Bad Claims Department customer service

I was their client for 4 full years and 2 months before I left them. I left because I had put in a claim and they never repaired my car. The reason for this was explained as that someone did not send an authorization to the panelbeater to fix my car. I eventually had to fix my own car which had minor damages and I canceled my claim.

One of your agents suggested that they will pay me the difference between the claim and my excess (the excess was way more than what I paid for the repairs by the way) and I refused as I had no need for the claim because I had already repaired my car. Instead I pointed out to the agent that because the claim was canceled (almost six weeks after completing all the documents that were required of me by Dial Direct) no one followed up with me after I had received an email that notified me that a panelbeater which was assigned to my claim would contact. AUTOMAGIC (the assigned panelbeater) is such a large company in South Africa when I tried to search who they were. I declined their offer of paying me the difference of about R16000 which they would have paid over the panelbeater and asked them to correct my bonus instead (which I was paying a premium towards by the way). Their wanting to pay me the R16000 was a tactic to try and ensure that I stayed on board with your company as it would have affected my premium with the new insuring company. My mind was made up as the new company offered me a zero excess premium at the same premium as Dialdirect while Dialdirect excess your was R9300!!!! Ridiculous!

One of Dialdirect agents told me that since I was planning to leave their company at the end of March and it was against their company policy to pay back my cashback to me (which was due in January and the policy canceled on 31 March, by the way) I asked her to explain to me the company policy when it comes to following up on client claims and she could not. She then told me she was going to escalate my query. She, indeed, did escalate the query as this was confirmed by another agent when I had to rate your service. Up until this day, no one has made contact with me from Dial Direct to let me know when I will be receiving my no claims cash back, which was almost R7000 in January.

Dial Direct, please be an honest company and do to your clients just like you promise to. Payback what is due to me, my cashback! I may have left your company (of which you never ever apologised for not fixing my car) but my four year no claim bonus was due in January. Pay me back my money. I called you numerous times and still no feedback. Please do not mislead your clients as your claims department pretends to resolve issues and they do not.

The sweetest people in your company are the sales. Why? Because they need sales! They are the ones who try and push your rating here on Hello Peter. Other than them you do not care about customer service and resolving client issues. The scariest is yout claims department. I'm wondering how stranded I would have been had my vehicle not been able to move at all. I had to call numerous times and had long conversations, at times close to an hour at my own expense.

Don't be fooled, while their App is very useful in logging claims, no one from Dial Direct ever calls to check if the customer is looked after. They instead send your contacts to their outsourced companies and after sending all the photos through and assigning a panelbeater, nobody ever calls to follow up!

I want my cashback bonus, which is rightfully due to me.

Kholeka D