Appalling service!
Appalling customer service
So this is the story I call Dotsure insurance, to find out whether my home content cover will, cover the call out of an electrician or plumber as I have an incident, my previous insurance covered both on home content electrician and plumber, to my surprise I was adviced my cover will cover the call out etc, and a claim was logged not only was this confirmed by one person but 2 even spoke to the company that will come and sort the stove, only to be called again to be told I'm not covered as my stove fall under building cover, this is absurd so clearly I'm being taken for a fool, if this is the kind of customer service I will be dealing then I honestly don't see the need to have this cover, so far with all my claims I've had to voice before I'm being taken serious it's either the staff don't know what they doing or I'm being taken for ride this is really tiring, will be escalating the matter shortly with the obassman
Dear Nelson
Thank you for contacting us.
Kindly note that our turnaround time for complaint investigation is 14 days. A consultant from our Resolutions Team will be appointed to deal with your complaint. The appointed consultant will communicate directly with you using the contact details we have on our records or as provided by you. A comprehensive response will be sent to you on completion of the investigation and feedback will also be posted on this platform.
We trust you find the above in order.
Regards
Dotsure Resolutions Team
Dear Nelson
Thank you for contacting us.
Kindly note that our turnaround time for complaint investigation is 14 days. A consultant from our Resolutions Team will be appointed to deal with your complaint. The appointed consultant will communicate directly with you using the contact details we have on our records or as provided by you. A comprehensive response will be sent to you on completion of the investigation and feedback will also be posted on this platform.
We trust you find the above in order.
Regards
Dotsure Resolutions Team
Dear Nelson
We established that:
You have signed up for a Dotsure Smart Policy that covered your Home Contents and incepted on the 30th June 2018.
The terms and conditions of your policy were advised to you telephonically during inception of the policy, and the policy documents sent to you via email.
A definition of what contents means is stated on your policy documents as that: Contents means any movable items that you own, and keep in or around your home.
It appears that you called you called the insurer on the 21st September to enquire if they do cover for a technician call out fees.
The consultant advised on general terms as the question was not specific to your policy at that point. She advised that if a technician is dispatched to your home, should there be cover for the building structure and there are pipes that are damaged. Then in that case there would be cover for the callout fee and one hour actual work done.
She further asked for your details to access your profile in the intent to have a Personal Portfolio Consultant check for what you have specifically covered on your actual policy.
You were then put through to the Personal Portfolio Consultant that confirmed if you needed a technician dispatched to your home. She asked you for details as to what the issue you have is, pf which you advised that your stove switches on but the plates do not heat up. You asked if you could have a technician to have a look into the issue.
The consultant advised that she will have to log a claim and have the technician sent to check the problem.
When you asked if you would be required to pay anything. She further advised that it would depend on what is found to be faulty, and in an event where there would be parts that needs to be replaced, or the repairs takes more than an hour, then the cost will be for your account.
The claim was then referred to the Claims Department for processing. It is at this stage that it was established that the actual stove is a built in stove and not a stand-alone stove that would have been covered on your policy.
Given the facts above, it is fair to conclude that the first consultant gave general advice, of which she took further steps and referred you to your Personal Portfolio Consultant to give you advice according to the terms and conditions of your policy. [that process cannot be faultered]
It is also fair to conclude that the Personal Portfolio Consultant further advised on the information you provided [a faulty stove] in relations to the terms and conditions of your policy, and wouldn’t have known the stove was built in unless such was explicitly mentioned.
In this instance a built in stove constitutes part of the building which you do not have cover for.
We regret to inform you that the claim was cancelled as you had no cover for a built in stove.
Trust the above is in order.
Dotsure Resolutions Team
Dear Nelson
We established that:
You have signed up for a Dotsure Smart Policy that covered your Home Contents and incepted on the 30th June 2018.
The terms and conditions of your policy were advised to you telephonically during inception of the policy, and the policy documents sent to you via email.
A definition of what contents means is stated on your policy documents as that: Contents means any movable items that you own, and keep in or around your home.
It appears that you called you called the insurer on the 21st September to enquire if they do cover for a technician call out fees.
The consultant advised on general terms as the question was not specific to your policy at that point. She advised that if a technician is dispatched to your home, should there be cover for the building structure and there are pipes that are damaged. Then in that case there would be cover for the callout fee and one hour actual work done.
She further asked for your details to access your profile in the intent to have a Personal Portfolio Consultant check for what you have specifically covered on your actual policy.
You were then put through to the Personal Portfolio Consultant that confirmed if you needed a technician dispatched to your home. She asked you for details as to what the issue you have is, pf which you advised that your stove switches on but the plates do not heat up. You asked if you could have a technician to have a look into the issue.
The consultant advised that she will have to log a claim and have the technician sent to check the problem.
When you asked if you would be required to pay anything. She further advised that it would depend on what is found to be faulty, and in an event where there would be parts that needs to be replaced, or the repairs takes more than an hour, then the cost will be for your account.
The claim was then referred to the Claims Department for processing. It is at this stage that it was established that the actual stove is a built in stove and not a stand-alone stove that would have been covered on your policy.
Given the facts above, it is fair to conclude that the first consultant gave general advice, of which she took further steps and referred you to your Personal Portfolio Consultant to give you advice according to the terms and conditions of your policy. [that process cannot be faultered]
It is also fair to conclude that the Personal Portfolio Consultant further advised on the information you provided [a faulty stove] in relations to the terms and conditions of your policy, and wouldn’t have known the stove was built in unless such was explicitly mentioned.
In this instance a built in stove constitutes part of the building which you do not have cover for.
We regret to inform you that the claim was cancelled as you had no cover for a built in stove.
Trust the above is in order.
Dotsure Resolutions Team