Unacceptable service
My experience with Outsurance has be appalling to say the least. I don't understand if the goal is to frustrate me. I had an incident on the 29th of Jan 2022.  It was a struggling to get road side assistance on the day. The App request for assistance apparently wasnt working as well.  I called and wasnt provided with full details the first time around. I should have know then that this is going to a long road. Eventually i got assistance towed the car as a result of the incident i had to submit for a motor warranty claim.  It took almost a week to get assistance. The motor warranty division was busy , i received reference numbers after reference number which obviously were of no help. Eventually managed to get through on the 3rd of Feb to the motor warranty and lodge the claim.  They sent the email with required documents . All required documents were sent , to get feedback on the claim was like pulling blood from a stone. I called daily to get hold of the claim advisor to understand if all documents are received , whats missing etc. He was constantly on calls with other customers when i called  and he would be given a message to call me back. I would send emails to direct to the claims advisor and the claims emails requesting for feedback and i would get no answers just autogenerated  reply that a request sent to my claim advisor to contact me.  On the the 9th of Feb i call again as this is now my daily routine, i receive same message that claim advisor is busy and will call me immediately once they done. I request to speak to the manager as i was frustrated. I was told from what they can see one document is still missing,  however this was not communicated with you . I'm told that the claims advisor will contact me and give me full details of what i need. Being proactive i sent the documents the manager told me are still  missing via email to claim advisor. I await feedback on the APP or email and also waiting for a call. This  did not happen. I got no feedback on email, APP  or a callback.  Today 10th of Feb, i call again this morning to get feedback, same story my claim advisor is on a call  which means he been on this call since yesterday morning.  I push for assistance and i get a different lady who says that there's more documents missing and actually tell me that the past two weeks battling to get assistance i should have provided the service provider with the go ahead , they only get involved after i have provided the go ahead.   I request that they send me a mail of which documents are still required.  This daily phone calls could have been avoided if i received proper and competent service.  In hope that i will receive the email with full details of what is required . I get an email saying saying a claim is valid if all validation documents are received.  i am starting to sound like a broken record. I need to understand what is still outstanding. I beginning to see this a tactics to not follow through with the claim.  I need proper service and i require full answers to make informed decisions.  Its almost 2 weeks and i haven't received proper communication. This type of service is unacceptable.