I have had personal home insurance (building) with Outsurance for 13 years. During that time I have never failed to pay my premiums and never made a substantial claim. A few years back I noticed a crack in my house and asked them to inspect. Their engineer and assessor did a very thorough job and assured me the issue was settlement only. Subsequently the cracks have got worse. I asked again for an inspection and the Outsurance assessor briefly viewed the house but declined to involve an engineer. On the basis of the report done 2 years prior they again refused a claim to repair based again on settlement. I hired an independent engineer who's report contradicted theirs and notes the building is experiencing subsidence. This was issued to Outsurance many months ago. Thereafter they have not returned my calls and emails and have done all possible to avoid resolving this issue. Meanwhile I may be living in an unstable building. I have taken the matter to the Insurance Ombudsman to try to receive fair treatment.
My lesson - Outsurance are happy to take your money as long as you don't ask them for help when you really need it. Their service has been very poor.
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