sM
solomon M
1 reviews | Active since Aug 2012
04 Apr 2019, 17:28
I want refund and my car back
I joined the insurance in June 2017 I have neve reported anything till February 2019 when I got stuck between Hazyview and whiteriver around 01am I called for help which I didn't get it stayed on the road for two days then I hired a very expensive towing car to Acornhoek. I called them again on the 28th and they promised to come in 45min, call again on monday and tuesday "give us 20m" they say nothing happened they only show up on Wednesday around 9am after towing my car I haven't heared anything from them even today I don't know how is my car no calling no sms nothing. Regards Solomon Mathebula
Helpful (0)
Replies (2)0
Replies (2)
dotsure.co.za's replyOfficial
05 Apr 2019, 10:37Dear Solomon
Thank you for contacting us.
Kindly note that our turnaround time for complaint investigation is 14 days. A consultant from our Resolutions Team will be appointed to deal with your complaint. The appointed consultant will communicate directly with you using the contact details we have on our records or as provided by you. A comprehensive response will be sent to you on completion of the investigation and feedback will also be posted on this platform.
We trust you find the above in order.
Regards
Dotsure Resolutions Team
Dotsure Resolutions Team
dotsure.co.za's reply05 Apr 2019, 10:37
Official
Dear Solomon
Thank you for contacting us.
Kindly note that our turnaround time for complaint investigation is 14 days. A consultant from our Resolutions Team will be appointed to deal with your complaint. The appointed consultant will communicate directly with you using the contact details we have on our records or as provided by you. A comprehensive response will be sent to you on completion of the investigation and feedback will also be posted on this platform.
We trust you find the above in order.
Regards
Dotsure Resolutions Team
Dotsure Resolutions Team
dotsure.co.za's replyOfficial
16 Apr 2019, 17:02Dear Solomon
We confirm that your policy had cancelled in February 2019 as your monthly premium was reversed. The policy was then reinstated for the month of March 2019, and you had agreed on a debit on the 28th of February 2019 to provide you cover from the 1st March 2019. Following the outcome of your Tow Assistance on 03 March 2019, where you called in for tow assistance to be done on 04 March 2019.
We confirm that your policy had cancelled in February 2019 as your monthly premium was reversed. The policy was then reinstated for the month of March 2019, and you had agreed on a debit on the 28th of February 2019 to provide you cover from the 1st March 2019. Following the outcome of your Tow Assistance on 03 March 2019, where you called in for tow assistance to be done on 04 March 2019.
The content of your dispute has been duly noted. Our office has investigated the matter and we wish to respond as follows.
- The debit order that was arranged to reinstate your policy was debited off your bank account as arranged only to reflect on the insured’s system on the third day.
- When you called in the Road Side Assistance and requested Towing Service, your policy was active, however, the premium had to be verified and reflecting on the system for the service to be dispatched.
- This was the cause of the delay, however, we sincerely apologise that there was no communication to you in this regard.
In light of the above, we apologies for the lack of communication, and further confirm that the debit order for March 2019 was later reversed, which cancelled your policy.
Regards,
Dotsure Resolutions Team
Dotsure Resolutions Team
dotsure.co.za's reply16 Apr 2019, 17:02
Official
Dear Solomon
We confirm that your policy had cancelled in February 2019 as your monthly premium was reversed. The policy was then reinstated for the month of March 2019, and you had agreed on a debit on the 28th of February 2019 to provide you cover from the 1st March 2019. Following the outcome of your Tow Assistance on 03 March 2019, where you called in for tow assistance to be done on 04 March 2019.
We confirm that your policy had cancelled in February 2019 as your monthly premium was reversed. The policy was then reinstated for the month of March 2019, and you had agreed on a debit on the 28th of February 2019 to provide you cover from the 1st March 2019. Following the outcome of your Tow Assistance on 03 March 2019, where you called in for tow assistance to be done on 04 March 2019.
The content of your dispute has been duly noted. Our office has investigated the matter and we wish to respond as follows.
- The debit order that was arranged to reinstate your policy was debited off your bank account as arranged only to reflect on the insured’s system on the third day.
- When you called in the Road Side Assistance and requested Towing Service, your policy was active, however, the premium had to be verified and reflecting on the system for the service to be dispatched.
- This was the cause of the delay, however, we sincerely apologise that there was no communication to you in this regard.
In light of the above, we apologies for the lack of communication, and further confirm that the debit order for March 2019 was later reversed, which cancelled your policy.
Regards,
Dotsure Resolutions Team
Dotsure Resolutions Team