I phoned this morning to get a quote. As I am very busy I do not have an hour to sit through all the questions. I requested your agent to give me a quote based on my existing Discovery policy schedule. I was told in so many words that it cannot be done, you only do it over the phone or somebody can come to me(more time I do not have) Surely, there must be a way to assist and not chase away clients. ?

OUT response

Good day,

Thank you for reaching out.  Please email your existing schedule to feedback@out.co.za and we will get a broker to liaise with you via email.

Regards,

 

 

366858942

I am very angry claims have been submitted on my vehicle and now my out bonis is gone,i was assured i will not lose my out bonus by your staff Please gp listen to the conversation 29 th of the 11th month 2023 ...

OUT response

Good day,

We appreciate your feedback, although disappointing.  Your concerns were escalated to our claims management team for assistance.

Regards,

 

 

I submitted a claim for my vechile.

I keep on getting emails back that say the claims advisor will call you back every time when I send a email regarding my claim so far nobody called me.

OUT response

Good day,

Thank you for reaching out.

We will be in contact shortly to assist further.

Apologies for any inconvenience caused.

Regards,