Rock bottom service, shocking price increases, sharing my confidential information.
Absolutely disgusted with Outsurance. My mom and I are both insured by them. Two days ago, I got an email, addressed to my mom, regarding a rerate notification. My mom's email address had been changed. They accused my mom of changing the email address when I phoned to complain about receiving confidential information in my inbox. They refused to accept responsibility, and neither did they attempt to check why it had been changed. NOTE, at this time they have been informed, firstly by me, that they are using the wrong address and should have immediately flagged the email address as wrong to avoid sharing confidential information a second time (surely a responsible company would have done that, surely). How is that POPI Act and its legislative requirements?

When they called my mom directly after my call, she vented her disgust with the 26% premium increase, which is unacceptable for a pensioner in this economic climate. She also asked them why they were sending her rerate email to me. They had now been informed for a second time by the owner of the premium, that the email address was wrong and that it had not been changed by her. Could have sworn I heard them they blame me on the speaker phone, but anything is possible with them. As the general attitude infuriated my mom, she angrily cancelled. No problem maam and they happily went ahead with this, with no attempt to negotiate a better rate nor apologise for the inconvenience.

Wow, this is not the Outsurance I know after being a member for 20 years. What happened to the service which had deteriorated to rock bottom levels? I am reminded ad nauseam, of the endless adverts bragging about their pricing, and how people “have saved”. If anyone believes these adverts, they should think again.

Low and behold they then sent my mother a cancellation letter later that day, informing her that her cover would end at the end of the month. Oh hang on, didn’t they get informed, TWICE, that the email address they have been incorrectly using was wrong? NOPE, no responsibility or compliance to POPI, they had again shared my confidential information to a third party, ME.

My mom is currently obtaining competitive quotes from reputable insurers. After yesterday’s fiasco I am doing the same. Service, what is that, pricing shocking, data compliance to POPI, hmmm?