Outsurance
Dismay at management, where's the human element?

I don't expect call center staff to be able to address the nuances of my claim, but I find it distressing that not even management, as represented by Mr. Gerrit van Heerden, are able to resolve the matter.

Attempts to explain the contingencies of my claim have been met with nothing but canned responses, misunderstanding, impatience and premature rejection of the claim. Additionally:

1) Outsurance is unable to deal with claims or queries that require them to think beyond scripted response sheets.

2) Outsurance does not like new customers. This was made clear by Gerrit when he stated, employing both sarcasm and insinuation, that as I'm the holder of a relatively 'fresh' policy, with 'all of two premiums paid', there's little interest in working with me to resolve my claim, especially given that the specifics of my contents cover 'seem odd'.

3) Outsurance seems to feel that the consequences of any ambiguity in their policy sign up process, or in the policy documents themselves, are to be borne entirely by the policy holder. CRM, anyone?

I look forward to an amicable resolution of my claim. I'm sure Outsurance is capable of this if Gerrit and co. really put their heads together.

Company: Outsurance
Country: South Africa
City: Observatory, Cape Town

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