OUTsurance Anmeldelser 128

You will get excellent service from OUTsurance while receiving a quote, and they take your money on time each month - they are very good with this.

The challenge comes in when you submit a claim - then the fine print kicks in and everything possible gets done not to pay your claim - you get treated as a criminal and get interrogated about everything.

Outsurance wanted my business for a number of years.

They sell a great pitch, I'll give them that!

Finally I relented. Biggest mistake of my life. The amount of hours my staff and I had to spend on them just to get the basics covered was unreal. No one knows what is going on.

It looks months for claims to be paid out and everything the broker "sold" was inaccurate. Hence my saying 'great pitch' - NO FOLLOW THROUGH!

I've just gone back to my previous insurers and they took the monthly debit off my account - even though they sent me (eventually) a proof of cancellation which is immediate for short term insurance I was told today... by one of the managers. When will I get this debit back into my account? R 45 000.

I'm still waiting for towing fees claimed in Nov and Dec 2025.

Its really been the most tiring and frustrating experience ever...

11 days ago, I responded to a TV Ad campaign where OUTsurance stated that if they can't beat my current premium, they will pay R1500.

I did the quote, they did not beat my premium and I submitted all the required documents to claim for the R1500.

I further received email confirmation from my current insurer stating that the validation process with Outsurance was concluded on the 24th of April 2026. It is now the 4th of May and I have never received any formal feedback, except a vague reply stating that I should submit an Affidavit.

An Affidavit needs context. When I go to SAPS to do an Affidavit, what exactly should I write on it? OUTsurance has not provided any context, none whatsoever.

It is 11 days later. The hoops I should jump for a R1500 payout makes me worried about how they treat bigger vehicle incident claims.

Unfortunately I have to rate one star.
Put in a claim,I had to follow up on when the assesor would be coming out. I did not receive a call, nor message requesting a date, took me four calls and finally complaining to get the assesor out.We have had excessive rain, damage to my property, I then get told claim rejected. I ask for the Assesors Manager to call me, he does he then says we all know building inspectors don't do their job properly. How does he know it was not done properly??? He then tells me he will calculate what must be paid out and I can do what I wish with the money.
Is that the way you speak or treat a customer? When you want business, you phone 3 times a day to get business. Dont use Outsirance they are rude and when it comes to pay out, the look for technicalities and exscuses not to fix.

I recently had a highly disturbing experience with OUTsurance. I was cold-called by an agent (Umar) despite my number being registered on the National Opt-Out (DNC) Registry.

What’s worse is the predatory sales tactic used: despite me explicitly stating I was busy and had not reviewed any documentation, the agent pushed a One-Time Pin (OTP) to my phone and asked me to read it back. For those who don't know, that OTP serves as a digital signature for a Letter of Authority (LOA).

When I reported this as a scam, a General Manager (Douglas Wessels) confirmed the agent is legitimate. This makes it worse. OUTsurance is actively training staff to:

1. Ignore POPIA/DNC status to cold-call business owners.
2. Solicit OTPs over voice calls, which is the exact "Modus Operandi" of vishing scammers.
3. Push legal signatures onto clients who haven't even seen a contract.

By teaching customers that it's "normal" to give OTPs over the phone, OUTsurance is making South Africans more vulnerable to actual fraud. It is irresponsible, unethical, and a blatant breach of FSP conduct. If you get a call from them, do not give them any pins. They are willing to compromise your security just to hit a sales target.

I claimed R2,377 for a once-off accident where my dog slipped and fell. I paid R900 excess.
My premium then increased from R250 to R400.
My dog is healthy and not a higher risk. This was a minor, genuine accident claim.
Increasing premiums this aggressively after a small claim feels like bait and switch marketing. Insurance should not punish clients for using it as intended.
This is a deal breaker for me. I only deal with companies I trust, and I no longer trust OUTsurance.

YOU DONT EVEN DESERVE 1 STAR !!! STILL WAITING FOR SOMEONE SENIOR TO ADDRESS OUR ISSUE ! Staff at Outsurance who spoke to me is PATHETIC !!! AND RUDE !!! If no-one contacts me, I WILL GO TO CARTE BLANCHE , THE INSURANCE OMBUDSMAN AND SOCIAL MEDIA !!! I deserve to be given time of day and heard and be ASSISTED !!!!

Outsurance is awesome. I have been part of the outsurance family for 15 Jr's.
Always experienced quality assistance.
Recently I was involved in a MVA
I was assisted by the most amazing people since I reported my accident they reassured me all the way with empathy and professional advise.

My claim was dealt with by Jarred Ready who immediately reassured me that all will be dealt with and that I would be kept updated.
Jarred did just that and took me through the process with such calm and reassuring advise.

My claim was handled off in amazing time and they kept in contact with me.

I would never even think of changing my insurance.
I have now bought a new little car and immediately had it insured with them.

Amazing team of agents.🤗

Outsurance is the only company in South Africa, in my experience, that truly understands customer care.

No other business comes close to their level of professionalism. They get the basics right, they return calls quickly, there’s no endless waiting on hold, no being passed from one department to another, and no unnecessary ‘press 1 for this, press 2 for that’ menus.

When they call you back (in under a minute), you speak to someone who is properly trained and knows how to deal with clients. Every corporate in South Africa could learn a great deal from their approach to communication and customer service.

We have been with them for 29 years, and they have never once fallen short of their promises. Always reliable. Always consistent!

Keep up the excellent service!

I have been an OUTsurance Pet Insurance customer since 2021. In a single renewal, OUTsurance increased my total monthly premium from R980.52 to R1,837.76, an 87.4% jump overnight.

One pet’s premium was increased by an unbelievable 119.5%, while the other rose by 48%. At the same time, my excess was pushed from around R820 to R1,300 per claim.

This is despite the fact that over the last 12 months I paid roughly R14,000 in premiums and OUTsurance paid less than R6,000 in claims. There is no reasonable justification for increases of this magnitude.

The timing is no coincidence. One of my pets recently turned 11 years old. When I asked if age played a role in these massive hikes, I was told it is a “company secret”.

So the reality is simple: OUTsurance happily takes your money for years, then when your pet gets older and actually needs cover, they massively hike premiums and excesses, effectively forcing you off the policy when you cannot move insurers.

This is unethical and anti-consumer.

I have escalated this to the Ombud and hope they recognise how unfair this is.

Pet owners, be warned. Rather use another insurer that treats long-term customers fairly.

Avoid OUTsurance Pet Insurance.

I have been an OUTsurance client in good faith, but my recent experience has been deeply disappointing and unacceptable.
After querying unexplained increases in excess amounts (while my premium remained unchanged), I explicitly requested that all communication be conducted via email only due to a speech impairment that makes phone calls difficult and unreliable for me.
Despite this:
OUTsurance repeatedly ignored my written request and continued calling.
My concerns were never addressed in writing.
Instead of answering my questions, OUTsurance cancelled my policy with immediate effect, without my consent.
At 17:01 on 14 January, I received a formal cancellation notice stating that my policy was cancelled with effect from that same day. This left me uninsured immediately, forcing me to arrange alternative insurance at short notice and additional cost.
OUTsurance later admitted this was due to an internal misunderstanding between departments. I was effectively told that my loss of cover was the result of their internal process failure — yet I was expected to absorb the consequences.
To make matters worse:
The refund processed does not align with the stated cancellation date
I had to chase for explanations and corrections
Accessibility requirements were not respected
I was financially prejudiced through no fault of my own
While a regional manager eventually acknowledged the service failure and apologised, this only happened after I posted a public review.
This experience raises serious concerns around:
Treating Customers Fairly
Accessibility and accommodation of vulnerable customers
Ethical handling of cancellations
Basic communication standards
Insurance is about trust. When a company can cancel your cover without consent, ignore documented accessibility needs, and leave you uninsured due to “internal errors”, that trust is broken.
I would urge anyone considering OUTsurance to carefully review their documentation and communications and to think twice about whether this is a company you want to rely on when it matters most.

Do not insure with this company
OUTsurance Quote Promotion department refused to pay the R1500 and here is why. I want to warn others to never engage with this company for vehicle insurance:

They called my insurance company, seemingly to check my insurance history. This is their basis of rejection:

- They don't know the difference between Commencement Date and Effective Date. They will reject your claim because of it.
- I have two mobile numbers. According to OUTsurance, they can reject your claim based on this. How dare you have two mobile numbers.
- I have a personal email and work email, they will definitely reject a claim because of this
- If you're going to be away from your primary residence for longer than a month, you should not change to a temporary risk address. This is to ensure that they reject your claim.

Their promotions department was wabbling when I asked them what difference does a telephone number and email address make in Underwriting.

I further asked why did it take over a week to reply to me while their Sales Team claimed that their claim process takes 1 and half days.

I was in an accident on the 27Nov 2025
It was early evening, so I reached out the next morning
From the fist time I've reached out, I felt heard, respected and supported
I never once felt rushed nor treated like a number, but with genuine value.
This was not my first dealings with Outsurance. The instructions as to what they need was so clear and concise, so there was never a back and forth.
Their communication is on point. They approved my claim within about 2-3 hours. Not once did I have to make a follow-up on anything concerning my claim.
Every segment of the claim was rolling like a well oiled machine.
When they communicated, it was so easy because they would inform me of the status quo of the claim, advice me on what's next and they would also guide me as to how I need to execute the next step.
Personally it was a difficult time for me, but big ups to Outsurance that took that stress of me and allow me time and space to deal with my trauma.
Your professionalism and compassion did not go unnoticed.
May God grant you many more years of excellent service and may your business go from strength unto strength, while rendering this kind of service to all the people.
Thank you once again OUTSURANCE. Keep it up!!!

Went on to the Outsurance website to do an online quote for Home Insurance followed all the steps online and taken out a policy

However, I am being hounded by calls from the Outsurance call centre about life and car insurance. Im also getting cals from other companies to offer other services which ive never had before taking out this policy At least 20 to 30 calls per day! The constant harassment is overwhelming. I am now completely put off and will start the process to cancel the policy I've taken. I've even experienced a surge in robocalls
So, if you are considering getting a quote from Outsurance, please be ready for constant bombardment!

I am so grateful for Micaela that was in charge of our claim, told me initially she was going to do her best.
She listened, didn't give up on us and was professional and thorough.
Thank you Micaela

Outsurance simply has to stop misleading people with their false advertisements.

Last week I did a quotation with them and they said they will pay me R1500. I submitted all the required documents on their quote promotion link and never heard from them again.

The claim that their turn around time for ANY claim 1 and a half days, yet couldn't pay me R1500. Imagine what more if your claim is big like vehicle theft or accidents.

The public should be very careful when dealing with this insurance company. What they claim on their Ads is not necessarily true.

I read OUTsurance’s advert: “If our personal car insurance quote can’t beat your current premium (again, on a like-for-like basis) and you’ve been with the same insurer for at least three years without claiming, ask for R1500. Yes, R1500 cash!”
And I believed it!
I submitted an on-line quote request and a consultant phoned me back at 12h09 on 17 November 2025.
OUTsurance could not match the premium that I am currently paying for a Ford Focus.
The consultant [did not get her name], told me that she would email me a request for my R1500.00 cash.
I am still waiting for the email.
No doubt that there is some small print ….

Been fine for the duration of the period in which no claim was made.. But now when I want to cancel it I have radio silence.
Sent multiple emails, all appear to have gone into a black hole.
Where to from here?, I really do not wish to pay for insurance on a house I have no ownership of.

I cancelled my car and house insurance on the 4th November 2025 that I took out with Outsurance a year ago.
My email was clear that cancellation will be effective midnight 30th November. My reason for cancellation was having an increase of almost 20 % on my car premium which should be going down despite no claims and car depreciation.
The regional manager Xandro Smit from Durban called me on the 6th November at 19:05 to try and mediate and reinstate my policy. I refused point blankly because of their exorbitant increase.
I was surprised to get a rebate from Outsurance on the 14th November and out of concern reached out to my broker Brenton Rungasamy via email, wats app and telephone but to no avail.
After reaching out to client support today I was told my policy was cancelled on the 4th November and not covered.
My house, contents and vehicle was therefore not covered for almost 2 weeks. My broker did not follow my cancellation instructions and send any cancellation of contract as well.
This exposed me to huge risk of loss in the event of a claim during this period that I was not covered for.
I find this very unethical business practice and would advise clients seeking insurance to read through the mostly negative reviews on this platform before engaging with Outsurance.
The agent that helped me today reinstated my policy until the end of the month and promised she would escalate my problem at my request. I now have a savings of almost R 1 300 per month and added benefits. What you see is not always what you get.

On the 15/09/2025, a team leader / manager promised to investigate my case and get back to me within 48 hours. It is now almost 2 months later. Part of my complaint was a request for information and call recordings as per my right under the POPIA act. Therefore, outsurance might be in breach of this very law.