OUTsurance Opiniões 

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.

If you intend on never claiming, go ahead and sign up. If you actually dare to claim from the insurance you pay for, prepare for a massive increase! I have pet insurance for my 2 cats. In 2024, I claimed from the accident benefit (R3600) and my premium went up by 15%. Now, in 2025, my premium is going up by 42% because I claimed R3600 again this year. Absolutely crazy. Imagine what will happen if a big accident or illness claim is submitted.

A lady hit my car and then proceeded to lie to Outsurance (her insurer). Outsurance refuses to accept the testimony of the witness in my car because we know each other. They don't care that her story has changed from her SAPS report. They won't request the video footage from Vumacam (I'm not allowed to because of the POPI Act), because it proves their client is guilty! They're not interested in the truth - they just want to avoid payment.

My start date for insurance with Outsurance is on November but they deducted 2 different amount in my account and I called them on the 2nd of October to rectify and reverse my cash,they say it will be reversed,only to find that they only reversed small amount which is R101 they deducted and the other R3096 was not reversed.It really dissapointing to be scammed by huge insurance company.I wouldn't advice any one to join this insurance company they are not good at all

Outsurance. More than 13 years no claims and the one time we claim they do a number on us. Watch out for their affiliated companies. You might just have your vehicle returned with more damage that it had. Don't ask them for a copy of phone call recordings!!!!! Thanks Outsurance. You guys are number one! You know what I mean.

Highly unprofessional and rude. Would rather take your money or ask you on dates then give the service you ask for. They also see Quotes as an Invoice then charge you the highest amount they can

Two years ago we logged a claim for our microwave and the access on the microwave was more than the microwave actually cost. On Monday we logged a claim for our fridge, its Thursday and again the same thing where Outsurance got a quote for a fridge of R6 799 and the access on this is R5440 and they want to pay a mere R1359 out to us for a fridge which does not even cover a bar fridge. For years you pay insurance to cover yourself, but nowadays its the other way around. Sit with rotten food that cost more than the access and it took outsurance 4 days to process our claim. We will be looking out for insurance where they look after the client not where the client looks after the insurance company.

Today I was advised that the company would give me R1400 to pay towards car hire as they are not willing to extend the car hire, knowing that I do not live in a city where Uber is readily available, when I asked them to call me back, this had once again changed. My next step now is to take this to the Ombudsman and social media. My vehicle is still in for repairs. I also asked for all the call recordings to be sent to me from the date I took the insurance out and guess what... it gives an error message saying page could not be found. No surprise there...

South Africa, Brackenfell, Western Cape.

This is an overall rating of unfortunately 2 stars, because it's a general rating of a specific period dealing with OUTsurance consultants/agents over a period of 1 week, starting 1st September 2025 to 5 Sept 2025.

On the 5th of Sept 2025 I've noticed money taken off my bank account that I needed to discussed after cancellation of my policy 2-3 weeks ago, and then helping my brother starting a different policy under his name, being the owner now of the car I had for 4 months.

My brother took the car over from me, and I wanted to help him to get insurance cover, opening a new policy under his name. I've also discovered on the same day while dealing with the above that there was a mix-up with the policy number and that my policy number I've cancelled is under the same policy number my brother was having at that point.

I needed to get clarity on 2 things which resulted in me spending 5-6 hours on my cell- phone with Outsurance consultants, having had to talk with 5-6 people, explaining the same issues about my queries over and over again.

During these communications on the day some other issues came up, because now I was also contacted by other OT "junior"consultants to start a whole new policy under my brother's name right from scratch, wher I've already gone through the whole process on Wednesday the 3rd Sept '25.

If this was handled correctly by the first 2 individuals Jamie who I first spoke to on the 3rd of Sep, and Thapelo I spoke to first thing on the morning 5th Sept, there would have been more consistency in the communication, and less frustration and stress caused to me as the client.

I should have been able to talk about my specific, actual, and relevant queries with one specific, relevant person helping me throughout the whole process on the day.

I was actually only helping my brother out, because he is not very digitally advanced, and is struggling with some methods of communication regarding certain administrative aspects.

In the end I still did not get the best deal for my brother and it turned out an extremely exhausting, unsatisfactory waste of my day, by having had to deal with inconsistency of the OT team who were either "very junior", and not competent dealing with certain aspects of the job. Most of the 5-6 people seemed they've lacked the necessary skills to deal with specific processes and related unique quaries or situations.

The rest of the people I've dealt with on the 5th Sept names I've taken down, but later-on I've stopped writing their names down because there were too many people involved in the end..
- Jamie
- Thapelo
- Thabang MATLHOBOGOANA
- Gogo
- Janele
- Tommy (Afrikaans guy)
..etc..

Ps: My own experience over 4 months while I had my Insurance with Outsurance which started in May/June 2025 was great with a person named Tsholofelo (Evidence) Madega, who have made sure she has given me her contact details from the start so that there could be consistency in our communications to avoid any misunderstandings and unclear communication. I give 5 Stars only to her!

Thank you
Regards
Renskie Cornelissen