OUTsurance
Reviews and Complaints

My car was booked into the panel beaters on the 26 / 02 / 2015 for a minor bumper scratch and a cracked tail light! I was advised by the manager that my car will be ready on friday (30 / 01 / 2015) as it is a small job, and they have received the light.

I called on thursday to confirm, i was told my car will not be ready as their workers had not come to work. She later told me that my car will be ready on monday! On monday (03. 01. 15) i called, and they said it was in the paint bay. I can expect it on tuesday, i have just received a call from the panel beaters, the light that they have is the wrong light, they will need to re - order the light! And they cannot say how long it will take!

Firstly, i did say that i was going away the weekend of the 31 / 01 / 2015, and i will need my car! But they did not get it done! I also said that i will be leaving on wednesday 04 / 02 / 2015, which is tomorrow and i need my car!

What kind of service is this? Who does checks on parts received? How can u sit with a part for a week and not know that it is wrong?

I am stuck without a car due to outsurance choosing an incompetent service provider! Really pathetic!

Logged a Theft Claim on 24 Jan 2015. Outsurance said they will handle all the quotes etc.
Claim approved and now they will send replacement itmes via PTA Tool Centre. I have asked them if there is no other way because I am in East London and if there is any faulty or issues with the goods I have to send all back to PTA. Guess what the lawnmower I received from them were not the correct brand I have asked for, They have send me a Rolux instead of a Ryobi. When I opened the box and assembled all the loose handles, I tried to start it and the petrol cable were loose from the lever that were attached to the handle, this were factory fitted, I tried to stop the engen but could not due to the loose cable.

Now when I phoned Out Surance I am told the they first need to get a agent from Rolux to check if I did not maybe did something wrong. Now I have to wait until the arrange for someone. When I reported this they said I must get new quote, I did but now they say that nothing can be paid out until the item is checked by the agents. Now I sit with grass not cut for 2 weeks. And no service from Outsurance. To make it even worse is that I only switched over to them about 3 months ago. DID I make to correct change?

Ek is baie teleurgestel. Daar is by my ma ingebreek en tv, laptop, juwele ens gesteel. My ma is 'n pensionaris, die oomblik toe sy vra of daar nie afslag is op die bybetaling nie is daar gese sy moes gevra het vir pensioenafslag toe sy die polis uitgeneem het op daarna. Die bybetaling is te hoog vir haar om te betaal. Dan word daar 'n afspraak gemaak met haar vir Maandag vir 3 ure, sy word ondersoek omtrent die inbraak, sy moet bewyse van aakoop van juwele ens he. REGTIG. Sy het juwele as geskenke ontvang. Sy betaal elke maand betyds en dan is daar geen vra nie nou moet sy bewyse en fotos en finansiele state voorle. Outsurance is 'n swak versekering. Een groot klug.
Louise Verster

outsurance doesnt tell you what your access is. when i claimed for my windsceen they told me to pay an access amount that was 90% of the full cost of the replacement of the windscreen. when i asked to talk to the manager, the manager told me to fix the car with my own money. they service was bad i was transfered from one person to the other and the managers are not professional. the was told to find someone who want to listen to my issues but not someone from outsurance. i would not advice anyone to deal with outsurance or have a cover with them. im going to move both my car insurance and my life insurance to an insurance company that want to help its claints and that does not hide information from they claints

A claim was lodged at the start June 2013 for repairs to our gate and gate motor after it came off the railings. We are now into July and these repairs are still not complete despite various calls to Outsurance advising that their appointed vendors are not coming to site or co-operating. The cherry on the cake today was that Outsurance phoned the last vendor who is now insisting we once again pay the excess amount of nearly R2000 which was paid to the 1st vendor attending at site. In fact they would not commence work without upfront payment. My question is simply this - Outsurance do you ever check that the customer's claim is complete and that we are satisfied with the workmanship? In your "BEND OVER BACKWARDS" campaign you advertise that we need not worry as you do the follow ups and running for us - well that's a load of KRAP if ever. I have placed numerous calls to both OUTSURANCE and the vendors and am still waiting for a response. Calls to Outsurance for a manager to call me back are passed down the line to yet another consultant and we continue to play ring a ring a rosey and get nowhere. OUTSURANCE YOU SUCK. and I am highly dissapointed in your response and service levels.

my advise to anyone that want to deal with o/s is to pse state that you are just shopping around for a quote and not accepting it before hand. they take it for granted that if you request a quote, you have accepted it. i call and said i was still shopping around and the next min. a instalment was deducted and they now have the check to say i have to wait a month for my refund, with is also not the full amount. outsurance will not get any recommendations from me and i will also advise friends and family about the service.

One of our truck was stolen a month ago, Outsurance rejected our claim as according to them we did not fit the correct tracker. As per the contract they provide the names of companies where you should fit these units however does not specify exactly what unit to fit. It happens that we installed a Fleet Management unit and according to Outsurance this is not a tracker unit, however how was we to know that it does not adhere to their requirements of what unit should be fitted. This is a great loss to us as well as lost of income. It seems that they are only bending backwards in order to get your business, but when it comes to patyout, they are not prepared to bend backward or even leniant as to the ignorance of the client with regards to certain devices that they do not specialise in?

Our building insurance is with Outsurance. when we bought our house the recommended insurer from our bank was outsurance. They insured the property without a consultant coming out to survey the property. After the hail storms we had lately is my roof and waterproofing and inside damaged. I submitted a claim, an accessor was sent out. the damages inside was approved but now they stalling with the damages outside. Outsurance claims that due to the structure of our roof they wont repair the roof. BUT - Today the 4th December 2012 I phoned Outsurance as a new client and requested a quotation for building insurance. They claim that they insure the property on good faith. I asked her that if I go ahead with the insurance they will cover and pay what ever I may claim for that is existing at the moment in which ever state of repair it is at the moment if anything gets damaged in the future. The reply was "YES" i asked the lady of this call is recorded she replied - yes - SO Dear Outsurance please tell me why you wont cover the roof repairs on my property due the the structure of the roof now? I think this is fraudulent and false advertising.

I have put in a claim for a motor vehicle accident and the following Has taken place.
1.they will not pay for the damage of the tow bar of my vehicle as they say it should have been spescified on the insurance policy
at no time when consulting with them was this brought to my attention.
2.In the last four days I have spoken to at least 5 people insured with the company and it was also not brought to their attention that
the must spescify the tow bar on their vehicle .
3. One of the new clients did their insurance last week and who have insured their Boat and Caravan with them as well the clause was also not brought to their attention

Mr Du Plessis from North West turned and crashed into my beetle beginning May 2012. He admitted fault! I don't have insurance for my vehicle, he has insurance with OUTSURANCE. After 2 months Outsurance eventually sent an Assessor, after telling me i had to get my own quote! They find the damange is more than the value of the car. They are "writing my car off". They say insured is 70% at fault my driver 30%, NOT TRUE. Although their client admitted fault and said to my friend the driver that he has a long trip and was tired, he did not see him. My friend had the lights on and clear break marks can be seen on the site. Mr Du Plessis turned in front of an oncoming car that was stravelling straight and the accident happened because the Mr Du Plessis took a short cut. He did not even turn by the Stop the driver of the beetle was halfway into the stop section when Mr Du Plessis turned. This is just a way not to pay for my vehicle to be repaired, typical Insurer. My vehicle was in Roadworthy, Licensed, running condition. Its been standing
at my home since the accident. I cannot drive it to get another HONEST quote. Ever yBeetle place I phoned dont bother returning my calls. I insist OUTSURANCE repair my vehicle. Their cleint is at fault here. I do not have R14 000 as per their quote to repair it.
By not having this car running, it has put my friends job in jeopardy!
OUTSURANCE falsly adverstise. Every quote i've asked for is the most expensive.
The people dealing with my claim and documents have not kept me updated.
At every chance i will not encourange friends, family or whoever to use this company.
DISHONEST CO

I got a response from Outsurance same day.
My complaint was sent to the claims department where Mary-Ann phoned
to say she is still happy that Outsurance won't pay. Still awaiting her email.
My beetle is not getting repaired.
The panelbeater they have used is expensive.
I can get my beetle repaired for approx R7000-00, Outsurance must
pay this money to me and i will fix my car myself!
The old man ADMITTED fault is not telling the truth, says it was dark and we didn't have our lights on. Lier!

Good day,
16 January 2012 my sister was in a motor accident where the other party was insured with Outsurance.
Outsurance has this adverts about how good they are, paying out clamis and so forth, which is untrue. Outsurance does not
comply with the adverts you are presenting on SABC, and i am not the only one thinking so. No panelbeater wants to deal with outsurance.
your commision has the following: IN SERVING THE PUBLIC'S RIGHT TO KNOW
WE DO OUR UTMOST TO MAKE A TIMELY CORRECTION OF ANY INFORMATION THAT WAS BROADCAST AND IS FOUND TO BE INACCURATE. The adverts are inaccurate, i there for insist that these adverts of outsurance be taken off. Confirmation can be sent to me at [protected]@siphethe.co.za. Otherwise i will have to take this matter to the newspapers to tell the truth about the sabc consumer complaints that does not listen to the public.

Hi, ek is baie verward en ongelukkig! Hoekom het mens versekering as hul nie eens hul beloftes na kom nie? Ons was nou onlangs in 'n erge kar ongeluk, kon vandag dood gewees het! Ek wonder nou maar net, wie sou die volle uitstaande paaiment van die kar betaal het as ons nie meer hier was vandag nie? Definitief nie outsurance nie...

I was involved in an accident in October 2011. An outsurance client skipped a robot, hit my vehicle and then took out another traffic light. I submitted a claim against her through her insurance. For 3 months I was left without a vehicle while in the middle of my university exams. after an appointment with a rude assesor who was mad because I bothered him in his 4 hour lunch break and numerous calls to them I was told that I would not be paid because as far as they are concerned my damage was only a third of hers. My damage was more than double this. Not including other implicit costs and failing some of my exams. The outsurance consultant assured me that if I take any further action against them that they will fight me in court.
I have quotes to prove my damages and told this to the consultants who called me after I complained. I was told that the matter would be resolved and investigated. Another 2 months later and still no response. Well now I definitely will be taking legal action.

I contacted Outsurance to get a quote for a motor vehicle I was looking at purchasing, what a mistake theat was.

On Monday thee 4the of November 2011 Outsurance took money out of my account witheout any signed agreement on my behalf withe thee company as I did not purchase thee car in thee end. I contacted Outsurance on thee same day to try get thee situation sorted out theen. I was told by a manager named Chris(no surname given) thee agreement would be terminated, an investigation into what happened as according to him it was illegally activated and return my funds to me. Lastly he advised theat he would contact me on Monday thee 7the of November 2011

I theen contacted Outsurance on thee 8the of November 2011 as no one had called me as thee advised thee would and to get theem to put thee funds back into thee account as theat had also not been done yet. I was theen told theat thee funds would only be returned to me on thee 5the of December 2011 and theat I had to supply theem withe a copy of a bank statement and ID. At theat point I requested to speak withe a manager, I was theen put on hold and thee same agent I dealt withe came back on thee line and told me thee same theis again. That meant theat thee manager refused to speak withe me.

I was not satisfied withe theis and contacted theem once again on Saturday thee 19the November 2011 and spoke withe yet anotheer manager where I once again requested my funds to be returned to me along withe thee interest incurred to date as I have discovered anotheer person who thee exact same theing theis had happened to in thee same monthe and theerefore Outsurance are earning interest on stolen funds. In theis conversation I was once again assured theat someone would call me on Monday thee 21st November 2011 to rectify theis situation and ponce again I have had to call theem to find out what is going on. At theis point I was theen told by thee cancellations manager Candy(No surname give yet again) theat thee fund would be returned to my account in 48hrs and my request for thee interest to be paid was denied as she did not have thee autheority to do so but did not offer to even try to satisfy my request.

To date thee funds have not been returned and I have little faithe theat theey will be in my account by thee time I post theis letter of complaint.

On reporting that my cellphone has been damaged due to unforseen circumstances i was given the news that my blackberry that i have insured for R3400 does not mean that i can replace it with a phone of that same value and that i have to claim for only R1800 which is absolutely apauling and this was said to me by a superviser by the name of Mr. Trevon naaidoo.

can someone please tell m, e why this is so and why i was asked for how much i want to insure the phone for and therefore pay more excess as well.

Brendon Alexander

This is the mail I sent them.. Absolutely no responce..not surprised though

To add: On Tuesday 21 June 2011 when I should have already received my vehicle I phoned and asked for all the parts replaced + invoices and a list of all parts claimed, then suddenly THEY phoned ME with an excuse telling me that I will only get my car on Friday.. Sounds to me like they had to quickly replace the parts they claimed but didn't replace either stripped it off another vehicle or bend it straight. CLASSIC INSURANCE FRAUD! but thats my feeling, view and opinion..

22-06-2011
Kavita

Informing you that I have not received my Isuzu yet. It's been 3 weeks and 3
days.

After some postponement from Pro Beat already, I would have received it last
Wednesday, it then changed to Friday. I wasn't contacted so I phoned again
on Monday. It then changed to Tuesday which turned in to Wednesday. I phoned
this morning it has now changed to this coming Friday so I'm not holding my
breath for Friday.

Pro beat never phone you back even if they say they will and even if they
give you a time or say before end of bussiness for that day and if you speak
to them you never get a clear answer.

I think George phoned me this afternoon, postponing it to Friday, he will
phone me back "TODAY" for a courtesy car. So lets see.

I have requested a courtesy car numerous times, no feedback, they will phone
me back when they get a car (see above, guess what, they don't phone back, I
asked again today, 2 weeks later)

When this claim started I specifically requested for a Panelbeater who can
give me a courtesy car which you yourself told me I had a choice in, next
thing when I got to the yard to get my etag out of the bakkie they told me
no the vehicle is already at their shop. So you chose them for me.

On Friday it would have been 4 weeks at the panel-beaters plus a week for
Outsurance to approve the claim.

5 WEEKS

You would understand that I'm nowhere near happy with Outsurance or their so
called "approved" suppliers. Of course bad service form a supplier would
reflect on you as you choose them.

I will be sending emails and posting a complaint on the internet for both
you and Pro - Beat alerting and cautioning other members of the public not
to do business with you.

So take note of this and speak to whomever you need to and let me know
exactly what is going on *and when I will be able to stop begging for lifts
to get to work and back and see if you can get me happy again.*

I also requested for every part that was replaced so I can see whether I was
taken for a ride, which it feels like at this stage. Also a list of all the
parts claimed and replaced and invoices to see when the parts was ordered.

Will you pay for a 3rd party to inspect the vehicle and make sure the parts
that was claimed was actually replaced and the work was done properly?
Otherwise I might have it done myself which will make this situation worse
if irregularities is found.

And I will pay the excess when I have established this and happy with the
work done.

Regards
Riaan Kruger

Claim number : [protected], mr luyanda moleshe
On the 19th march I was involved in an accident, I reported it to outsurance on the 22nd march. I was then referred to take the car for repairs to uiternhage by mr theo mokhine.
The distance between bisho where we are staying and uiternhages *- 3 hours drive. We then inform prastige garage that the garage is too far from bisho then it is not possible for us to bring the vehicle there. They promise to inform outsurance regarding that. Mr theo mokhine promise to look for another close garage between kwt and east london. But instead on 2011-04-05 we receive a call from the same prastige garage informing us they are waiting for the car. We have made many attempts to contact outsurance here are the references for our contact with outsurance as clients : [protected], [protected] and [protected] but no positive assistance. We are still wondering as to why we are trited in this manner, because we have people on the same insurance who their cars were referred to kwt & east london for repairs hence we are wondering why are we being referred to a very far town than others. We believe that we are not being trited fairly hence this report for request for assistance. We are still paying the insurance we are up-todate on our payments to the insurance and we are still paying even after the accident has been reported but no help on their side. The estimates of the damages I was referred to east london of which I took the car there. Our request is very simple is for outsurance to treat us like clients, referred the car to the nearest town kwt or east london. I thank you in advance for your assistance in this matter. L. Moleshe

I recently claimed for the loss of a ring CLAIM:[protected], was initially given an approved claim for half the value of my ring! After much arguing with the Manager @ Outsurance they revised the claim to the full amount! Further ot this I was advised that I had 2 choose one of their service providers i.e. Hyper Jewellers, a budget jeweller and Arthur Kaplan, a very expensive, overpriced jeweller! I requested to be paid out as I was unable to find a replacement equivalent to my loss. I was informed that Outsurance reserved the right to choose how to settle a claim and I had no option but to use one of their service providers as they do not settle in cash! This has left me disadvantaged as a consumer as I am unable to shop around for an item with equivalent gold and spec of diamonds that I had. I would have to settle for a lower grade of diamonds just so that Outsurance secures a discount form the jeweller & not me! I have to pay the full retail price @ their supplier! As a consumer, the Consumer Protection Act allows me the freedom of choice and states that terms & conditions on contracts must be in plain language and in this instance I should have been notified clearly that in the event of a claim for the two specific items of jewellry on my policy, I would be restricted to use a service provider chosen by Outsurance i.e. Hyper Jewellers & Arthur Kaplan Jewellers, that I would have to pay the full retail price of the item as the discount is passed onto Outsurance and that I would not be paid out in cash! If I was aware of these terms & conditions, I would not have used Outsurance. My policy only has three items on it, so I should have been informed of the hidden terms and conditions for claims on my insured jewellry! I was told to approach the Ombudsman, which I have done. I am extremely disappointed with Outsurance as I thought they were the best choice for short term insurance! I asked to be paid out so that I could choose my jeweller and obtain an item equivalent to the value of my loss or I asked for them to pay out to my choice of jeweller. Can u assist me in this matter?

Dear Anine,

I was proudly with outsurance since 2 years now.
They broke into my car (with minimum damage) on the 25/03/2011and stole my car radio (which is insured), the door paint was scratched and went a bit off.
I immediately went to the police to open a case in order for me to claim replacement with Outsurance.

I spoke to Sonja who has no manner at all and was rude. She told me she will ask her manager if outsurance can accept the claim as there is only minimum damage on my car!
She said she will call me back and hanged up on me.

I then called back and ask to speak to another consultant so, I so I spoke to Nkadimeng Mofokeng who was nice, and opened a claim file for me with my case number.
Nkadimeng told me she will ask for a quote and will inform me the following Monday as to where I can go to have my radio replaced.
So on Monday, she did come back to me and ask me to choose either in Southern Suburb in Cape Town or rather in the CBD.
So I choose CBD as it is closer to my work!

When I went and replace my radio, with the manager we have choosen together a radio of the value of R1600.
Then 5mn before they installed the radio, the manager received a fax from outsurance ordering that only a radio of the value of R1150 should be fitted in my car.
Which indicated that the excess of R520 would be paid by me directly to autosonic and outsurance will only pay R630.
It is stated on my policy OT14261698, that my radio is insured for R1600 and I have to pay an excess of R520.
So basically, outsurance pays R1080 and I pay R520 in case anything happens.

I spoke to Thathelo the branch manager for 30mn over the phone (I spend R110 airtime) and he did not want to listen to anything I had to say and could not solve the problem.
He even told me that he will not change the policy for me. Well, I did not want him to change the policy for me.
All I want is that he follows the policy he gave me which basically says: I have ensured my car radio for a value of R1600 and if anything happens I get a radio that cost R1600!
Not less and not more! However, that did not happen and I am very sad and I am planning to leave outsurance and tell everyone I know and all website I know about my experience.

My claim number is [protected] and I want to be refunded what I have overpaid yesterday and refund my phone expense in talking to Thathelo who was supposed to be the manger, sorting out problem which got totally out of his hand!

I look forward to a prompt and favourable response from you

Regards

My car was in an accident in August 2010. I put in claim with Outsurance and this is where the trouble started. The car was assessed and took away to the panelbeater (please note that the assessor and panelbeater is the same person- can you imagine). After 3 weeks my car was still not fixed. I then insist on getting my car back ASAP as i needed it. Please see photos attatched. Real disgusting work. The bonnet is full of scratched marks as they repaired the NEW! bonnet (according to the panelbeaters [S&Z Panelbeaters in George] all new parts that they received are full of dents wich they then first have to repair). The bonnet latch has not even been replaced/repaired noyt even sprayed. They never repaired the part below the front bumper because (as per panelbeater) they did not quote on that. They however resprayed it with paint drops hagging off. Inside the bonnet the paint made running marks. The piece in front of the radiator was bent sort of back in place, not 100%, but never sprayed and still full of damaged marks from the tools. they even scratched the right front door, that was not damaged in the accident. The panelbeater then told me that I should bring the car back so they can fix what they just messed up. I refused because if they could not do proper work in the first place, why bother to try and correct. I should however also mention that when i visited them while working on my car, that they do not have a proper workshop and do most of the work at the back of the building, where there is not even cement. Working on oildrums. This is the type of service providers that Outsurance is using. I then start complaining to Outsurance. send emails with all the photos, phone them a couple of times insisted to speak to a manager. this carried on till I once spoke to a manager called Joël. He then told me to go to another panelbeater who should quote them to repair the mess of S&Z Panelbeaters. This panelbeater quoted to do everything from scratched as it is a total messup. O yes, S&Z Panelbeaters even quoted to replace all lights, but 2 were not. I phoned Outsurance afterwards to hear if they received the quote from the second panelbeater. Apparantly the quote was sent to the manager Joël. I have never had a call or any conversation from Outsurance. It is now 8 months later. Time and space does not allow me to tell you the rest of my bad experience.

I also need to warn people about the high premiums from Outsurance as I got a quote from SANTAM wich is half that of Outsurance. (IS THIS WHERE YOUR OUBONUS IS COMING FROM) Charging you double and give you some of this back. I phoned Outsurance today again and requested a quote on another vehicle and again, double that of another company.