Dail direct ignores clients when it comes to claims

We've had a very disappointing claim experience with a company that should be upholding company principles and focusing on customer service. Instead, so far we have just experienced dishonesty. I have household-content insurance with DIALDIRECT and then, it happened that I had to move because of a job change. I realised that there are a lot of risks with moving, because you are handing your personal belongings over to a company. Because of the risk, we contacted dial direct, since we already have household insurance with them. We asked that we wanted to make sure we have insurance cover for theft for our move to Oudtshoorn, for we cannot afford to lose our personal belongings in the move. The DIALDIRECT operator then told us that we are already covered for our move and that we are covered as we are covered for our home-content, which includes theft. Hearing this, we found no need to pursue another company for insurance for our move. The move happened on 20 August 2024 and we suffered massive losses due to theft and damage with a moving company called BA Transferrals owned by Billy Lightfoot. We contacted DIALDIRECT and they declined our claim, saying we had to read the terms and conditions, for that said that they do not cover theft on moving. Now we had to appeal the decision, explaining to dial direct that their telephone conversations are binding contracts. Our appeal was escalated to a lady called Mahkukho Malatji, who is a manager in the claims department. We corresponded by telephone and by mail. DIALDIRECT then admitted fault, saying that when they pulled the telephone conversations, they could hear that they advised me that we were covered for the move to the amount of R100 000.00 They asked for photos and a list of items that were ****** and damaged. The list came to a R75 000 loss due to damage and theft. From here, Makhuko Malatji started to ignore our emails. Suddenly, she was off sick all the time when we called in, or simpy not available. I simply could not get hold of her. (The last response from her was 25 September 2024) I e-mailed her frequently, but the email correspondence just stopped. I then called in, explained to them that I am a representative in the insurance industry myself. I explained we will go to hellopeter and we will approach the ombudsman. Everyday they promised us that they will contact us tomorrow, but no correspondence was received. It is extremely disappointing to see that a company like DIALDIRECT is so dishonest. Customer service is zero.