OUTsurance Reviews 

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

I asked for a quote for car insurance. I spoke to a consultant who explained everything in great detail, very polite until I said I wasn't going to take accept the quote right now because I had other quotes to receive first. he told me he failed to understand what was holding me back from accepting his quote and when I explained I had to assess my budget first and I would contact him personally if I decided to accept, he put the phone down on me. Don't bully me into buying your product because it'll never happen. Keep at it if you want to chase customers away. Your price very well may be the best but if you're so sure of yourself you would let the customer decide in their own time.

My car got water damage and the people I’ve dealt with so far (Kubendran) has only provided excellent service to date. I called a tow truck and was about to pay for it when the driver asked me if I have insurance. It took them 5min to approve the towing cost. They also organised me a rental car with unlimited mileage for 14 days. Today I realized Monday would be 14 days so when I called to extend it they already extended my rental. Amazing service. (Note fact that my car is taking so long to be assessed is because the dealer doesn’t have the capacity to look at it) I will never use another insurance company again.

I was in a accident they gave the retail value than they changed the retail value later on by 10k. Not only are they dishonest they steal as well. I will never use them again.

The absolute worst insurance company I have ever had the misfortune to deal with. Client service truly pathetic. My car that should have been repaired within 10 working days is after more than a month still not ready for collection. I am told another 10 to 15 working days. In the mean time I had to return the rental and now have to uber from Pretoria to Boksburg, Vanderbijlpark, Roodepoort, Randburg, Witbank for court appearances. Absolutely disgraceful. And despite promises and undertakings to call or contact you (the customer) they do not.

Burst Pipe.

It took exactly a WEEK to replace the burst pipe. NOW i need to sit with shitty work. Outsurance INFORMED me they do not pay for mix and matched BUT i MUST ACCEPT mix and matched tiles!!!!!!!!!!!!!!!!!!! Very unhappy. I am paying OVER R2500 A MONTH and EXCESS OF R4490 NEVER SKIPPED but they are ONLY willing to pay for ONE ROW tiles, never mind that the tiles are not available anymore they are going to mix and matched. I AM OVER OUTSURANCE and will definitely start looking for other insurance for my HOME AND CAR.

WHY MUST I call a claims manager after I was promised one will call me ON FACEBOOK!!!!!

I tried to contact them since I am abroad for a couple of months and they never pick up the phone. they have don't have anything else than Ireland and you cant call them when you are abroad.

I submitted a claim last week Wednesday 26 March they promised to finalise the claim this week Wednesday and the funeral is tomorrow still no feedback no messages nothing

I im busy to recover a claim as a third party from ***surance. They not giving any tagible assistance to my claim, they dont have a heart and they not willing to assist the way they sign you up its quick come to claim against their client its pathetic. I have been waiting now its almost 70 days (10 Feb 2025) I would not recommend them not at all

My mother inlaw submitted her claim this past week for her sister inlaw that passed away. Outsurance giving them a run around this whole week. Funeral is today, and her husband and herself is responsible to make it a blessed day.
So Outsurance decided this week not to pay out, claiming that she missed payments, and they are unable to payout, they claim she missed 4 payments. They then changed their story, after back and forth, that they will pay 50%of the total claim.
When asked that they show her, which months she missed, they cannot show, as she said she will produce a bank statement to show that she never missed a payment.
Now something doesnt add up. Should you miss one payment, you get notified...secondpayment missed you get notified and/or your cover lapses...
So why do Outsurance want to payout half, if she missed payments?

They dont want us to help her speak to them, as we are more educated concerning this...
Worst is...for years she has this cover, paying with her pension so she can give her sister inlaw who was ill a dignified berial...

OUTSURANCE IS THIEFS

Initially good. My premiums were in advance, I cancelled over 2 months ago, they have continued to debit my bank account, to date over R1000. Despite 3 emails plus a formal letter of complaint, I have had no response. I guess the next step is the Ombudsman, what a pity to ruin what was initially good service. However Outsurance clearly don't appear to care about poor reviews.

About a decade ago, Outsurance fired me as a car insurance client saying I was a serial claimer. 1. Someone hit me and admitted guilt. 2. My car was broken into.

So I left. Ten years later,.looking for a new quote on home content insurance, I thought let's give them another chance. I was.declined!

Is this even legal ? As an honest human who has never and would never commit insurance fraud, to me, this is unethical and not acceptable!

Im posting on behalf of my cousin who is struggling with outsurance

I tried to log in with ID number: 8304035220084. I have been trying to pay my outsurance funeral cover which i have been paying for a few months.I called twice today and the agents decide my verification is not up to standard.I want to cancel this funeral cover because if I am already having so much trouble with outsurance now I do not want my relatives to sit in the same boat when its time to claim.I want my premiums back so that I can go open a funeral cover at Standard bank.I stay on a farm and I cannot go up and down to go answer the exact same questions in a shoprite or checkers.And I have been in both shops to find out why I couldn't pay.I want my premiums.You are buying time so my policy can lapse and keep my premiums while i could be having an active policy at the bank that dont mess me around.If this isn't sorted out by outsurance I'm taking this to the ombudsman.Im tired now and you wasted months of my time with this policy

Wasted 20 minutes completing forms then get a can not give a quote reply nothing else no reason rubbish

I called in this morning to review my premium because they sent me an email that the premium was increasing as from January 2025.
I spoke with Ntokozo Mkhize this morning and he was able to reduce the premium for me.
I got on a call with another insurance company and called back to advise I want to cancel , I then spoke with Sabelo and he assisted me very well!! He managed to reduce the premium as from the 1st December already and managed to retain me as a satisfied customer.
Thank You to both Ntokozo and Sabelo.

Good Day
My wife had a little bumper bashing were a lady in a bump her from behind and damaged her car.

1)It took 3 weeks for OutSurance to give her a date to take a car to Glass Fit in Roodepoort for an assessment for the damages on her car.

2)We were told to be there at 8.00 in the morning which we were there on time for the assessment to be done.

3)At 8.15 still nobody arrived to do the assessment on my wife car which i think it bad service and no customer care.

4)Its costed my wife a extra R2500 to get to work an bad an it money we don't have to waste cause her car is getting fix.

5)My wife car is driveable but has one is aware you not sure what other damages being caused but driving it.

6)So please if you guys could please help in any way i will be very happy thanks an hope to hear from you guys

My number is 079 699 0914
My name Michael Parker

Disgusting and appalling behaviour from Outsurance.Their client was speeding because he didn’t want to miss a flight and turned right at a robot operated intersection without taking note of my car which was already in the intersection going straight.There was only one independent witness who was behind their negligent driver and he gave his details to the police.I made a third party claim against their client and they rejected it saying they will only take the information given by the people in their client’s car and won’t consider the independent witness who saw everything.

My family and I almost died and this is how we are treated.The irony in all of this is they asked me to provide an independent witness and my witness provided them with proof that he was there when it happened but still doesn’t matter.

To anyone thinking of making a third party claim,DON’T,your time will be wasted they will not pay out instead file a lawsuit against their client.

To anyone considering insuring with this company DON’T,if you get in an accident the other party will sue you and Outsurance won’t be there. Claim number 381443361

Feedback:they called me again to just waste my time and not offering to look into the claim again.How can you consider your client’s family as the only credible witness.Why did you waste my time asking me to send documents when you knew all along you were going to used things given by your client.

I will see your client in court soon and I will get my money,actual fair principles will be applied there.

Terrible experience with OUTsurance where “You always get something out”.
All of my sons sporting kit, gym kit and school bag with his laptop got stolen out of my Ford Ranger with fully comprehensive insurance. After we tried to claim we were told we had to have extra insurance for the contents. When we bought the vehicle OUTsurance was recommended by the dealership and we went for fully comp and had no idea we needed anything else. It seems like so many people get caught out by this as we have discussed it in the sporting groups at school as well as other friend groups. It’s going to be very annoying at all the school rugby matches as the refs are all OUTsurance - but at least we will be able to share what happened to us.