Delayed Assistance for Locksmith Service

I am sharing what I nexperienced with Dotsure’s roadside emergency services on Friday, March 28, 2025.

On the evening in question, at approximately 20:30, I accidentally locked my car keys in the boot while at a local shopping centre. As my vehicle is insured under a business insurance policy with Dotsure for e-hailing services, I immediately contacted Dotsure for assistance. At 20:51, AA responded via WhatsApp, requesting my location and informing me that they would call back once a locksmith had been arranged.

After waiting for 30 minutes in the cold and dark parking lot, AA called to inform me that a locksmith had been dispatched from Johannesburg. However, I am based in Pretoria, and the technician was approximately 50 minutes away. Given the circumstances—I was feeling cold, hungry, and experiencing discomfort due to asthma—I requested that they locate a locksmith closer to Pretoria. Unfortunately, the representative informed me that no locksmiths were available in Pretoria.

The technician later confirmed that he was traveling from Evaton, which is approximately 1 hour and 33 minutes away from my location. I expressed my frustration about the distance, as I was already struggling with the cold and worsening asthma symptoms. Additionally, the security personnel at the shopping centre were preparing to lock the gates, further adding to my distress.

By 22:00, after waiting for nearly an hour without resolution, I decided to cancel the request. I was forced to search online for a local locksmith, who arrived within 15 minutes and resolved the issue at my own expense. This experience was both inconvenient and stressful, especially considering the urgency of the situation and my health concerns.

I believe that Dotsure and its service providers should have been better equipped to handle this emergency, particularly by sourcing a locksmith in closer proximity to my location. I kindly request an explanation for the delay and inadequate response, as well as a review of the processes in place to ensure such situations are handled more efficiently in the future.