DOTSURE IS A ****

We were involved in an accident whereby a pedestrian jumped in front of our car. The car was damaged. My husband and I are not happy with the service received from dotsure. 1. Dotsure tells us that our excess will go from R3000 to R7000 because there was no 3rd party involved. I asked them to explain the logic behind that. I believe if there is a 3rd party involved, there are more costs involved and it would make sense for the excess to be high. But the person bumped my car and I have to bear the high costs of the excess fee. The lady I spoke to explained to me that if there is no 3rd party involved, it's impossible for them to claim the excess fee from the pedestrian who bumped our car. When there is a 3rd party involved, it's possible for them to claim the excess from the 3rd party. However, on my 1st accident with the 3rd party no excess was claimed back from the 3rd party. This is just a contradiction and empty promise. On my 2nd accident, I had to make calls to the 3rd party to get the excess while my so-called insurance was doing nothing about the situation.

2. When I spoke to Ntombovuyo regarding how unhappy we are about the excess fee, she said she would forward us an email address so that we can escalate our complain to them. Instead we received a threatening email. The attached letter for Ntombovuyo stated that if we don't accept that they continue with the repairs in the next 7 days then they will no longer repair the damages to the vehicle. I responded to the email seeking an explanation but she never responded. I called requesting to speak to her but was told she was on another call. I then explained my situation to another lady but she deliberately hung up on me when she could not give me a proper explanation regarding the excess fee and the 7days letter.

3. Ntombovuyo called to tell us that the cost of the damages to the car will be R18 000. I was not happy because the costs were based on the pictures that I sent. My car was not assessed. My 1st accident had minor damages but the costs were over R40 000. The current damages are more than the 1st accident but surprisingly the costs are far less. The 1st accident was assessed by the panel beaters to get the costs of fixing the car but now the costs were thumb sucked because no panel beater assessed the car.

4. The lady that I spoke to after Ntombovuyo said that she will give my contact number to management so that they can assist me regarding my complaint. When I asked her when should I expect their call, she said they will 1st have to evaluate how serious my concern is and that will determine if they will give me a call. I'm a paying client and I believe my concern should be attended to.

We had to hire a car because the courtesy car was removed from the insurance yet we pay a high fee. And now we have to pay an excess of R7000. Is there really any logic in that. On top of that I'm frustrated with the service that I received. This is not how a paying customer should be treated. On top of that, excess fee on my other insured has doubled and others tripled. I would never recommend dotsure insurance to anyone. I don't want to associate myself with dotsure ever again