OUTsurance Arvostelua 

I have nothing but good things to say about OUTsurance. I’ve been a customer for more than 15 years and have my vehicle, household, building, and pet insurance with them.
The call centre is, without question, the best I’ve experienced in South Africa. The consultants are knowledgeable, cross-skilled, and always willing to go the extra mile. They regularly review my cover and premiums, and more often than not I end the call with a smile on my face—and sometimes even paying less than before.
This year I had two significant claims, and both experiences reinforced why I’ve stayed with OUTsurance for so long. The first was a vehicle accident where a taxi drove into the back of my car. The claims process was seamless, the service providers were excellent, and the claim was settled in full, apart from the excess.
The second involved an unexpected pet emergency that required surgery. Once again, the experience was outstanding. The claim was processed quickly, and the money was in my account within two days of submitting the claim, with no unnecessary questions, delays, or hassles.
Insurance is something you hope you never have to use, but when you do, that's when you discover its true value. OUTsurance has consistently delivered exceptional service, both when managing my policies and when it mattered most during claims. My recent claims experience prompted me to write this review because it is thoroughly deserved.

Do not even think of using them, gave them more than a month to make arrangements to take my vehicle in, one and a half month later it's the first I hear from them again, been a client Many years, it's over.

Please irrespective if some people say they are good, stay far far away from them.

I have been a client for 7 years and only after I had a claim was it revealed that my policy had my excess at over 6,000.00 when it should have been zero, pathetic excuses given so I have canceled my policy with Outsurance I am very disappointed with the handling of my account and said they should have been the expert to have picked up that the policy was incorrect

i have been waiting for refunds since the 1 July 2026 .at first the account number was incorrect apparently, then i had to call and follow up ,then the release button was not pressed its going for 2 days and that is the story and they keeping to it

I am extremely disappointed with the handling of my funeral claim. My loved one passed away on 27 July 2026, and I submitted my claim on 29 July 2026. It has now been a week, and I am still waiting for the claim to be finalised while my family has no money to bury our loved one. We have been given repeated delays instead of assistance. This is my third funeral claim with OUTsurance, and unfortunately, the turnaround times have consistently caused financial hardship. I warn everyone from Outsurance they will depress and frustrate you stay away Fam

When registering my claim, I felt as though I was being treated like a criminal. The consultant assisting me was extremely rude, and I am shocked at the conduct of the claims department. At the time of taking out the policy, I was not informed about the option to include accidental cover. In fact, it is unreasonable to expect clients to know that accidental cover is no longer regarded as an insurable peril.

When I explained that I could not access the portal using my ID number, the response I received was simply, “I wonder why,” with no effort made to check or assist further. My excess is equal to the cost of replacing the item, which defeats the purpose of having cover. I also have my business cover with them and I'm really nervous after this experience.

The company claims transparency when selling policies, yet their advertisements are misleading. Consumers should be cautious and ensure they read every word of the fine print before committing.

DO NOT JOIN OUTSURANCE, They won't let you go.

I emailed twice to get my policy cancelled since i sold my car.

3 phone calls later and empty promises of call backs, still they won't cancel my policy.

Reference: 154992554

Reporting them to the Ombudsman since clearly they want legal action to be taken against them.

Update:

How hard can it be to spell a clients name correctly? Shows the level of employment and whos doing your social media pages.

Pathetic, clearly no care at all.

Good morning Darren. We are very sorry to see your claims experience has been challenging! Your claim was escalated to our dispute team and a dispute manager will be in contact with you today.
Regards
The OUTsurance Team

-------------------------

Promised a call from a manager. He called once, clearly didn't know my case even though he said he did.

My car came back stripped from the mechanic lol. Mr Machimana is useless.

I've been with you for over 10 years and this is the first time I have an issue.

Why put people in places of management who can't handle it?

Useless time wasting and disgusting service. Outsurance isn't what it used to be.

Ombudsman will have to do since you choose to ghost clients and return vehicles completely stripped lol.

Do you guys not pay for the services of the assessors and mechanics?

If so, it means you've paid and accepted for this poor workmanship.

But this is an easy straight forward fix, but the human factor and lack of capable people is the issue.

Hire good people like you used to.

I have been with outsurance for almost 5 years now and have till this day not once been disappointed. The services I received is beyond excellent. Car, funeral and life insurance. Thank you!

I have been with outsurance as long as i can remember and with my last 2 claims i had the worst service imaginable. They are cutting costs it seems and the clients gets the lower end of the situation. Firstly they pay out way less than the items are worth at the cheapest and unknown service providers, then they do not even pay for the installation for these items to be professionally installed. This is left at the clients bill. Also they do not even try to listen to reason. I was a loyal customer, but unfortunately will have to look at other insurance companies for better service. When you pay your monthly instalment they do not complain but these days something happens and you need to claim they will ensure that you are worse off than before. Bad Service and Unprofessional staff.

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 Outsurance 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.