I’ve been with OUTsurance for about 6 years. In February this year I was struck head on by another driver who was looking at his cell phone and drifted into my lane. It’s now over three months later and I am still without my vehicle.My primary complaint is that OUTsurance assigned the repairs to my vehicle to a hopelessly incompetent body shop in Cape Town. It took them nearly a month to sort parts for the body work. Then, when that was done, they belatedly informed me that there was a problem with the tensioner on the Serpentine Belt, which needed to be replaced. The body shop claimed they had one on order but six weeks later it still hadn’t arrived. So I ordered one myself from overseas and gave it to them. When I picked up the vehicle, engine lights were flashing all over the place, so I drove it right back to the shop. When they called me to pick up the vehicle again, within 30 minutes of driving, the serpentine belt came off, and it was with great difficulty that I managed to drive it back to the body shop. I subsequently insisted that OUTsurance pay to have the vehicle towed to a proper mechanic for assessment, who confirmed that the work had not been done properly, and that in any case the belt tensioner was easily obtainable. They had one the same day I took the vehicle in.Now, as I said, this is mainly a problem with the panel beater. But OUTsurance insists on choosing for you in this regard. If you look for reviews for this particular company, you will find numerous experiences just like mine, indicating a long track record of poor workmanship and incompetence. And yet OUTsurance continued to insist that I had to bring the vehicle back to them.Eventually I got so fed up that I decided to terminate my policy and move to another insurer. But the only way to do that was to speak to them on the phone. I filled out a form explaining exactly why I wanted to speak to them, but the person who called me had no idea that I was intending to cancel my policy. They then transferred me to an “financial advisor” who simply would not listen to me about my desire to cancel the policy, and tried for over 20 minutes to focus the conversation on why I wanted to cancel it, and to try to convince me not to do so. I finally got so fed up that I hung up on them and sent in a letter of complaint, threatening OUTsurance with a trip to the insurance ombudsman if they didn’t cancel my policy as requested.Needless to say, the quotation I received from my new insurer was far better than OUTsurance, with much better benefits.
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