Dial Direct, *********** or Just Another way to Delay a Payment? Will I ever know the truth or ever be paid out?

Dial Direct. *********** or a Plan to Delay Payment

On Saturday 25 July my car was ******. I rang Dial Direct, my insurer and was told to call back on Monday. No "are you ok", let me take your name and number and someone will call you on Monday, just go to the police, get a case number and call back on Monday.

The next day I downloaded the app and submitted a claim. Not hearing anything on the Monday, I called Dial Direct, they could not find my claim. I still don't what happened to my claim on their app, but hopefully they are reviewing the functionality of the app.

I resubmitted the claim telephonically and had to called back the following day to have the car hire sorted out and collected a hire car on the Wednesday. I got the hire car 5 days after the incident. Is this standard? Having never had a car ****** I don't know.

I was told to deregister my vehicle. My documents and log book were in the car when it was ****** so after my first visit to the traffic department I was told they could not give me an original copy of my car enatis document, they would only be issued in level 1 so to get an affadavit which I did. On my second visit there was a covid scare so I could not deregister my vehicle. Charles from Dial Direct told me to bring all of the documents to their offices for the attention of Carol Swartz, including change of ownership papers and keys and they would help me. I did so. When I called on Friday to get an update, no-one knew anything about me dropping off the documents. So what happened in the four days between me dropping off the documents, which I confirmed with an email to Charles. Don't teams communicate with each other?

When I called on Friday no-one knew anything and today I was told the documents would be returned for me to proceed with. This has been a nightmare from Day 1 and I think this is all to stop them paying me out or at least delaying the payment. No company can be this bad by accident, surely this is by design to delay payment or just to be contrary.

One thing I know for sure is that even if I have to pay double, I will not be using Dial Direct or any Telesure brand again.

I am just about to renew my car hire, at my own expense, as I have no idea what is happening with my claim.