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Svar från Outbacker Insurance

18 aug. 2022

Thank you for your review.

I've had a look and can't see that you've contacted us since making a claim so can only assume that you are referring to e-mail to CEGA (the claims handler appointed by the insurer of your policy). Per the information at https://www.outbackerinsurance.com/claim_info.php which was also provided at the point of claim they are currently extremely busy and it is taking beween 8 and 10 weeks to process a claim and you shouldn't expect to hear from them until a handler picks up you case (it is much more efficient and helps clear the backlog quicker to work through cases in order).

We are sorry to hear that you are unhappy with this and I've therefore asked CEGA to review your case on an expedited basis, please let us know if you do not hear from them within 5 working days.

Svar från Outbacker Insurance

1 aug. 2022

Thank you for your review.

I've reviewed your policy and you appear to have both attempted to make a claim and to cancel your policy.

If you wish to proceed with your claim there are currently delays and you should expect to hear from the claims team after they have reviewed your claim in around 8 weeks. We can only apologise on behalf of CEGA for the delays they are experiancing. These are due to the volume of cancellation, travel disruption and COVID claims they have received in the last several months.

If you do wish to cancel your policy then per our agent's response you will need to confirm that you no longer wish to procced with your claim.

Svar från Outbacker Insurance

15 juni 2022

Thank you for your review.

While we understand that you wish to leave us reviews on Trustpilot please note that this channel is not monitored on a daily basis and can provide limited information as it is a public forum. So we can best assist you with your claim issues please contact complaints@outbackerinsurance.com where our dedicated team can assist you.

Please note we have provided you an interim update on your earlier post requesting an update and would be happy to assist you further via our complaints team.

Svar från Outbacker Insurance

13 feb. 2022

Thank you for your review. The only communication I can find in our records with you was on the 1st November regarding an error you made with your personal details during purchase to which we responded the same day resolving your issue.

If there was a further communication direct with us please contact us again as we have nothing in our records either by email or phone other than the single contact noted above.

I’ve also checked to see if you made a claim and can see you did so on 21st November and this was declined on the 22nd December. All claims are handled by CEGA the authorised claims handlers for the underwriter of your policy. If you believe your claim was declined in error or you have a complaint in relation to the time it took to make the decline decision please contact CEGA who can assist you further. If you’ve been in touch with CEGA since and haven’t had a response then please contact us and we are happy to contact them to investigate further for you.

Svar från Outbacker Insurance

Uppdaterad 10 juni 2021

Thank you for your review. Unfortunately what you state in this review is simply untrue. We do not attempt to remove reviews and that is quite clear by the balanced reviews showing on our Trustpilot profile.

The facts of your review are thus: You left a negative review on the 23rd July 2020 directly via the Trustpilot site (rather than by the request for review we sent you), at that time you did not provide your policy number or any other personal details to allow us to verify you were a legitimate customer. We therefore sent you a request to provide either your policy number or other identification (such as your e-mail) on the 8th August 2020. You did not respond to this request so on the 13th August 2020 we escalated this issue to Trustpilot to contact you to verify that the review was legitimate, you did not respond to their request either so they removed your review a short time later.

The reason that Trustpilot require you to verify you are a legitimate customer is to ensure that reviews are a fair and honest representation of customer experiences. The reason we require you to verify you are a legitimate customer is so that we can review our records and provide an accurate response and where possible assist you further (for example I can see your original review related to a poor claims experience, once we can identify your policy we can complete an internal review with our claims handlers and contact you to assist you through the formal complaints procedure).

If you wish to leave a review then please feel free to do so ensuring you provide your policy number for verification and we will be happy to assist you further.
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Thank you for your response, I have sent you a request via Trustpilot to provide the information directly and privately to us. Once you have done so we can investigate your original complaint.
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Thank you for provided confirmation of your identity. I have had a look at our records and the only time I can see you have contacted us was on the 20th December 2019 in relation to an extension of your policy which we responded to initially within 4 hours and the total time to process the extension was around three days (including 8 messages back and forward in that time). I can't see you have contacted us other than this or in regards to a complaint around your claim. I have asked our Head of Customer Services to contact you (most likely tomorrow but within the next three working days at maximum) to obtain details of your claims complaint so she can then investigate that with the Claims Handler on your behalf.
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While you may view us responding to your claims as arguing we are simply responding to your claims (which unfortunately thus far have mostly either been inaccurate or untrue) to provide accurate information or assist where possible. To clarify:

1. We acknowledge you had a historic policy that covered between February 2017 and February 2018, we did not reference this previously as it appeared to have no relevance to your complaint, we also cannot see that you e-mailed us or phoned us from the number on record regarding this policy.
2. In recent times you have a policy that covered you from May 2019 to April 2020 which you extended to cover you additionally for May 2020 to June 2020 (the same trip). We issued you with a new certificate for the extension to your policy but it was clearly noted to you as an extension (and would otherwise have been invalid as we only offer new cover while you are still in the UK), we provide extensions in this manner to provide flexability to our clients if their area of cover or optional cover requirements change at the point of extension. We have on record only one contact from you in relation to this policy requesting the extension via e-mail and no record of any call from your number on record. We responded to that request within a couple of working hours so in fact faster that we responded to this negative review.
3. You completed a claim using our online systems on the 26th March 2020 which was thereafter handled by the appointed claims handler for the underwriter CEGA.
4. You requested a refund on your policy on the 24th April 2020 using our online system which was denied as you had an active claim on the policy. Had you not have registered a claim (aka used your policy) then we would have considered a pro rata refund.
5. You left a review via Trustpilot on the 23rd July 2020 making a complaint about your claim being denied but did not include any details that would allow us to contact you to assist you to make a formal complaint. We used the Trustpilot tools to contact you to request these details which you ignored. You also ignored the contact from Trustpilot themselves to provide these details. You did not contact us via any other method to allow us to assist you.
6. You left this latest review via Trustpilot on 8th June 2021 and we responded the next day. As you this time responded to us we have been able to verify your identity and access your policy records. We have proactively started a complaint process for you.

We understand that you feel that your claim was denied unfairly and we understand that you feel that your communications with CEGA, the underwriters appointed claims handler were not to the standard you would expect. Now that you have contacted us about this matter we can investigate you complaint and assist you further.

While we understand you do not plan to use us in the future we request that you keep the information you post on Trustpilot accurate. As previously mentioned our Head of Customer Services will be in contact with you shortly to assist you in making a formal complaint.
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I can assure you all points made above are true and a matter or record. For example in relation to your claim that it was not an extension:
Your initial request on 20/12/2019 included "I wondered if there was anyway of extending my insurance policy"
Our final response on 23/12/2019 included "It has been successfully extended until 30/06/2020."
I can confirm our Head of Customer Services has been briefed and it working on your case.