Dial Direct Failed Me

Stay away to avoid disappointment.

When taking out the policy I got the very best of services there is available to one so much so I believed that leaving my previous insurer to join them was in my best interest because I have family members who BELONGED to this insurer DIAL DIRECT or rather a telesure investment insurance or atleast they did until my experience.

So on the 11 of June 2021 I was involved in a motor vehicle accident in my vehicle which was driven by a friend of mine. unfortunately it resulted in the vehicle being written of completely because of the extend of the damage ( FYI Entire body made up of aluminum ).

On the 14th of June 2021 I received a call from dial direct and the person on the other end said that he will be my claims handler and that the matter will be dealt with before the end of that week which would have been on the 18 June 2021, This did not happen as was told to me by the representative instead my claim got passed on to a senior representative who contacted me the following Monday 21 June 2021 to obtain the information of my friend who was driving the vehicle at the time. he then proceeded to visit both my nneighbor's and hers to ensure that the vehicle was driven by my at all times and that I was indeed the regular driver ( irrelevant to the actual accident but I understand due process to not pay ) nothing was found to be out of order , he then proceeded to her place of work to ensure that she was not traveling with the insured vehicle on a regular basis and questioning the security guards regarding her form of transportation, once again that came out to an pointless exercise.

During the course of that week the week of the 21st of June I received a call again from the senior assessor asking if it will be possible for me to meet him at the scene of the accident on the 25th of June 2021 ( 2 weeks after the accident ) to explain for the 3rd time how the accident occurred. While at the scene the senior assessor told me that they are happy with the information provided about how the accident occurred and that everything checked out however at the end of his sentence he made it clear to make me understand that a clause in their policy letter which i still have in me emails has a link on where it states the reason for not paying out , mentioning a subsection regarding not taking necessary care and precautions that were not taken to prevent loss and minimize damage...I guess this meant i had to forsee that a accident was about to occur and rather have stayed at home. An accident is called an accident for a reason because it is not something that one plans for.

He then after mentioning to me regarding the subsection that because the vehicle which i had was deemed a sports car it was needed for them to have an expert reconstruct the accident scene to make sure that the speed which we travelled in was indeed within the limits of the road and for this specific road it was 100km/h the assessor then mentioned to me that there is an allowance of atleast 40km above the speed limit which we were well within having done the 100 km /h.

we parted ways and told me i will hear from him with the outcome either by the Monday 28th June or Tuesday 29th June. This did not happen when i enquird about what the delay was he then told me that they were flying in an accident reconstruction expert from johannesburg for an accident that happened in cape town. eventually on the 2nd of July the reconstruction expert came and done his thing 3 weeks after the accident scene on which a number of things could have chanded which was not taken into consideration when conducting the reconstruction and on Tuesday 6th Jult 2021 I received my deathblow with the assessor calling me to tell me once again that they were happy with al the information pertaining to the accident however after conducting the reconstruction of the accident scene they deemed the speed traveled to be no less then 168.8km/h which makes absolutely no sense. I asked the senior assessor if they can obtain a secondary report from another accident reconstruction expert and he point blankly said no. I was completely winded by this outcome and they rejected the claim as a result of this findings by which i believe is accident reconstruction experts contracted to them specifically sayin so because they flew these expert ion all the way from Johannesburg.

While all this investigating was going on time passed by and in such I was still charged a Full month premium for June 2021 and for July 2021 keep in mind the insured good was within their hand by the 15 June 2021.

Upon receiving my vehicle back from the auctionhouse i noticed that the computer box of my vehicle had been removed and was nowhere to be located in the car and the loacation where it was supposed to be was empty.

I contacted the senior claims assessor who had dealt with my claim and asked him about it and told me that he has absolutely no information regarding that computer box of my vehicle and told me to contact their yard where the vehicle was kept and it was all to no avail all he said was sorry i cant help you after i did everything to assist with his initial assessment.

If I knew that having an insurance that did everything in their power not to put you back in the position that you were in before an accident happened I would never even have considered taking out an insurance in the 1st place because now i am left in the exact same position if i did not have an insurance to begin with. What is worse is that i was not driving my vehicle when this accident occured yet i am left with having to cover the loss of the vehicle and also i am the one who's name will suffer if I take out insurance again when that time comes.

Please advise if I can do anything regarding my computer box which was held back by this company Dial Direct.

I approached 2 individual accident reconstruction experts opinions here in Cape Town and both came up with results which probed me to take this matter further just by proper examination of their specialist report .

This is my experience, don't let it be you choose an insurance company that will actually do for you what they promise to do.