Complaint Against Dotsure Insurance – Third Party Claim SUZU***

I, Ibrahim Nurudeen, am writing to urgently seek assistance regarding the handling of a third-party claim by Dotsure Insurance (Dotsure.co.za). On 19 December, I was involved in a severe motor vehicle accident caused by Dotsure’s insured client, Mr Geoffrey. My vehicle was parked and stationary on the far left lane (3rd lane) of Beyers Naudé Drive. I was standing behind my vehicle together with three friends when Mr Geoffrey recklessly overtook at high speed, crossed from the middle lane into the far left lane, and knocked three of us into my parked vehicle. As a result of this incident, we were seriously injured and transported to hospital immediately. The following day, we went to the police station to open a case. We were informed that Mr Geoffrey had already opened a case for the same incident and that we could not open a separate one. Upon reviewing his statement, we discovered that he misrepresented the facts, stating that my vehicle was in motion and that there was a collision between vehicles. He failed to mention that pedestrians were struck. We immediately disputed this and provided our own written statements correcting the false information. The case was sealed and recorded under Case Number: AR:126/12/2025. Mr Geoffrey then provided me with his third-party claim reference number: SUZU***, and I contacted Dotsure to follow up. From this point onward, the service I received from Dotsure has been extremely poor and distressing: I was told I would receive claim forms immediately after my first call. This did not happen. I had to make multiple follow-up calls over 10 working days before the forms were finally emailed to me. I completed and returned the forms the same day, together with all requested supporting documents. Despite this, I received no feedback and had to repeatedly call before finally getting through to a representative. When contact was made, I was told my documents were received and that the claim could take up to 60 working days to be finalised. Five working days later, I was informed that my documents were allegedly incomplete and that I needed to submit three panel beater quotations. I explained that this was impossible because I did not know where my vehicle was. Mr Geoffrey had personally told me that Dotsure authorised the towing of both vehicles to a yard in Randburg. Dotsure then instructed me to contact Mr Geoffrey to find my vehicle’s location. Unfortunately, Mr Geoffrey has not answered a single call since the accident. Dotsure assured me they would contact their client directly. This process dragged on for almost two weeks with constant follow-ups from my side. Eventually, I was told my vehicle was in Randburg and that the address would be sent to me. Before receiving this information, I received a call from a different towing company stating that they had my vehicle and that I owed them R27,000 in storage and towing fees. I immediately contacted Dotsure to report this, only to be told that they will not be liable for these costs. This is my current situation. My vehicle was my only source of income. I am currently unable to work, I have two young children (ages 5 and 7) who have returned to school, and I am struggling to afford basic necessities such as school stationery, rent, and food. I am pleading for assistance through this platform, as I have exhausted all reasonable attempts to resolve this matter directly with Dotsure. I trust that this complaint will be taken seriously and addressed urgently. Yours sincerely, Ibrahim Nurudeen 📧 *** 📞 ***