OUTsurance Reviews 

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

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