OUTsurance Anmeldelser 

I received written confirmation that my policy was cancelled, yet the company still deducted funds from my account. They admitted it was their error but insisted I must wait six days for a refund, which has caused unnecessary financial strain. This level of service is unacceptable, and I will never use them again.

Rest assured that if you were to ever leave South Africa and your new insurance company needs any form of correspondence with Outsurance to validate your past profile, you are on your own. They do not care, I was told by a lady named Chenai Bhene (supposedly a very high ranking manager), that there was nothing exceptional about me as millions of people are leaving the country. I have not been able to get insurance in the country that I relocated to because Outsurance simply won't respond to all of their emails confirming if I was indeed their client. I was with Outsurance for a whole 5 years

I've been calling many times to cancel with outsurance. Every time I'm given this long statements forcing me to stay. Then I'm told to go talk to the bank about it.
All I want is to cancel the policy as it's too expensive for my budget.

OUTsurance Negligence in Authorising Engine Rebuild

On 14 March 2025, I lodged a claim with OUTsurance (Claim Number: 403323575), clearly stating that my vehicle appeared to be mixing oil and water. OUTsurance instructed me to take the vehicle to any RMI-approved workshop for diagnosis.

On 17 March 2025, I took the car to B Mobile Mechanic. They diagnosed the vehicle and recommended a coolant flush. I also asked them to replace the serpentine belt tensioner, which is routine maintenance. During this maintenance, the engine seized.

B Mobile admitted responsibility for the damage and lodged a claim with their insurer — which also happens to be OUTsurance. OUTsurance sent an assessor to inspect the damage.

Here’s where the problem lies: despite clear signs that B Mobile did not have the capacity to carry out a competent engine rebuild, OUTsurance approved and paid for them to do exactly that. The correct, permanent solution would have been to replace the engine or settle the vehicle finance with the bank.

After the rebuild, the vehicle travelled less than 350 km before the engine started knocking again — proving the repair was ineffective. This outcome was entirely foreseeable if the assessor had exercised proper skill, care, and judgement.

In my view, this amounts to negligence by both OUTsurance and their appointed assessor. Their decision has caused me ongoing financial loss, inconvenience, and the continued use of a defective vehicle.

I am now demanding that OUTsurance:

Accept full responsibility for authorising the rebuild; and

Provide a permanent remedy — either replace the engine to OEM standard or settle the car with the bank in full.

If OUTsurance fails to resolve this matter promptly, I will pursue further action through legal channels and relevant regulatory bodies.

I have had my home owners insurance for less than six months with Outsurance. My geyser decided to burst. Outsurance team, your professionalism and promptness thoughout the process is much appreciated. I felt like I was in a ship cruise. I will forever remember the experience.

Condescending, pushy and arrogant.
My partner has had the pet cover for her dogs for who-knows-how-long, and suddenly the third-party liability has been taken away, yet the premium has been increased.

She’s now decided to move over to another provider, and decided to call Outsurance to cancel. First she was told that “no, she obviously misunderstood or it wasn’t explained correctly”, she then kept saying they must please just cancel the policy. The lady then gets her manager to try and explain this to her.

This manager then continues to be condescending, disrespectful and insensitive. Talking to her like she’s stupid, and just not accepting “no”.

No is a full sentence.
Get your people in line.

Poor customer service/communication

I have been trying for 2 weeks to obtain a tax certificate for this year.

I emailed- no response
I call- the calls are dropped ( x10 calls)
I get the standard reply repeatedly- download the app. I would simply like a tax certificate emailed to me

Dont waste your time getting quotes from these folks! They quoted me initially R2000 per month to insure, the next DAY it became R200, trying to tell me I mis -heard. When I pushed them, they eventually admitted they wanted to insure my bakkie for R30k and that they dont put value in writing! Truly crap, pushy, poor salespeople that REALLY require some proper Training! I will not be going back there again! Ive now blocked their number as they called me 12 times trying to pitch me again and again!

I wish someone had warned me.

If I could give a rating lower than one star, I would — not out of anger, but from deep heartbreak. Outsurance Pet Insurance has not only failed my family — they’ve failed a life. And I share this not to rant, but to protect other loving pet owners from enduring the same devastating experience.

Let me start by introducing Lightning. To many, he’s a dog. To me, he’s my oldest son — my companion, my protector, my heart. When you’ve had your life saved by a pet, the bond goes beyond explanation. That’s why, when Lightning entered my life, I signed him up with Medipet in 2014 — a company that showed us nothing but compassion, support, and excellence in care for years.

In 2022, Outsurance began calling. Relentlessly. They spoke of care, family, and exceptional service. And eventually, I believed them. I thought, surely a company this large would offer even better support. After two months of persuasion, I moved Lightning from Medipet to Outsurance’s Executive Plan — their highest tier — on August 29, 2022 (Lightning was also subjected to a 12 month waiting period). That date now lives in my memory not as an upgrade, but as one of the biggest mistakes I’ve made.

Fast forward to December 2023 — Lightning became seriously ill. Emergency surgery revealed a heart condition and an inoperable tumor. We began chemotherapy soon after. The treatment was costly — emotionally and financially — but Outsurance stepped up. They paid most of the initial claims and even made courtesy calls. For a moment, I believed we had made the right choice.

Then came the shift.

After over a year on Outsurance’s cover — during which all Lightning’s conditions were diagnosed — I submitted another claim. That’s when I was labeled a “high claimant.” I was warned that my premiums or excess would go up, or worse, Lightning’s policy would be revoked. I was made to feel guilty — as if claiming for my sick dog was some sort of fraud.

Here’s the cost trajectory:

Oct 2022 – Oct 2023: Premium R465.89 | Excess R550

Oct 2023 – Oct 2024: Premium R512.48 | Excess R550

Oct 2024 – Jan 2025: Premium R791.78 | Excess R850

Jan 2025 – Present: Premium R791.78 | Excess R1400

That's a 70% increase in premiums and a 155% increase in excess — all while still being within their policy terms, and after diligently paying every month.

Most recently, Lightning needed another procedure. I paid upfront, submitted my claim, and waited. On Tuesday, I was told his limit had been reached — though it clearly hadn’t. I was promised a call back. No one called.

Then, the final blow: I was informed by phone that Lightning’s policy will be cancelled at the end of July — because we claimed. Because we reached out for help — like any family would in a time of crisis. No regard for the fact that Lightning is now 11 years old and unlikely to be accepted by any new insurer. No acknowledgment that they pursued us for business. No empathy, no dignity — just a termination notice over the phone from someone who clearly wasn’t prepared for what they were delivering. To make matters worse, I was called again — this time to be informed that a pro-rated premium will still be collected.

To @Outsurance — do you truly understand what you've done? You didn’t just cancel a policy — you abandoned a life. You promised us family. You delivered bureaucracy. You convinced us to trust you, then discarded us when we needed you most. Even your final act — the cancellation — was done without care, class, or basic follow-up.

So, to sum up my experience with Outsurance, in my opinion they simply do not care. You are nothing but a wad of money to them. Their ethos should be- "Become a part of our family as long as you do not lean on us in your time of need".

To anyone considering pet insurance: please think carefully. Do your research. Look for compassion, consistency, and commitment — not just cost or a big name. In my opinion, Medipet lived up to their promise. Outsurance did not.

To any South African insurer reading this — if you're willing to take on Lightning and help us keep him safe and cared for in his golden years, please reach out.

Let this post be a voice not just for Lightning, but for every pet parent who's trusted and been failed. You deserve better. Your pet deserves better.

#PetInsurance #Outsurance #CustomerExperience #PetParents #LightningDeservesBetter #CXMatters #SouthAfrica

Thank You

Kind Regards

I have been an existing customer with Outsurance for many years, without a claim. I requested a quote for a new vehicle. This was too expensive and I found a quote for half the price. Upon cancelling my existing policy the consultant then offered me a new premium, if this cost had been quoted initially, I would have accepted. I found the consultant to be extremely pushy, he would not accept I had already taken a policy with another company. As I didn't trust Outsurance, I cancelled my debit. Luckily I did, as they tried to take the payment and cancelled my policy due to non payment. A policy which had already been cancelled telephonically and via email.

I would like to express my sincere appreciation for the outstanding service I recently received from two of your team members — Thomas and Keaton — following an unfortunate incident on 29 May 2025, when my car broke down at the Lyttelton Centre.

After placing just one call to OUTsurance, Thomas promptly assisted me and transferred me to Keaton, who continued to assist me in Afrikaans — my home language. His professionalism, empathy, and efficient handling of the situation brought me immediate relief and reassurance.

Keaton went above and beyond by not only resolving my issue swiftly but also following up with a call afterwards to make sure that I was safe and that everything was in order. This level of care and service deserves to be recognised.

I have been with OUTsurance for over 45 years and have always been satisfied with the prompt and reliable service provided. It is experiences like these that reaffirm why I have remained such a loyal client over the decades.

Please ensure that both Thomas and Keaton receive the recognition they deserve for their excellent support and for providing assistance in Afrikaans — something that made the process all the more comforting and personal for me.

Thank you once again.

Warm regards,
M.P. Stern

I asked for a quote for car insurance. I spoke to a consultant who explained everything in great detail, very polite until I said I wasn't going to take accept the quote right now because I had other quotes to receive first. he told me he failed to understand what was holding me back from accepting his quote and when I explained I had to assess my budget first and I would contact him personally if I decided to accept, he put the phone down on me. Don't bully me into buying your product because it'll never happen. Keep at it if you want to chase customers away. Your price very well may be the best but if you're so sure of yourself you would let the customer decide in their own time.

My car got water damage and the people I’ve dealt with so far (Kubendran) has only provided excellent service to date. I called a tow truck and was about to pay for it when the driver asked me if I have insurance. It took them 5min to approve the towing cost. They also organised me a rental car with unlimited mileage for 14 days. Today I realized Monday would be 14 days so when I called to extend it they already extended my rental. Amazing service. (Note fact that my car is taking so long to be assessed is because the dealer doesn’t have the capacity to look at it) I will never use another insurance company again.

I was in a accident they gave the retail value than they changed the retail value later on by 10k. Not only are they dishonest they steal as well. I will never use them again.

The absolute worst insurance company I have ever had the misfortune to deal with. Client service truly pathetic. My car that should have been repaired within 10 working days is after more than a month still not ready for collection. I am told another 10 to 15 working days. In the mean time I had to return the rental and now have to uber from Pretoria to Boksburg, Vanderbijlpark, Roodepoort, Randburg, Witbank for court appearances. Absolutely disgraceful. And despite promises and undertakings to call or contact you (the customer) they do not.

Burst Pipe.

It took exactly a WEEK to replace the burst pipe. NOW i need to sit with shitty work. Outsurance INFORMED me they do not pay for mix and matched BUT i MUST ACCEPT mix and matched tiles!!!!!!!!!!!!!!!!!!! Very unhappy. I am paying OVER R2500 A MONTH and EXCESS OF R4490 NEVER SKIPPED but they are ONLY willing to pay for ONE ROW tiles, never mind that the tiles are not available anymore they are going to mix and matched. I AM OVER OUTSURANCE and will definitely start looking for other insurance for my HOME AND CAR.

WHY MUST I call a claims manager after I was promised one will call me ON FACEBOOK!!!!!

I tried to contact them since I am abroad for a couple of months and they never pick up the phone. they have don't have anything else than Ireland and you cant call them when you are abroad.

I submitted a claim last week Wednesday 26 March they promised to finalise the claim this week Wednesday and the funeral is tomorrow still no feedback no messages nothing

I im busy to recover a claim as a third party from ***surance. They not giving any tagible assistance to my claim, they dont have a heart and they not willing to assist the way they sign you up its quick come to claim against their client its pathetic. I have been waiting now its almost 70 days (10 Feb 2025) I would not recommend them not at all

My mother inlaw submitted her claim this past week for her sister inlaw that passed away. Outsurance giving them a run around this whole week. Funeral is today, and her husband and herself is responsible to make it a blessed day.
So Outsurance decided this week not to pay out, claiming that she missed payments, and they are unable to payout, they claim she missed 4 payments. They then changed their story, after back and forth, that they will pay 50%of the total claim.
When asked that they show her, which months she missed, they cannot show, as she said she will produce a bank statement to show that she never missed a payment.
Now something doesnt add up. Should you miss one payment, you get notified...secondpayment missed you get notified and/or your cover lapses...
So why do Outsurance want to payout half, if she missed payments?

They dont want us to help her speak to them, as we are more educated concerning this...
Worst is...for years she has this cover, paying with her pension so she can give her sister inlaw who was ill a dignified berial...

OUTSURANCE IS THIEFS