Not treating customers fairly, ********* and shocking!!!

I had a claim incident of the 2018/01/21 of which I logged a claim online via the app- the next day I got told the claim was not registered I had to go through the whole claim process on the phone again. I understood this and I was not fussy at all as I needed this claim to be done as get me back on the road again.

It turned out that incident was a never ending nightmare dealing with DialDirect! I have had comprehensive insurance with this company from 2016 and my understanding is that when we take out insurance it's for peace of mind and be treated fairly. I had to call up to do a follow up on the claim each and everyday- no one bothered calling to notify me of what was happening with the claim. I had to take the car to the assessment centre on 2018/01/26 in Durban- I would give the Assessor 10/10 for his excellent service. I was told that the car is not safe to drive and that I had to leave it there- the incident involved my car and my husband's car. He assisted us and had both cars assessed, when I called through later on that day to follow up on the claim the consultant advised that they are awaiting for the previous insurance details as I had stated on the call that I have had the insurance for 7 years- of which made no sense at all because I took out the policy in 2016 for the car that was bought in 2016. Anyway, I was advised that it's standard procedure- ffw. Monday 2018/01/29 I called through later on to find out how far they had gone with the claim- still the same story. I was then asked for my husband's ID number so that they can search up his insurance history which made no logical sense to me as I was the policy holder and paying the premium. Not Even once was I told that My husband and I would be treated and as one person when it came to "underwriting" as they put it to me, I since then requested the call recording of the sale call as it looked like we were not on the same page with regards to the insurance history and a whole lot of other things that led to my claims to have such problems- The claim consultant by the name of Marilise who was dealing with my claim advised that the call recording will be available within 3 working days in the meantime I need to send my husband's ID so that she can search on the system as well. I called through to arrange a hire car on 2018/01/31 which was not a problem- on the 2018/02/01 at 16:47 in the afternoon I received an sms from the hire car company stating that the car is due to be returned the following day in the morning, I called through to existing claims and to my surprise the claim had been rejected- The consultant advised me that because I should have waited for the consultant to call me and advise of the claim outcome- how? I asked.... the reason why I called was because I had received a text advising of the hire car. The consultant (PJ) stated that he had the transcript was available however the call is not on their system as they work on a different system. I advised him that I need the call recording to verify such "vital" information sent to me. I escalated the matted to Senior Management whom I spoke to Nicolene Green with regards to the claim- Up until today I have not received the call recording. the hire car was extended to 15 days after a lot drama in between and calls from Arnel (Europcar) harassing me and asking me when am I bringing the car back. I endured all of that because I knew and understood that the consultants also had to follow process.

As I have mentioned above- that my husband is the 3rd party in the matter- he lodged a claim on his own capacity and days later a consultant called to advise me of the 3rd party claim outcome that it had been rejected based on the fact that (1)we reside on the same address. (2) The 3rd party is not insured. I Asked the consultant for the same call recording that I have been asking for the past 2 weeks- whom she said they work differently from the claims department. I spoke to Haylene from legal department with regards to this issue on 2018/02/05 up until today I have not heard anything from and yet she is the senior- how disappointing! I had requested the sale call recording because it is your employees that kept on referring to the sale call recording as a legally binding contract between Dial Direct & I. But it seems like it not available at my request.

Here's what I want to understand: 1. Am I NOT comprehensively insured. 2. When the consultant sold the policy to me advised that I will be covered for an incident as well as the the 3rd party damages. 3. Was it ever disclosed at any stage that my husband and I will be treated as 1 individual when selling the policy? If not why is it now becoming a reason for my husband's claim rejection? 4. We have not received any letter advising of the rejection of the 3rd party claim as there is an"Investigation" that no one bothers calling us to tell us about. 5. Misleading information by the sales consultant when he said I will be covered in the event of a claim involving a 3rd party and yet that is not happening now- we are being shoved around and given excuses.

Really I do not understand why it's taking so long to finalise one claim and get back to the customer- I find this whole claim experience to be shocking and unbelievable coming from such a huge company that portrays itself as one of the best in the market. I will be taking this matter further- I refuse to be bul**** by insurance company that makes false promises to people and fail to deliver- DialDiarect is all about selling and misleading people into buying the policy and find all possible reasons not to pay out claims. And yet so quick to say "you may look for alternative insurance elsewhere"! It is really shocking!!! I will make sure I spread the word and if it means going to all media avenues I will do so, I believe in treating customers fairly of which this company has failed dismally in doing so!