Backwards Service terrible

I have been insured with Dotsure since 2017 with no issues, no claims for a couple of years, reccomended people to them. Had a claim and the excess was an issue.

Now driving home after spening time with the family, a stone from a coal truck struck my radiator, that warning light came on and I pulled of not knowing what is happening.

Got roadside assit to get me to the dealership, the dealership had a look and showed where the stone impacted the radiator, so I cant claim from warranty, they said try the insurance. The very next morning I contact Dotsure just to check is they actually do cover it.

Turned out they do, I was impressed, as I got a quote for a new one from the dralership. After being on the ohone for avout 17 min with having to hold on a few times the call got cut, I oboned back asked to speak to the lady she was busy on amother call and would call me back. I emailed another lady and explaiend that I dont know if the claim was logged the call got cut. In return she gave me a number to phone amd speak to her. After answering aome questikns from the receptikn I was transfered the phone rang and tgen went dead

I them emailed whom ever I could, eventually another lady phones me back and says, it wont be approved its a mechanical fualt as there was no impact to the car. Yet the stone impacted the radiator, then she told me it wont be woth it as eh excess would be around R9000 all of a sudden. The auote was for just over R18000 yet the excess jumps to R9000. Amazing service from people who get the premium every month.

So now I am stuck from home trying to make a plan to see and phoning companies that are closed, to get my insuered car amd then get back home since 28th Decdmber.

Dotsure has gone backwards and is no longer reliable. I have all ready been in contact with another insurance comopany that quoted me slighly more than what I am paying now at Dotsure. The new year will see me moving aling but this minth they got the premium all readt and I wll give them a month notice