Dismal claims process and unhelpful consultants

The claims department at Dotsure are unhelpful and insensitive to say the least. The AI portal used to submit the claims does not request sufficient information in order for claims to be correctly assessed. My dogs accident claim was incorrectly processed as an injury claim within 24 hours without any additional evidence requested to correctly assess the claim. The company prides itself on the efficient payout time, however this compromises the quality of work and attention put in to each case. Consultants are EXTREMELY unhelpful in correcting their error and do not understand the basic POPI act requirements in place to protect the Vet and prohibit the vet from disclosing pet medical history to individuals. The consultant has time and time again requested I get the vet history after the vet has sent the relevant documents and requested that I, as the consumer and the responsible adult for the pet, upload the medical history to the portal, which laws in place prohibit me from obtaining. This makes the claims process inconvenient, inhumane, insensitive and just overall unpleasant.

Based on this single experience alone, I will be seeking pet insurance else where and would not recommend any of my family, friends and colleagues to take out an Elite policy with dotsure.