Disappointing Claim Experience and Lack of Transparency Regarding Excessive Excesses

I am writing to express my extreme disappointment with Dotsure's handling of my grandmother's recent vehicle insurance claim. While the assessed repair cost was R18 390.09, the claim was rejected outright due to an exorbitant total excess of R42 000. What is particularly concerning is the lack of transparency surrounding these excessive excess amounts during the initial policy sale. My grandmother was not clearly informed that both a "Basic Excess" and an "Additional Excess" would be app**** at a minimum of R21 000 each, especially in a situation where no third party was involved. This critical information, which effectively renders the insurance useless for claims below this very high threshold, was not adequately disclosed. As a result, my grandmother, who diligently paid her premiums, is now left to bear the full cost of the repairs. This experience highlights a potential issue with Dotsure's sales practices and the clarity of their policy terms. It feels as though the policy was sold without fully informing the client of the significant limitations imposed by these combined, high minimum excesses. We attempted to resolve this by requesting access to sales recordings to understand what was communicated during the policy purchase, but the rejection of the claim based on these seemingly undisclosed terms is unacceptable. Prospective customers should be extremely cautious and thoroughly scrutinize the excess structure and its implications before signing up with Dotsure. This experience has been incredibly frustrating and has eroded any trust we had in this insurance provider. We are now considering further action with relevant consumer protection bodies.