Dissatisfied Dial Direct Client

Good day.

My policy number is ********** 03. On Wednesday 5 December 2018 I was involved in an accident while holidaying in Mpumalanga at around 16H40. My first call to Dial Direct was at 16H47 to report the incident. The tow truck service was arranged and finally came and towed the car around 18H30. The following morning on Wednesday 6 December Jan Wardeck called and captured a claim for me which made me excited and proud to be a Dial Direct client for a moment. He further indicated to me that I also have a benefit for a car hire for 15 days, which I knew to be 30 days. When he asked me when I would like to get the rented car I asked him to arrange it for Friday 7 December 09H00 as that was the time I was to check out from my accommodation. He then further told me that the assessor would only be able to go assess the car on Tuesday 11 December 2018 and he, Jan would probably give me feedback on Wednesday the 12th.

On Friday the 7th I was baffled when I called Dial Direct to find out about the courtesy car only to learn that it was not arranged for. The car was only then arranged and booked on my enquiry on the day it was supposed to have been delivered to me. I had to wait at the reception with my luggage until 12H00 for the car on the 7th. The Wednesday the 12th that I was supposed to get the assessment feedback on my car came and passed. I had to call Dial Direct on Thursday the 13th to enquire when a consultant told me that Jan had not came back to me as there was no feedback to give me. The consultant didn't even realise that the very same thing she was telling me was also feedback. I later on during the day of Thursday the 13th received a call from a guy who identified himself as Paulos the assessor. Paulos told me that he had assessed the car and will be communicating with the insurance then come back to me on what he had found. As I live in Centurion and my car is in Bushbuckridge he was wondering if the car could not be towed to a repairer close to my home but I told him that the insurer said the car would only be towed to the nearest assessment from where the incident happened. He only came back to me on Friday the 14th December to tell me that the insurer said they could not tow the car nearer to my place of residence as it would be costly. He further indicated to me that he did the assessment and my car was repairable which I was happy with. But when I asked him if he also identified the locked front seatbelts he told me the panel beaters would do a diagnostic on the car for further damages. Jan then called the same day to tell me the costs of my authorised claim and to remind me about my access. Later on the day I also received a call from Monty the panel beater to ask me if I knew about the access I had to pay on the vehicle which I positively responded to.

I am surprised that today, Wednesday the 19th December Paulos have to call me again this time to tell me that the panel beater say my seatbelts are also damaged, seatbelts that he did not identify when he assessed the car, even though I had told Jan Wardeck about them when he captured the claim on Thursday the 6th. Paulos is telling me that he made his assessment on the damages based on the pictures sent to him but not that he went to assess the car in person. My question to him was if he did not physically go to assess the car and used the pictures he was sent how sure was he that all the damages had been identified.

Now all my unhappiness from all these interactions with Dial Direct emanates from the following: 1. Dial Direct does not care about the safety of its clients in cases or accidents as they do not actually care about how one gets home of place of safety. 2. Jan Wardeck failed to give me feedback on the Wednesday he had promised until I had to make an enquiry myself. Negative feedback is also feedback. 3. When Jan Wardeck told me on the 6th that the assessor would only go assess the car on the 11th yet Paulos the assessor tells me he based his assessment on pictures then either one of the two gentlemen does not really know what their competence entails. 4. If the assessment was done from the pictures how sure is Paulos and Dial Direct that the damages have all been identified and quoted for, and why then did the assessment had to wait from the 6th to the 11 if someone could just take pictures and forward them to the assessor? 5. With my car being approximately 450km away what will happen if I drove all the way to pick up the car only to find that it is not complete? 6. On the contrary to Jan's information that the rented car is due after 15 days it is for 30 days and is due back to Kruger Mpumalalga International Airport on the 6th January 2019, which will leave me destitute should my car not be ready by then...

Dissatisfied Dial Direct Client.

Kebareng Tshenye ********** 101