1 reviews | Active since Apr 2014
Advisors who are insensitive!!!
<div>I’ve had pet insurance with Dotsure for the longest of times, and I’ve always received excellent service from them, but today, I saw another side of the advisors and their managers. I lost my pet rabbit last week, and because I’m not ready to let go, I asked that they leave my bunny on the policy, that I don’t have a problem paying the premium and that I will remove her once I’m ready. I was being assisted by **** and she forced me to remove my bunny from the policy. She was so insensitive and she didn’t care how I felt, maybe she gets paid for removing pets from policies, hence she forced me. I asked to speak to her manager and she told me that her manager is busy!!! Like, what happed to client service? And what really upsets me is that Dotsure is the only insurance company that offers pet insurance for exotics, so I really have no choice but to stay with them. I feel so disgusted by **** and her manager, whom I don’t even know what their name is!!! I’ve received the best service from other advisors, but this specific one, I don’t know how she’s allowed to be on the phones and work with clients... she should be somewhere doing admin or something, because now she gave the entire company a bad name, and I’m not just going to leave this complaint here and forget about it... word of mouth is the most powerful medium of advertising, so I will make sure that NOBODY takes cover with Dotsure, whether it’s pet insurance or not...</div>
Please accept our heartfelt condolences with the passing of your furry friend.
Thank you so much for getting in touch with us and bringing this to our attention. We are so sorry to hear about your experience. We have referred this to the relevant department and will be in touch with you to investigate this matter further.
The dotsure.co.za family
Please accept our heartfelt condolences with the passing of your furry friend.
Thank you so much for getting in touch with us and bringing this to our attention. We are so sorry to hear about your experience. We have referred this to the relevant department and will be in touch with you to investigate this matter further.
The dotsure.co.za family
Shortly after that, I received a phone call from Chloe, the Customer Service Manager, and she also allowed me to vent out and raise my concerns. She also emphasized with me and understood where I was coming from, and also apologized for the service I had received the previous day.
They both agreed to putting my bunny back on cover for the period that I asked for, and they sent me the updated policy schedule. I fully understand that this is an uncommon request but they were willing to agree to my request and give me the service that I wanted and that I’m used to.
Thank you so so much ladies, thank you for your understanding, thank you for the condolences and for your support. Now I’m a happy Dotsure client again. Once again, your excellent service is highly appreciated, thank you so much.
Shortly after that, I received a phone call from Chloe, the Customer Service Manager, and she also allowed me to vent out and raise my concerns. She also emphasized with me and understood where I was coming from, and also apologized for the service I had received the previous day.
They both agreed to putting my bunny back on cover for the period that I asked for, and they sent me the updated policy schedule. I fully understand that this is an uncommon request but they were willing to agree to my request and give me the service that I wanted and that I’m used to.
Thank you so so much ladies, thank you for your understanding, thank you for the condolences and for your support. Now I’m a happy Dotsure client again. Once again, your excellent service is highly appreciated, thank you so much.