Disappointing Customer Service Experience at Dotsure

I contacted Dotsure on the morning of 13 November to cancel my policy, as I no longer wanted it. I spoke to a consultant named Duduzile, who explained the payment may still be deducted and that my refund would be done on a pro-rata basis. I told her I didn’t understand why and asked her to explain, which she did, but I still wasn’t happy with the outcome.

I then asked her to send me proof that I was informed about this pro-rata refund policy when I first signed up, or at any point before my cancellation, to show that I knew this was the case. Instead of handling my query professionally, her attitude became hostile and dismissive. I made it clear that if Dotsure could provide evidence or a clearer explanation, I would accept it and take accountability. But what I will not accept is being spoken to in a condescending manner as if I’m “just supposed to know" and "just accept it".

Then, suddenly, the phone went quiet and the line disconnected. There was no issue with my phone, I called back immediately and was connected to another agent, Tarryn, who was an absolute sweetheart. She reassured me, handled my query with patience, and the fact that I spoke to a few agents before and after Duduzile confirmed to me that there were no issues with the line.

Before speaking to Tarryn, I first reached another agent who told me that Duduzile was on another call and couldn’t take my call right now. I’m sorry, what? I thought the line “dropped” due to technical issues or whatever? Even if that were the case, Dudu should have called me back immediately, apologized for the inconvenience, and continued to assist. Having worked in the contact centre industry myself, I know this tactic all too well, and it’s unacceptable.

And this is exactly the reason I decided to cancel my policy. Once I signed up and had everything set up, it was radio silence from Dotsure’s side. I couldn’t even sign up for the app, I was supposed to receive an “invitation code” or something similar, which I never received.

How am I supposed to feel comfortable and confident in a company that’s meant to take care of me and my car when this is the attitude I experience? If this is how queries and cancellations are handled, what will happen when the time actually comes that I need their assistance?

Overall, Tarryn deserves recognition for her kindness and professionalism, but Duduzile’s behaviour overall is disappointing. Customer service and follow-up need serious attention.