Highly disappointed

HIGHLY DISAPPOINTED

I'm very disappointed the way Dial Direct and telesure investments handled my case. My car was involved in an accident on the 18th of April in the evening my partner Given was driving, a drunk driver came speeding from behind and crashes into my car, the drunk driver fled the scene before the police could arrive and left his car. I contacted Dial Direct to come and tow my car and explained the situation to them. I had to wait 2 weeks for a police report the reason on their side was they were still trying to find the drunk driver to make a complete report but they couldn't find him because the registration plates on the car do not exist. My vehicle was a right off and an investigation was opened buy Carel Stander, he interviewed Given and asked a lot of questions including personal questions and then asked when did Given start driving my car he explained about 4 months ago but not all the time because I (the owner of the car) still drives the car. Carel went to my neighbors to question them about the vehicle (Ma Karabo ) the lady who was interviewed was asked who mostly drives the car she then explained to Carel that Sibongile the owner of the car usually drives the car but Carel did not add that in his report instead he said the lady had nothing conclusive to say. He knew that would count in my favor which is why he did not add that to the report when I questioned him about it he mentioned it does not matter what she said because Given told him that he drives the car every day for the past 4 months. I'm requesting for the voice calls between Given and Carel because his statements are not adding up his only taking what is an advantage to his case and not all facts, he also interviewed Givens mother who told him the same thing but he said Givens mother told him Given is the only person driving the car. According to Carel Given is the regular driver of the car because he has been driving for the past 4 months he mentioned that me not changing it on the policy means I'm manipulating the instalment but how can I change the regular driver of the car if I'm still the regular driver of the car. When I took up the insurance the agent put me at ease and said anyone can drive my car as long they have a valid driver's license but I will have to pay an additional access fee which I had no problem with, they didn't mention that there is a clause that states a person should not be on and off a car for 4 months because they automatically become the regular driver. But my contract does not state that it just says most driver of the car with no clause. Carel just concluded that I own 2 vehicles and I gave my partner the other car which is not the case.

During the investigation I called to understand the MOSTLY part I asked the agent (Lerato) to speak in isizulu so I can express and understand in my language she kept on making examples that are not stated in the contract but that does not answer my question of what is MOSTLY according to the contract. Lerato told me she needs to find out while I'm waiting on the other end of the call she just transferred me to Carel because she could not answer I got very angry and irritated because she was rude all she had to do was excuse herself and make me aware that she can't answer the question and that she will transfer me to the relevant person in actual fact she ran away from the issue, it should not be hard to answer because as a company all employees should sing the same tune and have the same answer at hand.

After my claim was declined dial direct decided to cancel my policy for the written off car and increase my premiums for the other car I have insured with them yet I have paid them in full , they concluded on my policy without informing me it's funny how when amendments are done on my policy by dial direct it's OK and they don't get penalized yet clients are supposed to comply, all of this was done without my knowledge no one from dial direct thought I had the right to know that they will amend, as for the second car why was the premium even increased it has nothing to do with the claim. This is unprofessional especially coming such a big company, when the policy was opened it was very easy every thing seemed to be straight forward coming to the claiming process now different views arise had I been told prior no issues would arise, dial direct deliberately sets you up for failure