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You know my beloved 5D got stolen out my car by people using the remote jamming trick? Story here…
Well, Outsurance didn’t even have the decency to phone me themselves to tell me they’re repudiating the claim. They got the assessor to be the messenger of that bad news.
To say I’m upset is an understatement.
Apparently because there was no forced entry is the reason they’re not paying. I locked the car for pete sake!! Even though every other person I know that’s claimed from insurance where this has happened has had it repudiated because they didn’t specify the items. Mine were specified!!
So, they’d rather pay for a R85000 claim for the camera and damage to the car, than just for the camera alone. Where it’s clear that I was watched and targetted!!
I actually don’t know what to do, I feel like telling them to get knotted and take all my insurance away from them. I pay them a fortune every month, and this is the first time I’ve ever claimed from them!!
What’s the freaking point of insuring my equipment?
And Outsurance… why are you so chicken not to phone your clients directly?
If I’d left it somewhere and claimed, it would be paid out. If I’d smashed the window and pretended, it would be paid out… but because I did the honest thing and did this properly, nothing is going to happen!! Nice one guys!
It’s not like this is a strange case either, there are thousands of cases of this happening at the moment, and the insurance companies are getting off scott free!!
As for Outsurance… I’m clearly not worth enough to even get a phone call from them directly. That’s shoddy customer service! Seriously shoddy!
** Update 1 – the claims manager is apparently going to chat to me about it in the morning….
**Update 2 – I’ve checked Outsurance’s Facebook wall, and this is what they say: We have discussed the issue of theft via remote blocking at the highest levels of our company and our stance on not covering this type of theft will not change. From our discussion of yesterday, this a type of theft that can be prevented by our clients by ensuring their vehicle is properly locked. I understand and appreciate your concern regarding this issue, it highlights the crime and is informative to people who might not be aware that the crime can be prevented.
Nice hey? So, if you’re a victim like me… this is what you can expect… so much for Fully Comprehensive cover!!
*** Update 3 (10 feb 2012) got a call from Gerhardt the Claims Manager, who clearly hadn’t read any of my blog posts… but anyhoo… they’re not going to review it the case. According to him no insurance company pays these claims… really? That’s not what my network online is saying. Guess they’ve lost me as a client. My big issue now is that they completely wasted my time… if they knew they weren’t going to pay on Monday, why make me go through the affidavit and the waiting for an assessor bit… I feel like charging them for the hours I’ve wasted on this!! Such SHODDY customer service! He said that they don’t like prejudicing clients… seriously… really? Surely the affidavit they received on Tuesday was enough then. Outsurance’s processes are NOT client-centric AT ALL!! Not that they care, it’s clear from the conversation that they don’t actually care whether I move my business elsewhere or not. I’m not important to them at all.
wow. That is RIDICULOUS !! Can’t believe that !! Sorry to hear
If I was you, I would take it straight to the insurance ombudsman. It was a specified item. If insurance companies aren’t going to pay for this new form of targeted theft, they going to be smiling all the way….
Take this to the ombudsman (011 726 8900), and change insurance companies. I’ve been screwed over 2ce by these non broker driven insurance companies and will rather spend that little bit extra every month on brokers fees than change back to them. I’ll be happy to recommend 2 santam underwritten brokers that have been nothing but awesome, upfront with claims.
I think it is pathetic how insurance companies take us for a ride!! The fact that someone took YOUR camera out YOUR car is clear enough to me. It is such bullsh#t about the “no forced entry” and so on! If that is the case, the next time I walk passed a house with an open door I am going to go inside and help myself to a drink! The cops surely can’t arrest me because there was no forced entry and it was negligent of the owner??! Nonsense..
I feel there should be a law against these guys! The fact they look for ways to get out of paying us (after months or years of taking our money willingly) is pathetic! I feel rather set up a savings account and put your insurance money there every month because obviously they have no problem cheating their clients! Ps. if it were me and if it ever happens I will break my window.
Interestingly enough, OUTsurance sent an email explaining this tactic of blocking the signal to their clients on 9 December. So they openly acknowledge the problem, but don’t provide cover at all.
What is the point in paying insurance if they won’t pay you out! Argh – this is so ridiculous!! They just take take take your money, but as soon as something goes wrong they wont pay you out. Empty promises Outsurance!
Oh great. Sorry Jeanette.
I’m with outsurance too and I am now very worried.
Will make a point to smash my own window if this ever happens to me.
You have to be very careful with the small print in insurance contracts. No payment where there is no evidence of forced entry is a standard part of almost every insurance company’s T&Cs. The other thing you have to be careful about Jenty is the fact that you generate income with your camera. I have had personal experience with this one where a claim was repudiated as the camera equipment was covered as part of my householder’s insurance and I was being paid to take photos with it, even though I wasn’t on a job when it was stolen.
Paul, I have proper photography business insurance for that reason exactly… still didn’t help!!
Ouch, no wonder you said you pay them a fortune each month.
Oh Jenty, and I know this must be a huge knock for you! Heavens , most certainly I will not go to Outsurance. And to think Santam payed out when the diamond fell out of my engagement ring – no questions asked.
Yep, that’s the reason I left Outsurance and will never do business with them again. They just don’t communicate on anything, even when they decide to raise your premiums they don’t tell you.
Plus they sell your email address to spammers…! Evil.
That’s not good news
I’m so mad and upset for you Jeanette!
I remember trying to claim for my camera when I thought it had been stolen and they gave me such a tough time because I didn’t have the custom documents for it because Donovan bought it in Dubai even though I had specified it. Luckily I found it under my desk at the office and when I called them back to let them know I asked them if it was even worth having it specified as I didn’t have the custom documentation. They said all I needed was proof that I did own the camera and a photo of it would have sufficed. So why did they tell me otherwise when I was trying to claim? Insurance companies will do anything possible not to payout. It’s shocking
This is not on … like people said before, appeal and if that does not work then go to the Ombudsman. I know of some people whose claims were initially rejected and when the appealed it got paid. I think they just reject to see what happen and they probably also know more than 50% would just accept the rejection.
Marius
Same happen to me when they stole my laptop throug the window @ my house there were no force entry signs and they say sorry , but they don’t mind taking your money every month
[...] Story here… Well, Outsurance didn't even have the decency to phone. The rest is here: So Outsurance are not going to pay… | Jeanette Verster … Posted in General Insurance | Tags: beloved, decency, even-have, have-the-decency, [...]
Uuuurgh, That sucks. no wonder dome retail outlets won’t deal with them. Now we know why!
Make a noise, a VERY BIG noise. Hope it all comes right for you.
Yeah…what everyone else has said…appeal, ombudsman, change insurers and best of all A SOCIAL MEDIA SMEAR CAMPAIGN! Sorry you’re going through this Jeanette
. My question to them would be, so how *can* you get cover for the specific circumstance that happened, especially if this is the way crime is operating in SA these days. I’d be really interested in what they have to say about that.
Was your camera not insured under ‘all risks’ ? If they were – then outsurance have no choice but to pay out. Douchebags for not calling you themselves!!! Blerrie hell.
they are bastards, their assessing company (sisa or something like that) are bullying bastards, i wanna move but the premiums and call centre is just too good
Hi Jeanette
Sorry to hear about your loss, I hope somehow it gets sorted out quickly!
My family works in the insurance industry, so I am fortunate to know the ins and outs and have them handle things that I don’t always understand. The fact that Outsurance won’t pay out is standard with each insurer. There have to be a sign of forced entry, it sucks but does stand in the fine print.
Once your ordeal have been sorted out you can email me to give you the details of a family member that handles my and other professional photographers insurance. I am on a ‘pro’ option with all items specified and quicker service when a claim comes through. I haven’t been and won’t ever be on Outsurance, cheaper aren’t always better!
Good luck.
Hi Jeanette
Bronwyn asked me to try and help you out. I am a partner in a Broking Firm. All I have to say to the public is stay away from “direct insurers”. I will get your number from Bron and give you a call, and lets see what we can do. My number is also 082 561 8417
So you didn’t lock your car, stuff was taken from it and you want insurance to pay? Mmmm….
If you read the blog post, you would see that I locked my car…
nice try
They actually encourage you to be dishonest by faking forced entry! So – the consumer suffers again! PATHETIC!
Hi Jeanette
Thank you for taking the time to chat to me this morning.
As mentioned, our philosophy, under our photographer product and all our other products, is to find reasons to pay claims. It comes down to intent. Intent to secure, foiled by criminals, would not mean rejection.
Our philosophy is evidenced by zero claims complaints and zero ombudsman cases since we launched in 2007.
Oh gosh, I’ve been out of touch on your blog but my blood is boiling. The secret company I work for also technically doesn’t pay but we’ve entertained lots of ex-gratia payments because we know you’re going to have no sign of forced entry. If there’s one thing that sends me totally over the edge it’s standard, templatey speak when dealing with customers. I LOSE IT!
But more than that, I am heartbroken for you – your beautiful camera. Were there pics on there? Actually let me go read all your blog posts on this.
Same happened to me with outsurance….After paying them R1500/month for 2 years, my camera bag with all Pro kit Nikon D3 and Pro lenses to value of R180000.00 got stolen out of my car by smashing the window.
Because I drive a double cab with out a boot that locks they wouldnt pay even 1cent. If I forgot it on my roof or left it next to may car and drove off they would have paid….but because I locked it im my car, they dont….With Outsurance you never get anything out !!!
Eish, Sorry for the loss Jeanette.
But, remote jammers only prevent you from locking your car, they do not magically unlock your car after it was locked. No device exist’s that can open cars without the original remotes on any car.
Your car was never locked in the first place.
Unfortunately, No insurance company will cover you for this. It’s a lesson learn’t the hard way. check your doors by there handles, I’ve made it a habit especially at shopping centers.
Ombudsman’s won’t be able to help either, No matter what insurance company you were with at the time, you would have had the same problem with any of them.