1 reviews | Active since Dec 2017
Have it in writing this specific surgery would be covered and now when I submit the claim, they say sorry no pay
When I first got dotsure as a policy for my animals, they were fantastic and no problems. Now when I actually need them for a serious operation for my dog, I get told they not paying a cent for the claim I submitted.
On the 19th June 2020, I sent dotsure an cost estimate from the specialist on the surgery my dog is needing. Not even a few hours later, a staff member phoned to let me know that full payment will not be done but portion of it will be paid and gave me the breakdown. She emailed me to show me the breakdown of what willl be covered and paid back to me. I was okay with that and over the weeks have mananged to get the full amount as I would have to pay the specialist upfront. Due to covid-19 and my financial situation, I had to get a loan etc.
My dog had surgery on the 13th July 2020 and I submitted the invoice, claim form etc to them on the 16th July 2020. I get a call now from dotsure to state they are not paying a cent for this claim as the woman who orignally phoned me and emailed me about what will be paid out was incorrect and didnt do her job properly. I explained to the woman that I have it in writing and if I knew dotsure was not going to pay the portion they said was covered on my policy, I would have not gone ahead with the surgery until I was able to financial cover it.
I have asked dotsure to please email me in writing why they will not pay anything and have not received anything as yet. I am very upset and disappointed in the service of dotsure and now have to find the funds to try pay my loan back.
I am at the point where I spend over R900.00 a month on medical aid for my animals with dotsure and if major operations are not covered, then I am going to cancel my policy.
Thank you so much for getting in touch with us and bringing this to our attention. We are so sorry to hear about your experience and apologise for any inconvenience caused. We have referred this to the relevant department and one of our representatives will be in contact with you to investigate this matter further.
Thanks, dotsure.co.za
Thank you so much for getting in touch with us and bringing this to our attention. We are so sorry to hear about your experience and apologise for any inconvenience caused. We have referred this to the relevant department and one of our representatives will be in contact with you to investigate this matter further.
Thanks, dotsure.co.za
Antionette is he dotsure pet claim representative that helped me with the cost estimate for Oh-dis. I had one of your representatives phone me yesterday, thank you and said they will get back to me concerning my claim. I am waiting for a reply, email etc. as I have heard nothing further.
Antionette is he dotsure pet claim representative that helped me with the cost estimate for Oh-dis. I had one of your representatives phone me yesterday, thank you and said they will get back to me concerning my claim. I am waiting for a reply, email etc. as I have heard nothing further.
After two calls from a Dotsure representative informing me that the claim has been esculated to management, I finally get a call this morning, Monday 20th July 2020 to inform me that partial payment of the claim will be paid out. I get the breakdown emailed to me to see that I am being charged 10% excess fee even though I pay every month an excess buster fee for this particular policy for my dog. What is the point of paying for an excess buster fee every month if I am still being charged an excess fee. Really not a happy client with Dotsure.
After two calls from a Dotsure representative informing me that the claim has been esculated to management, I finally get a call this morning, Monday 20th July 2020 to inform me that partial payment of the claim will be paid out. I get the breakdown emailed to me to see that I am being charged 10% excess fee even though I pay every month an excess buster fee for this particular policy for my dog. What is the point of paying for an excess buster fee every month if I am still being charged an excess fee. Really not a happy client with Dotsure.