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Phindile M
1 reviews | Active since Jun 2015
21 Oct 2025, 09:39
Dishonoring payment after accident
Started using Dotsure in 2022 and they did mention that they required a smart phone or that if their Smartapp can't track my trip they would have a right to dishonor their agreement to pay should I be involved in an accident. My policy does not include this and that is something I did not agree to considering I travel to places with no network often. They refuse to pay because their app couldn't track my trip and I did not agree to this. They changed the policy without calling me to notify me of these CRUTIAL changes which could lead to me cancelling my insurance. They didn't bother to call me to get my consent to ensure that I agree or not agree to these new terms and conditions. It's not my responsibility to follow up with you to determine what you have or have not changed in my contract. They are doing everything to avoid paying for my accident. They even changes my policy number without calling me about this
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Replies (3)
dotsure.co.za's replyOfficial
21 Oct 2025, 09:53Hi Phindile, Thank you so much for getting in touch with us and bringing this to our attention. We are so sorry to hear about your experience and apologise for any inconvenience caused. We have referred this to the relevant department and one of our representatives will be in contact with you to investigate this matter further. Thanks, dotsure.co.za
dotsure.co.za's reply21 Oct 2025, 09:53
Official
Hi Phindile, Thank you so much for getting in touch with us and bringing this to our attention. We are so sorry to hear about your experience and apologise for any inconvenience caused. We have referred this to the relevant department and one of our representatives will be in contact with you to investigate this matter further. Thanks, dotsure.co.za
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Phindile M's updateReviewer Update
22 Oct 2025, 09:49I still have not received any form of communication from Dotsure. Sinawo Sithukuthezi refused to escalate the matter despite Dotsure. They have decided not to respond to emails. Despite violating the Advance Notice to their clients as required by the Consumer Protection Act that requires the Supplier to give the consumer adequate advance notice of any proposed change to the terms and conditions, especially if those changes are material, significant, or disadvantageous to the consumer. They notify me on increased premiums however I never received an email that notes that the terms and conditions of my contract are changing. Its been 3 days, I have nor received an email or a call from Dotsure
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Phindile M's update22 Oct 2025, 09:49
Reviewer Update
I still have not received any form of communication from Dotsure. Sinawo Sithukuthezi refused to escalate the matter despite Dotsure. They have decided not to respond to emails. Despite violating the Advance Notice to their clients as required by the Consumer Protection Act that requires the Supplier to give the consumer adequate advance notice of any proposed change to the terms and conditions, especially if those changes are material, significant, or disadvantageous to the consumer. They notify me on increased premiums however I never received an email that notes that the terms and conditions of my contract are changing. Its been 3 days, I have nor received an email or a call from Dotsure
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Phindile M's updateReviewer Update
24 Oct 2025, 10:15I requested the claim to be escalated by the consultant I was engaging with last week (week of 13th Nov) Sinawo Sithukuthezi. I also requested her to share the recording of my initial discussion with Dotsure which would include the terms and conditions of the contract that I agreed to however she hasn't sent it nor has she escalated the matter. Instead of addressing the issue she sent a complaints form. I also called Dotsure on Monday (20th Nov) to determine the status of my claim since my request to escalate and the Dotsure consultant I spoke to, told me that Sinawo has resigned from Dotsure. To my surprise Sinawo sent a complaints form on the 24th of November. The same consultant also indicated that Netstar is not the service provider of the smart driver app since I had requested her and Sinawo to get Nestar to have a look at the hardware and indicate if its faulty. She told me that the smartapp is a Dotsure hardware and they do not have engineers. Dotsure that don't have a clear business process in place, no one is responsible for managing escalations. When juniors can't address a matter, they simply stop responding to email and when you call, they have a script of lies (Sinawo resigned and Netstar not being a service provider of the smart driver hardware). They are a *****. I wouldn't advice anyone to waste their money on this ***** of a company.
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Phindile M's update24 Oct 2025, 10:15
Reviewer Update
I requested the claim to be escalated by the consultant I was engaging with last week (week of 13th Nov) Sinawo Sithukuthezi. I also requested her to share the recording of my initial discussion with Dotsure which would include the terms and conditions of the contract that I agreed to however she hasn't sent it nor has she escalated the matter. Instead of addressing the issue she sent a complaints form. I also called Dotsure on Monday (20th Nov) to determine the status of my claim since my request to escalate and the Dotsure consultant I spoke to, told me that Sinawo has resigned from Dotsure. To my surprise Sinawo sent a complaints form on the 24th of November. The same consultant also indicated that Netstar is not the service provider of the smart driver app since I had requested her and Sinawo to get Nestar to have a look at the hardware and indicate if its faulty. She told me that the smartapp is a Dotsure hardware and they do not have engineers. Dotsure that don't have a clear business process in place, no one is responsible for managing escalations. When juniors can't address a matter, they simply stop responding to email and when you call, they have a script of lies (Sinawo resigned and Netstar not being a service provider of the smart driver hardware). They are a *****. I wouldn't advice anyone to waste their money on this ***** of a company.