Charles Moloi

My double door Samsung fridge became faulty (not cooling on one side), as a result of loadshedding. I then contacted my insurer (Dotsure) to claim the loss I had suffered. I submitted all required documents on time as per their request (I have a proof of my e-mail communication with them). After, say two 2 weeks, I received a call from one of their consultants informing me that my claim will not be paid out because my policy did not cover for loadshedding. I explained to her that the policy document I have states otherwise. She then told me that she was sorry, there is NOTHING she could do. I then told her that I was going to CANCEL my policy with them (DOTsure) since it is not serving my interests and even reverse my premiums, of which every person was going to do that. She then said OK and hung the phone. Later that day I received and e-mail from Dotsure stating that my ticket has been resolved and closed, I must rate my level of satisfaction and I did rate them "extremely poor". That was it, no one followed up. Then on 6 January 2023, I received a call from Dotsure consultant (Sikelelwa Buli) informing me that according to their side (claims department), my claim was not finalized and I must resend her the documents. I then explained what happened with this claim and then send her the documents she asked for. I even forwarded her my e-mail communications with the previous consultants. She then after 7 days came back to me to inform that my claim was declined because I had cancelled my policy, in spite of explaining and even sending her the reason for my cancellation. The sad part is that I have been paying my monthly premiums from 2018 and now this is what they do when I need them the most. I then escalated the matter to their Internal resolution office and explained again all the above facts. Then their internal resolution officer (Samantha) declined my claimed on the grounds that did not make sense to me. I am not sure whether she was dodging the bullet or what, because I cancelled my policy an