INSURANCE CLAIM OUTCOME DELAYED WITH NO VALID REASON (passing the buck)

On the 30th of June 2019 I was invlolved in a motor-vehicle accident and I followed the usual procedure under those circumstances (called my insurance to advise them and went to the police station that same day to fill out an accdident report). It’s been two weeks since the accident occurred and I’m yet to receive an outcome. I was told that the outcome is pending an investigation by a senior consultant (Adriaan Venter) from Telesure Investment Holdings who has since only told me that my car is written off and accused me of driving under influence of alcohol based on pure speculation and a pending investigation). I found this very outrageous and quite offensive considering I had provided a very clear statement on the events leading to my accident to DialDirect (via telephone) and the police on the day of the accident, furthermore - he had not even concluded his investigation at the time for that to be his conclusion. He further requested access to my personal information (bank statements, cell phone records and tracking device) to which I still comp**** to the best of my ability, regardless of how invasive I felt that was. His last request to access my cell records was not successful due to the attachments that I had to sign not reaching me on both my personal and work email addresses (He confirmed via email that he would address this with his IT department - this never happened as the attachements kept coming through in error).

On Friday (12/07/2019) when I called in I was assured that my claim would be finalized on that day latest. Today (Monday 15 of July) when I called in to follow up, I’m told that the outcome is awaiting Letter of permission docs (all of which I sent - except the cell records due to the above mentioned IT error on his side). When i told DialDirect about this, they advised me that they cannot provide me any timelines regarding the completion of the investigation and/or finalization of my claim and that I should contact Telesure regarding updates. The 3rd party (Telesure) senior consultant and his manager are not taking my calls or providing any updates. The rental car I was provided has to be returned tomorrow and I’m yet to receive an outcome on my claim or an extension on this rental pending the outcome. When i enquire from DialDirect about my claim and the courtesy car, I am directed to back to this 3rd party with whom i have no agreement.

I’m extremely disappointed in how this claim is being handled by Dial Direct and their outsourced company. I have complained about this telephonically and on email to no avail. The fate of my accident claim is left to a 3rd party consultant who clearly has no regard for my current predicament and there seems to be no clear escalation options.