Poor service

I am so disappointed with the service from DialDirect of lately. I have been a Dialdirect client for more than 10years and I am not sure if Dialdirect no longer value their clients or what. Because of the happy relationship I had with Dialdirect since I joined, I was even an ambassador and recruiting friends and family members to join DialDirect due to their caring, supportive and helpful nature but I am not so sure anymore.

In April 2023 I have put in the claim regarding my dishwasher. The assessor was sent to my house who hardly did anything. He said to me it is the motor of the dishwasher. When I received the outcome of the claim from the consultant (MM-letters of the name and surname) he said it was not approved due to tear and wear. I asked him to send me the assessment as I am confused as to why the assessor said something else to me and provided a different story to DialDirect. He refused to send me the assessment and said I can find my own assessor and if the assessment is different I must send it to him. I did not have time and money to get another assessor until this weekend. The assessor came and open up the dishwasher he said he will give me an initial assessment as he will need to open the dishwasher at their workshop for further assessment. His initial assessment on the things he has tested, the motor is working perfectly, the valve needs to be replaced and he is suspecting the PC board of the machine. I asked him to confirm if there is any tear and wear he can find, he said no.

I am not sure if DialDirect hire *********** assessors or it is their plan to work with the assessors so that they do not pay any claims. I am really disappointed after all the money I have paid to DialDirect for them to cheat me like this. I am not sure if maybe after Covid-19 and the load shedding they have many claims put through so they are determined not to pay even valid claims. I am not saying DialDirect must pay for the claim if the assessment is showing it is not valid but they need to do a proper job. I once claimed for my leaking ceiling, the assessor came and did a thorough job and the claim was not approved due to my house not waterproofed. The assessment was very clear and I fix the roof myself. DialDirect is supposed to have the client's best interest and I have been let down on this issue.

I put in a claim for my car on 12 June 2023. The claim consisted of damages outside and inside the car. I did not get any response just confirmation on my app that the claim has been successfully submitted. On the 13th I decided to call DialDirect myself to enquire about my claim and the consultant i spoke with said they will organise for the car to be towed so that they can be able to assess the internal damages. The consultant further said to me they can see I have a car hire option in my cover and they will organise a car for me for when the car is towed. I was happy with that. on the 14th someone from the tow services called me and we agreed that the car will be towed from my house on the 15th at 9. I took a day off so that I am available for when the people call and if I need to go and fetch the car hire. No one came and someone from the towing company called around 2pm to ask if the car was collected. I told her no and she mumbled something about some changes. I was confused because if there were any changes whether with the time or date she should not have called me to ask if the car was towed. She said she will call back and she never did.

I was so annoyed as I wasted a whole day at home that I planned for the car claim related activities. I called DialDirect on the 19th of June 2023 and complained to the claim consultant, he asked if the car is moving and I confirmed that I was driving it even though the problem with it is still there. He said he will organise for the assessor to call me and that will be within 48hours and I can drop my car for assessment. I asked about the car hire, he said I must call in the afternoon as they would have received the information for the way forward regarding the car hire. No one called since today. I am driving a car that is not safe because DialDirect decided that my claim was not important to them. I cannot be following after DialDirect as I have been doing the past 2 weeks. I deserve better treatment and service than this. The car was worse today and I decided to contact the brand dealer for assessment as I can see that DialDirect is not doing their job.