DOTSURE IS HORRIBLE WITH ROAD ASSISTANCE

DOTSURE IS HORRIBLE HORRIBLE HORRIBLE!

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*Subject:* Formal Complaint – Unreasonable Claim Handling & Safety Risk | | Incident 24 March 2026 Name of Complainant: Rasumi Durais Policy Number : DTAG ***

I’m lodging a complaint regarding the handling of my roadside assistance claim on *24 March 2026*.

*What happened:* 1. At approximately 13:09 I hit two potholes on Villiers Road towards Gauteng, 35km before Wilge Plaza toll northbound. Both driver-side tyres were damaged. 2. I called Dotsure Roadside Assistance immediately. Response was extremely slow given the heavy rain and dangerous location. - Security arrived after *2 hours* - Low-bed truck arrived another *30 minutes* later 3. The operator instructed the tow driver to take my vehicle *34km backwards* to a tyre business. 4. I explained I had already fitted a spare tyre with help from the security guy, so towing backwards was unnecessary and unsafe due to poor visibility and risk of more potholes ahead. I requested to be towed *35km forward* instead. 5. The operator refused, saying the location could not be changed. A male agent then told me I could pay *R1690 cash* to the tow driver to go forward. I refused on principle and drove forward myself at risk. 6. Further down the road, the spare tyre burst again. I had to pull into Engen garage. My son drove from Boksburg with another spare. Repairs were completed by *1am*. 7. Out-of-pocket costs I incurred: -security guard tyre for R200 - son's trip from Boksburg R1500 + R300 -2 new tyres R1800 + repair to damaged suspension R250 TOTAL R4050.

This is unacceptable. I was stranded in heavy and persistent rain and it was dark in a high risk area for 2hours and 45 minutes before help arrived. Their team refused a reasonable , safer alternative route and demanded cash payment for a service I am paying premiums for. Their marketing states "freedom to choose", but in practice I had no choice and was penalised for trying to avoid further risk. I feel I paid premiums in in vain when I needed help most.

This is what I am requesting: 1. A written explanation of the policy wording used to justify refusing the forward tow. 2. Reimber*****t of the R4050 out of pocket costs caused by the delay and unreasonable routing. 3. Written confirmation of how Dotsure will handle similar situations in future to avoid putting clients at risk.

If I do not receive a substantive response within 10 business days, I will escalate this matter to the Ombudsman for Short term insurance without further notice.

Regards, R.Durais