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I have been a client since 1 August 2011. This is the first time I need Dial direct assistance. Based on my experience I am going to cancel my insurance with Dial Direct immediately!

This is my story:

Last week 12 September at 18h25 I was driving home in my car when suddenly a car failed to stop at a stop street and crashed straight into the side panel of my car. Naturally I was annoyed. We exchanged numbers. The next morning I went to the police to report the accident. I received a case number and all semmed to go according to the book.

Then I received a mail from the woman responsible for the accident's insurance company. (Hollards) They made a simple request:

1) a letter on the insurance companies letterhead, containing the following info:

* the policy number * principal insurer * details of vehicle * type of cover provided * excess applicable * whether knock for knock is applicable * Confirmation that no claims will be entertained on the policy, for the said date of loss.

I immediately sent a mail to Dial direct to request this information. 3 Days later I still had no response. I sent another request. Still no response. I called and 4 times the line was dropped as I was transferred from the one person to the next.

Finally I spoke to somebody at complaints department that logged a claims report. The reference is: **** But then I received letters stating that I withdraw my claim and the matter is now closed. ***??!!!

When I called again to report this, the "support" person was unable to assist because he was still in training. How can you let trainees manage customer calls if there is no support?!!

I am at a loss for the shocking handling of my case. How difficult is it to understand that I need that information to submit to the 1st parties insurance? Not only have my car been damaged but the agony to get information from Dial Direct caused me such anxiety that I can no longer pay any insurance with you.

Please get back at me and fix this !!!!!

Regards, Jan Jansen van Rensburg