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Nonhlanhla N
1 reviews | Active since Jun 2025
29 Jun 2025, 21:01
I am writing to express my deep disappointment and frustration with the way my recent insurance claim and subsequent complaint have been handled
I am writing to express my deep disappointment and frustration with the way my recent insurance claim and subsequent complaint have been handled. My claim was rejected on what I believe were unnecessary and unfair grounds. Despite submitting a dispute, the rejection was upheld without satisfactory explanation. I then lodged a formal complaint with the adjudication team on May 16, and I was informed that I would receive a response within 10 working days. However, as of today—more than six weeks later—I have received no update, despite multiple follow-up emails. This delay and lack of communication are unacceptable and show a disregard for customer care and transparency. I trusted Dialdirect to assist me in my time of need, and I feel let down by this lack of responsiveness and accountability. Nonhlanhla
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Replies (2)
Dialdirect's replyOfficial
29 Jun 2025, 21:11Good day Nonhlanhla,
We acknowledge your complaint and note that the matter has been escalated to and closed by our internal dispute resolution department.
Kindly refer to the next steps to follow should you wish to escalate the matter further.
Kind Regards,
The Dial Direct Team.
We acknowledge your complaint and note that the matter has been escalated to and closed by our internal dispute resolution department.
Kindly refer to the next steps to follow should you wish to escalate the matter further.
Kind Regards,
The Dial Direct Team.
Dialdirect's reply29 Jun 2025, 21:11
Official
Good day Nonhlanhla,
We acknowledge your complaint and note that the matter has been escalated to and closed by our internal dispute resolution department.
Kindly refer to the next steps to follow should you wish to escalate the matter further.
Kind Regards,
The Dial Direct Team.
We acknowledge your complaint and note that the matter has been escalated to and closed by our internal dispute resolution department.
Kindly refer to the next steps to follow should you wish to escalate the matter further.
Kind Regards,
The Dial Direct Team.
NN
Nonhlanhla N's updateReviewer Update
04 Nov 2025, 04:13Good morning
I am writing to express my deep disappointment with the way my insurance claim has been handled.
My claim was initially rejected, and I subsequently escalated the matter to adjudication. Following this, Dialdirect was advised to review my claim, and I promptly submitted all additional information requested. After the review, Dial direct made a partial payment for the structural portion of the claim, which I accepted.
However, the payment for the household contents portion of my claim has still not been processed. I was informed that I would receive a call to finalize this payment, but to date, no one has contacted me. I have sent multiple follow-up emails, yet I have not received any response or feedback regarding the outstanding balance.
This lack of communication and failure to honor the full claim payment has caused me significant frustration and loss of confidence in Dialdirect’s service. I respectfully request the following:
1. A written update on the status of the house contents payment.
2. A clear timeline for when I can expect the remaining funds to be paid.
If I do not receive a response within 7 business days, I will have no choice but to escalate this matter to the Ombudsman for Short-Term Insurance for further assistance.
I trust that Dialdirect will treat this matter with the urgency and fairness it deserves.
Kind regards,
Nonhlanhla
NN
Nonhlanhla N's update04 Nov 2025, 04:13
Reviewer Update
Good morning
I am writing to express my deep disappointment with the way my insurance claim has been handled.
My claim was initially rejected, and I subsequently escalated the matter to adjudication. Following this, Dialdirect was advised to review my claim, and I promptly submitted all additional information requested. After the review, Dial direct made a partial payment for the structural portion of the claim, which I accepted.
However, the payment for the household contents portion of my claim has still not been processed. I was informed that I would receive a call to finalize this payment, but to date, no one has contacted me. I have sent multiple follow-up emails, yet I have not received any response or feedback regarding the outstanding balance.
This lack of communication and failure to honor the full claim payment has caused me significant frustration and loss of confidence in Dialdirect’s service. I respectfully request the following:
1. A written update on the status of the house contents payment.
2. A clear timeline for when I can expect the remaining funds to be paid.
If I do not receive a response within 7 business days, I will have no choice but to escalate this matter to the Ombudsman for Short-Term Insurance for further assistance.
I trust that Dialdirect will treat this matter with the urgency and fairness it deserves.
Kind regards,
Nonhlanhla