Complaint Regarding Claim Issues with DialDirect

Dear Hello Peter Team,

I am writing to express my frustration regarding my recent experiences with DialDirect. I have been a loyal and good-standing client, diligently paying my household insurance coverage premiums. However, when I attempted to file claims, I encountered numerous challenges that remain unresolved to date.

Firstly, I filed a claim last year for my ****** iPhone. I was informed that I had not specified the model of the cell phone under my household cover. However, during my initial conversation with the representative when switching my cover from car insurance to household insurance, I clearly stated the items to be covered and was assured that everything in my household was insured. Despite this, my claim was denied after DialDirect claimed they needed a recording of the conversation and footage of the theft incident. I provided information regarding the location—a local plaza—but unfortunately, I couldn't obtain footage. DialDirect never communicated their findings from the recording, leaving me with no resolution.

More recently, I filed a claim for my house geyser, which burst due to load shedding. Once again, I was told it was not listed under my household cover. I was not made aware that I needed to specifically list such an item. I was promised feedback after the recordings of our conversation were reviewed, but I have yet to receive any response, despite following up since last Friday.

Additionally, I need to report that my refrigerator also malfunctioned due to load shedding and power failures. I strongly feel that, as a paying client, my claims should be processed fairly and promptly.

It is disheartening to see that while DialDirect is consistent in collecting premiums, they are reluctant to assist when I need support. I request immediate attention to my claims and reimbur*****t for the iPhone, geyser, and refrigerator. This situation has caused significant inconvenience, and I hope that DialDirect will take accountability and resolve these issues without further delays.

Thank you for your attention to this matter. I look forward to a satisfactory resolution.

Kind regards, Malebo Taukobong