Do better Dotsure, our pets deserve care too

I am really unhappy regarding the handling of my third-party claim following a dog bite incident.

The incident was reported and a third-party claim was submitted within a day of it occurring. I understand that this took place during the holiday period, and I was therefore prepared for reasonable delays. However, the lack of follow-up and communication since then is unacceptable.

I was advised by your representative that the insurer would contact the third party directly and that, should there be no response by 12 January 2026, I would be contacted so that I could assist by engaging with the third party at their premises if necessary. As of today, 20 January, this has not occurred. I have since been informed that no contact has been made with the third party at all.

In addition, I sent follow-up emails on 15 January 2026 and again on 19 January 2026, requesting updates on the claim. To date, I have not received any meaningful response or progress update. Instead, I have had to repeatedly call in to enquire about the status of the claim, I spoke to a rude receptionist and an unbothered person dealing with my claim. This defeats the purpose of having insurance support, particularly in a situation where prompt and proactive handling is required.

I took out this insurance specifically to ensure that I would be supported and guided during incidents such as this. The failure to follow through on commitments made, combined with the lack of communication and urgency, has caused unnecessary stress and has significantly eroded my confidence in the service being provided.

This is my first claim with your company, and the experience so far raises serious concerns about how future claims would be handled. If there is already a lack of accountability, follow-through, and communication at this stage, it leaves me uncertain about whether I would receive reliable support should another claim arise. This is not the level of service or reassurance I expected when taking out this policy.

I request the following as a matter of urgency:

* Confirmation that the third party has now been contacted, or a clear explanation as to why this has not yet occurred * A detailed update on the current status of the claim * Clear next steps and realistic timelines for resolution * Assurance that communication and follow-up will be handled more effectively going forward

I trust that this complaint will be treated seriously and addressed without further delay. I look forward to your prompt response.