Tyre and Rim bad service

I am extremely disappointed with the service from Dial Direct Insurance regarding my Tyre and Rim cover.

Last week my tyre was punctured by a nail. I lodged a claim as per my Tyre and Rim cover. I was instructed to go to Tiger Wheel & Tyre to have the puncture repaired.

I went to Tiger Wheel & Tyre this past Saturday. When I arrived, I contacted Dial Direct as per the normal process to request approval for the puncture repair. I was then told that they cannot get approval on weekends and it will most likely only be approved on Monday.

Because it was an emergency, I could not just sit and wait until Monday. I was forced to pay for the repair from my own pocket.

I am now requesting a full refund for the amount I paid, as this repair should have been covered under my Tyre and Rim policy. It is not my fault that Dial Direct does not have weekend approval staff.

This raises a serious concern:

1. What happens if I am out of province? If I get a puncture on a Saturday in another province, does Dial Direct expect me to sleep over in that province until Monday or even longer to get approval? That defeats the whole purpose of having cover for peace of mind while travelling. 2. If cover is only valid Monday to Friday, this should be clearly disclosed when selling the product. At no point was I told that weekend claims are not processed.

I would like Dial Direct to refund me for the out-of-pocket expense and to explain why weekend approvals are not possible. The proof of payment was included in the email I sent to ***, claim ref is ***