ABSOLUTE INCOMPETENCE AND POOR SERVICE DELIVERY

Switched over to Oakhurst Insurance after SANTAM and one of its “Platinum Repairers” *****ed us over with a vehicle accident claim. Oakhurst was so professional and competent and their service delivery was brilliant. Since Oakhurst has become Dotsure the service delivery on claims is non-existent.

We have filed several building claims for our home, the first one was rejected as Dotsure took the word of a service provider which we were expected to source ourselves and NO ASSESSOR was ever sent to verify the service providers feedback. The claim was rejected due to alleged lack of maintenance on our part which was in fact incorrect and we are able to prove the instances when we paid out of our own pocket for maintenance and repairs with numerous other service providers.

A week ago I filed another Building claim online for a severe roof leak after the heavy rains and hail storms in Johannesburg and to date, NO ONE has bothered even contacting us, the claim was cancelled without any explanation. We took out additional cover specifically so that Dotsure would send out their own service providers going forward however, once again, this is an insurance company that is happy to take a Clients money and not deliver any service. No assessor was sent out once again.

Now we have lightning damage to several of our major household appliances for which we submitted a claim online again a week ago. To date NO ONE has contacted us, in fact quiet the opposite, we received an email from the claims department telling us that we must call Dotsure regarding the claim. We have responded to that email and expressed our absolute disgust that Dotsure expects us as the Clients to call them to process the claim when they as our insurance service provider should be calling us as the Clients. It is not our responsibility to run after the insurer, the insurer should be running after its Clients.

We then received an email response from Dotsure saying that my fiancé / Policyholder is uncontactable and that they had tried repeatedly to contact him to no avail as they further allege that his phone is always off. This is an absolute lie and just laughable as we have checked and double checked again and there is not a single missed call from Dotsure and my fiancé’s phone is NEVER off. We even called his phone off several different phone numbers belonging to various friends and family and his phone rang every time! We have sent them my fiancé’s alternative number and still no one has contacted him. Of course they will probably do what seems their latest norm and cancel the claim.

In their ridiculous response to this they now tell us that they want to register the claim when we have ALREADY registered the claim ONLINE and have already received a claim number! The incompetence is actually just ridiculous! I think it’s time to change our insurer!