*********** staff, unsatisfactory service

Policy ***

Yesterday on the 16/11/2020 i was involved in an accident of which i went inside a porthole in Witbank and two of my tyres front right and back right together with the rings and wheelcaps were damaged. I contacted Dial direct and i was assisted with towing of which it was a very quick respond and also advised that further assessments need to be done as there can be more damages that the ones we can visibly see on the scene.

As soon as we arrived at the towing and storage I contacted Dial direct to open a claim and was assisted by Deborah who asked me all the questions and as soon as we were done I asked her to organise for me a car hire as it is part of my policy. She told me that car hire has been arranged and the car hire department which is Europcar will contact me in the next 30 minutes for further arrangements and I even asked her to give me their number incase they don't contact me in the said time.

30 minutes past without any contact so i called the Europcar and they advised me that they haven't received any authorisation number and i should call back dial direct for assistance. When I called I spoke to Lerato and she said to me " there was a system issue in forwarding the authorisation to Europcar and what has now being done was to forward the authorisation manually AND i will be receiving a call in the next 30 minutes from car hire"

Again 30 minutes went by without any call. I called dial direct AGAIN and spoke to Chad and after explaining my issue again, amazingly Chad started asking me all relevant questions, wanted to know where i am at so he can organise me a car.

It took over 30 minutes while i was on the line awating for Chad to provide me with feedback and when he did come back to me my phone cut as i was out of airtime. Before it cut the part i heard from him was he has orginised a car and they on their way.

Moments later i was contacted by Chalene (hope i am spelling her name right) and she explained to me that Chad handed over my issue to her and she was so helpful and she ensured that she stayed on the line until the car rental arrived where i was. She also stated to me that reason there was a delay was that when initially a booking for the car hire was done it was done at car rental in OR Tambo and this got me so mad because i got an accident in Witbank yet rental is in OR Tambo, about 150 kilometres from where i was, i mean how pathetic and *********** is that?

From 15:30 when i contacted dial direct for claim and rental, the car rental only arrived 18:50. I have been waiting for over 3 hours to get my issue resolved due to wrong bookings, false information given to me by dialdirect team.

At 19:45 i was leaving Europcar with the rental car and drove 150ks to home, NIGHT TIME in Gauteng, Kempton Park.

Firstly the place I got an accident at i dont know it, me and my partner we were terrified, emotionally stressed and dialdirect team worsened the whole situation.

I just recently joined Dial direct and with my first claim i am receiving such kind of nonsense service of which i am even thinking of cancelling and joining another insurance that will put my needs first.

As your calls are recorded you can verify what i am saying to you now and check how many times I called and the duration of the calls.

In terms of my safety as it was getting dark there was nothing much Chalene can do but to stay on the phone with me until help arrived and would really want to thank her, she is the kind of a employee Dialdirect must keep because instead of saying i must await a call from car rental, she ensured the call happen and even made a conference call.

Deborah and Lerato next time ensure they ask relevant questions in order to assist clients rather than just assuming. E.g i cant have an accident in Western Cape and you request a car rental for me in KZN, it just shows ignorance.

Chad and Chalene you guys were awesome, thank you.

To Diadirect i want to know through all this trauma i went through yesterday which lasted for 4 hours 15 minutes (15:30-19:45) how are you compensating me, from my airtimes used, emotional stressed you caused me.

I will be looking forward to your feedback in writing.