Rotten service at Outsurance
I recently received such horrible service at Outsurance. It's nothing like their adverts where you always get something out. In this case all I got was sleepless nights, empty promises, endless grief and finally they rejected my claim after looking for loopholes for 3 weeks not to pay. It's outrageous, appalling and unacceptable and my claim was treated with zero urgency.

On the 16th of December 2021 our living room ceiling fell down and our gate motor stopped working after the storm. Some of our room ceilings were leaking too. We phoned Outsurance and logged a claim and they said they would send an assessor. They said lots of people's ceilings had collapsed due to the storm and we would have to wait our turn. The whole weekend went by and no sign of the assessor. On Monday the assessor finally phoned and said he had Covid. We waited a few more days and they finally sent another contracting company to do the assessment. When the assessor was done he promised to motivate and get Outsurance to speed things up so that they could start fixing everything. After numerous phone calls to Outsurance every day we were told that they had a huge backlog of claims and we had to wait. Christmas came and went and nothing. 

Then our new assessor Sydney told us that they had to send another company to do a second assessment as they were not happy with the first. We agreed and the second company did the assessment. He also agreed to speed things up because it had been two weeks and our living conditions were becoming unbearable. We're in a pandemic and my brother couldn't even go out and find a job until everything is fixed. 


New year came and went and still nothing. We requested several times that Outsurance send help@out to at least clear the fallen ceiling boards that were still hanging and preventing us from getting to the door. No one came. 

Eventually after 3 weeks of phone calls and escalations and waiting for reports from the service providers office that was or wasn't sent, Sydney told us our claim is rejected as both contract companies had told them not to pay the claim as the people who had done our ceiling had done a bad job! Normally the person sent out to assess would tell us straight up if the insurance would not cover. Why would both these guys come in and tell us that they would fix everything once the insurance approves the claim and then go back and tell the insurance not to pay? It doesn't make sense. 

Does Outsurance want us as clients to become builders now before they insure us? Lots of people's ceilings collapsed due to the storm regardless of how well the job was done. That's how bad the storm was. If their ceilings were done right it would not have collapsed at all. So why the double standards? Their contractors fixed my geyser previously and broke my bathroom extractor fan. My bathroom ceiling and my tiles are gone black but as usual Outsurance doesn't care to fix it. They keep hiring these shoddy workers. I have to manually open and close my security gate. What a nuisance and a safety risk! This is really poor service. 

I'm very angry and disappointed. My friends and family are horrified at the treatment I received and any prospective clients that were considering going with Outsurance are now moving over to Discovery. 

No one wants an insurance company that deserts you when you need them the most and need to claim. Outsurance please get your act together and go back to giving us the wonderful service we've had in the past. You are better than this.