Appalling Service from Claims Department and Delay in Paying Out Claims

Appalling service from Dotsure Claims and have been waiting 3 weeks for my claim to be paid out. All requested documents have been forwarded to the Claims Department yet NO ONE bothers acknowledging receipt of any of the emails I have submitted. No one provides me with any feedback on the progress of the claims, despite my repeated requests for them to do so. My calls are never returned either!

The incident from which these claim arose was extremely traumatic for my family and I and as it is, my 12 year old daughter is currently undergoing trauma counselling and seeing a Psychologist as it affected her very badly. Dotsure is now adding to our trauma as we feel we are being treated unfairly.

Perhaps Dotsure and it’s staff need to fami****ise themselves with the “Treating the Customer Fairly Act” as it is clear that they do not understand the concept of it.

No other Insurer takes this long to pay out a claim, and the funny thing is that I removed my vehicle from my Policy and about a month ago put my vehicle back on my Dotsure Policy and I have been insured with Dotsure for years since they were originally Oakhurst.

I stressed to my Claims Handler the urgency of replacing my phone as BOTH of my phones were taken during the incident and I have had to borrow a phone from someone who now wants their phone back, this will leave me in a position where I will be uncontactable which will have a severe negative impact on my Business as my clients will not be able to reach me.

I pay my monthly premiums on time every month and have been a loyal client to Dotsure, so why can Dotsure not afford me the same courtesy?

I have been left with no other alternative other than to file a complaint to the Short Term Insurance Ombudsman and have also contacted the SAIA to inform them of non compliance to the Code of Conduct.

I want my claims resolved TODAY as I have waited long enough and have been pushed from pillar to post. I have provided the required SAPS Case Number and Investigating Officers details to Dotsure for them to verify the incident which occurred, so why are we being treated like the ********* here and constantly requested for more and more proof to substantiate the claims?

Please ensure that my claims are paid out today still!