Frequently Asked Questions

The retail value is the higher of the two. The retail value is the average price a dealer would sell the vehicle for taking its age, condition and mileage into account. If your vehicle is covered for its retail value, and it is either written-off, stolen or hijacked without being recovered, the settlement amount will be based on its retail value less the applicable excess. This will enable you to replace the vehicle with a similar model. The market value is a lower value based on the difference between the vehicle's retail and trade value. The trade value is the value a dealer would pay you if he traded your car in.

The annual premium review takes into account the depreciated value of the vehicle. However this is not the only factor which determines the premium. The majority of claims paid are for accidents and not write-offs or stolen vehicles. The cost of repairs and parts constantly increase with inflation. We thus need to increase our premiums as it costs more to repair vehicles.

We need to see if there is any existing damage to the vehicle, confirm if the anti-theft device meets our requirements and obtain the details of any vehicle accessories and sound equipment.

Vehicle theft is an unfortunate but very real part of everyday life in South Africa. We take a preventative approach to the problem by requesting the installation of quality anti-theft devices in order to minimize or prevent vehicle thefts and hijacks. The initial few hundred rands outlay is worth the investment... ask anyone who has had a vehicle stolen. We know that this kind of preventative approach has yielded results for us and our clients.

An OUTsurance-approved immobiliser is self-activating so you cannot forget to activate it unlike a gearlock.

The choice of any panel beater rests with us and we have established a selected panel of repairers whose work is guaranteed for 12 months. You may elect to choose your own repairer, although we cannot guarantee the quality of their workmanship.

OUTsurance has a salvage contract with an external company which sells all recovered vehicles on auction. You would need to deal directly with the salvage company.

We cover the buildings on a new for old basis. This means that we replace old, damaged items with new ones following a claim (e.g. replacing a burst geyser with a new one). In calculating the replacement value of your property, we take into account the costs to demolish damaged structures, remove the debris, payment for professional and municipal services before any new construction can start. Coupled with these costs are the actual costs for materials and labour. These costs, like many others, are determined by the building industry. We update these values on a regular basis for your convenience. We also update the replacement costs of the buildings annually as part of the review of your facility.

We can provide you with an inventory to assist you in listing the contents and determining their values. We also have specialist advisors who can assist you with any queries you may have regarding this.

Yes, if you have selected our additional Theft in Transit cover, you'll receive cover if the vehicle carrying the goods has been in an accident and the goods are damaged as well.

We cover your goods on a new for old basis which means that when your items are stolen we replace them with similar, brand-new items.

You then carry part of the risk should there be a loss. For example, if your contents are covered for R100 000 and they should be covered for R200 000, and you lose R20 000 worth of contents in a burglary, we will settle R10 000 and you will be responsible for the remaining portion of the loss. (This is the principle of average).

Yes, if you select the optional Goods on Business Use cover and pay the additional premium.

There is no paperwork to fill in, since all calls are digitally voice recorded, hence you can take out cover, make amendments to your cover and lodge your claim telephonically. The recording ensures the safety of the information you provide and offers protection to both parties.

You can phone Client Care on 08 600 70 000 or load your request here and we'll call you back.

OUTsurance has no forms. All claims are registered for your convenience over the phone.

We ask the same questions you would traditionally fill in on a paper-based claim form with another company. We also obtain quotations for items being claimed for on your behalf and therefore need correct information in order to cost the claim on the correct replacement make and model. All the information obtained assists us in validating the claim and thereby speeding up the process.

The choice of any service provider (e.g. panel beater) rests with us and we have established a selected panel of service providers whose work is guaranteed. You can elect to choose your own repairer however we cannot guarantee the quality of their workmanship.

We do not offer minor paint and scratches insurance. Each incident has an applicable excess payable.

You can call us on +27 12 673 3000 or give us the name of a contact person in South Africa who will deal with the claim on your behalf.

Yes. All claims affect the OUTbonus.

Our legal department will attempt to recover your excess from the person who caused the accident. Although we will fight tooth and nail to recover your excess, the recovery is not guaranteed. It can be a lengthy process if the other person disputes their liability or if we have to trace this person and follow up on missing information.

Our life insurance calculator has been developed to provide you with an estimate as to how much death cover or disability cover you'd need if you were to become disabled or pass away. Please note that the amount of critical illness cover you need will depend on what medical expenses you incur and what lifestyle changes you would like to make if you were diagnosed with a critical illness.