Never use Dialdirect

These people have given us nothing but a nightmare. My husband was involved in an accident on the 28th of June and at first it was a struggle with the tow truck as they didn't want to reveal where they were taking the car which caused a huge fight between them and my husband as they were also very rude. I had to dive in the middle of the night to the accident scene to assist as my husband was also still in shock and not really happy with how the officers on scene were handling the matter with the tow truck company. We did the online claim submission that very same night which we couldn't complete as they needed the CR # which we then completed the next morning as they themselves confirmed that we needed to get it within 24hrs of the accident. The claim was then submitted we then got a call to get details of the accident and they told us the assessment of the car damage will take place in about 3days. After the 3days they called back to say they will be fixing the car but we will need an access fee of R8k and one of the managers will call to verify the details and process the claim. We had to continuously follow up to get the manager to contact us only to be told that he was on leave. On his return only to tell us that they will not be processing our claim as they are suspecting foul play as the CR # was only obtained the next day yet they are the ones who confirmed that we can get it the next day. We are really not happy with Dialdirect now when we are appealing they are saying my husband was drunk. Like what kind of an accusation is that. We have 2 cars that are insured with dialdirect and our house and since 2014 we have never claimed and this is our first claim and only to be treated with such disrespect and accusations. We are definitely going to look for a new insurance company. If they go out of their way to not to pay out such a small claim what more when we lose our property. RIDICULOUS