Claim Approved Telephonically, Then Declined – Shocking Service After 9 Years

We are extremely disappointed in the service received from Dotsure regarding a recent claim.

My vehicle was damaged in a hit-and-run accident, and a claim was lodged. We were contacted telephonically and advised that the claim had been approved, and we were even given an estimated excess amount. Based on this, we proceeded under the impression that everything was in order.

To our absolute shock, we then received a formal letter stating that the claim has been declined.

The reasons provided are completely unacceptable and were never communicated to us when the policy was taken out:

We were never informed that a tracker was a requirement. Had this been made clear, we would have installed one immediately. We have been advised telephonically by one of the consultants that it is not necessary for my vehicle as it is a low risk vehicle. (Mentioned when we submitted the claim)

An inspection report was submitted at policy inception, which Dotsure now claims was not received.

There are serious inaccuracies in their records – my husband’s vehicle does have a tracker installed, yet their system reflects otherwise, even though we were instructed by them to install it.

We have been paying for an excess buster from day one, with proof of monthly deductions, yet this is also being disputed.

In addition to all of the above, we are now also being charged an additional fee/excess due to the hit-and-run, simply because we do not have the third party’s details. This is extremely unfair, as a hit-and-run is completely beyond our control, and we are effectively being penalised for being the victim.

We have been loyal clients for 9 years, paying our premiums on time without fail. Never claiming for any sort of damage.This level of service, poor record-keeping, and lack of accountability is completely unacceptable. That being said, consultants only apologise but can't provide you with any answers to why this is happening.

To make matters worse, we are still waiting for management to contact my husband, despite being told this would happen.

This experience has been incredibly frustrating and disappointing. I expect this matter to be urgently reviewed and resolved.