PLEASE NOTE:

MyNews24 is a user-generated section of News24.com. The stories here come from users.

 
Frank de Graaf
 
Comments: 12
Article views: 3228
 
 
Latest Badges:

 
View all Frank de Graaf's badges.
 

How Outsurance got it all wrong

07 February 2014, 12:26

The world these days is full of “Hello-Peters” – people who will use the slightest opportunity to hurl abuse at a company via its call centre agents, shop assistants, Facebook page or online forums. Unfortunately these are the clients for whom companies will bend over backwards to assist the moment they start jumping up and down, yet in reality are of low value to the company.

“Hello-Peters” will never be satisfied, and will jump at any opportunity to tell others how bad your company is – even after receiving a replacement item,  a full refund, and a gift voucher. And what’s worse than that? No one listens to them anyway. When is the last time you waded through the drivel spewed in broken English on HelloPeter.com to assist you in making a decision on a product purchase? Quite possibly never. You are either smart enough to make the decision on your own, or smart enough to source genuine, objective reviews from people who know something about the product. This could be industry specific websites, colleagues, or even friends who are dealing with the same company.

Enter me and my former insurer – Outsurance. I was what you call an “active supporter” of Outsurance. I have always admired the way the company is run – from their client service right through to the way they train, empower and give wonderful opportunities to their staff, as well as the community projects they run. But most of all I love the pointsmen. My insurance policy was small – a Citi Golf and a Laptop (everything I own), but I always referred anyone who asked about insurance, and a number of colleagues signed up on my referral.

Then came the day of the car accident – a relatively minor incident where a Telkom bakkie drove into the side of the vehicle, leaving a broken axil and thus a car that needs to be towed. Like anybody else, I phoned my insurance company to ask what to do, and how I should go about being towed. My vehicle was only insured for fire, theft and third party – which does not include towing services, but with the launch of their new app and marketing campaign, Outsurance offers roadside assistance to anybody, to demonstrate the necessity of having such a service included in your policy (a fantastic marketing campaign in my opinion).

Yet this is where an entire campaign falls apart. In the exact words of the agent: “I’m sorry Sir, we cannot assist you with towing as you are already an Outsurance client.”

“I’m sorry? Do you mean that if I was not a client of Outsurance you would have towed me for free?”

“Yes Sir”

And that ends years of support for a company – the moment you realise that they sat down in a boardroom and decided to give the middle finger to their existing clients and focus solely on acquisitions.

Outsurance – for a company with that has already accomplished so much, and the ability to do so much more, you really got it wrong this time.

Disclaimer: All articles and letters published on MyNews24 have been independently written by members of News24's community. The views of users published on News24 are therefore their own and do not necessarily represent the views of News24. News24 editors also reserve the right to edit or delete any and all comments received.

 

Read News24’s Comments Policy

24.com publishes all comments posted on articles provided that they adhere to our Comments Policy. Should you wish to report a comment for editorial review, please do so by clicking the 'Report Comment' button to the right of each comment.

Comment on this story
12 comments
Add your comment
Comment 0 characters remaining

Read more from our Users

Submitted by
Dewald Esterhuizen
Humanity a rarity

I am reading so much upon this lion being killed and I see the outrage in America and the extreme extend to which they go to persecute this dentist. Read more...

14 comments 345 views
Submitted by
Jenny Reid
Identity Crisis! What to do when ...

While these people must deal with the inconvenience of applying for new passports, there’s a far more sinister issue at play. Read more...

1 comments 110 views
Submitted by
Ann Muigai
Focus on what truly matters

“Never” is an infectious word, like a flu virus. Once you’ve caught it, everything loses its sparkle. It’s commonplace to hear people say and swear that they will never do, forget or say something. Read more...

1 comments 90 views
Submitted by
Motsamai Molefe
What is the 'struggle'?

The article by Floyd Shivhambu on the absence of Dr. Blande Nzimande in the struggle is impressive in a highly qualified sense – the narrative and argumentation flow seamlessly to prove its point.  Read more...

3 comments 194 views
Submitted by
BornAtheist
Evolution 101

The evidence that all evolution deniers and people like Ray Comfort and Ken Ham are wanting does not exist.  Read more...

75 comments 731 views
Submitted by
Melikhaya Yoko
South Africa is not free yet

The idea that we are free is a complicated one. We are free to a political extent but not economically so. Read more...

0 comments 315 views
 

services

E-mail Alerts The latest headlines in your inbox

RSS feeds News delivered really simply.

Mobile News24 on your mobile or PDA

E-mail Newsletters You choose what you want

News24 on Android Get the latest from News24 on your Android device.

SMS Alerts Get breaking news stories via SMS.

Blogs Your opinion on you, me and everyone.

TV Get us in your home, on your television.

 
Interactive Advertising Bureau
 
© 2015 24.com. All rights reserved.
There are new stories on the homepage. Click here to see them.
 
English
Afrikaans
isiZulu

Hello 

Create Profile

Creating your profile will enable you to submit photos and stories to get published on News24.


Please provide a username for your profile page:

This username must be unique, cannot be edited and will be used in the URL to your profile page across the entire 24.com network.

Settings

Location Settings

News24 allows you to edit the display of certain components based on a location. If you wish to personalise the page based on your preferences, please select a location for each component and click "Submit" in order for the changes to take affect.




Facebook Sign-In

Hi News addict,

Join the News24 Community to be involved in breaking the news.

Log in with Facebook to comment and personalise news, weather and listings.