Dotsure Insurance – A Deeply Disappointing Experience

I have been a loyal customer of Dotsure Insurance since 2021, consistently paying my monthly premiums of R3,769.71 without fail. Until recently, I had never submitted a claim. Unfortunately, my first experience with their claims process has left me deeply disappointed and frustrated. My vehicle was involved in an accident a week ago while being driven by my son, who had my full permission and holds a valid South African driver’s licence. According to my policy, this is an Open Driver policy, which allows anyone with my permission and a valid licence to drive the vehicle, provided they are over 25 years old and have held their licence for more than two years. My son is under 25 and has held his licence for just under two years. Based on this, Dotsure declined my claim, stating he does not meet the age requirement or license requirement. However, the policy also outlines Specific Conditions and Additional Excesses, which clearly state that in such cases, an additional excess of R2,500 applies. I was willing to pay this excess, yet my claim was still rejected. What followed was a series of unprofessional interactions:

I submitted all required documents and photos, yet received no clear feedback. Every time I called to follow up, the call dropped during the claims discussion. I received multiple messages saying Dotsure was trying to contact me, but I had no missed calls and my network was stable. The consultant who eventually informed me of the claim rejection was dismissive and unprofessional. Most concerning of all, I still do not know where my vehicle is. Dotsure arranged the towing, but the garage they claim to have sent it to has no record of it. I am now considering reporting the vehicle as ******.

This experience has been nothing short of distressing. I expected professionalism, transparency, and support from an insurer I’ve trusted for years. Instead, I’ve been left with no vehicle, no assistance, and no accountability from Dotsure. Once this matter is resolved, I will be terminating my relationship with Dotsure Insurance. I cannot continue to pay premiums to a company that fails to support its clients when they need it most.