Claims Department - Worst Experience Ever -RE: ***2# Important Claims Information from Dialdirect: Policy ***

<p>Claim number: ********** 25 I have never experienced such bad service from an insurer in my life. .. I have witnessed the capacity of an insurer to go out of their way to find a way to reject a claim, rather than validate a claim based on its merits. It seems however that Dial Direct reviews claims according to their underwriting and contractual position only. Nothing on treating a client fairly. My claim was recently rejected by Dial Direct, after my vehicle had been totaled. The claim is rejected after 62 days from the original claim date. 62 days! The follow accusations have been made to falsify my claim: 1. Not regular driver. 2. Not resident of area confirmed in contract. 3. Not employed at confirmed employment. 4. Lending of vehicle for prolonged periods. 5. Premium Prejudice. 6. No insurance history. All of the above was found to be false by the investigator who was assigned to me, and I won't even begin to explain the processes I had to go through in assisting with the claims process, to ensure that the accident was viewed as it was, simply an accident. The DialDirect teams goes out of their way to find anything out of the ordinary to invalidate a claim. I received a number of telephone calls form my assigned claims consultant Heidy B; during the course of the claim at which time I further had to find and provide information from my previous insurer myself. I was advised that the Dial Direct team was unable to obtain this information. When I had provided this information, I received no feedback in relation to this information not being concise, I provided all the information I could, with all the records I had. I then had to assist with the accident claim process in my own accord as well, had to obtain medical reports, I had to contact the Gauteng Department of Health to make provision of the documents they required, which was part of their reasons to invalidate the claim. When this information was not useful to them to reject the claim, they opted for the Police Report, which they too were not able to obtain, and I had to get a hold of myself, I did this, and that too was not sufficient to decline the claim. At this time I was certain that I had assisted as much as I could with the claim process, and my intentions were clear that I wanted to lay the matter to rest, and sure enough i relieved a call on the 14 September 2017 around 10:35 am. This phone call confirmed the following information to me: 1. Claim had been finalised and approved. 2. Payment would be made within 72 working hours. 3. My Settlement letter had expired, and they would request a new one from ABSA. 4. I will recieve confirmation of the payment once the EFT had been processed. 5. My total excess would be deducted from the settlement amount, which is made up as follows: -Basic: R5 300.00 -Additional: R2 200.00 -Person Driving: R5 400.00 - License Type: R2 550.00 - First Year insured : R2 500.00 Although the amounts are extremely high, I was thankful that the matter was settled and I would be able to lay the matter to rest. This however was not the case. I will endeavor to fight for my rights as a client, and I will not settle for the information I have received today from Dial Direct. I refuse to be subjected to these insurance **********, who easily accept contracts, and never wish to settle claims.</p>