Motor-vehicle

I had accident yesterday morning at 8:15 on my way to work, I immediately reported the incident at 8:25 to my insurance. My car was towed at 10hrs because the guys from first help were there within 5 mins so I told the insurance I can wait for them to appoint their own, they should engage with the guy whose already here. We had to wait for authorization to be given first. After that I went to the SAPS to open AR report. The AA assistant was very helpful, they arranged transport for me to get home and sent the details of where my car would be situated. Her name is Hlengiwe very helpful lady. When I got home I contacted the insurance again, advised them my car was towed and transport was arranged for me to get home. I asked them about the claim I logged in the morning, they told me it's not registered yet an sms would be sent to me and I need to click on the link to register the claim. What an inconvenience so in my mind I'm thinking if you do not have data to do what they require, you are doomed and secondly their link is not even user friendly on the phone to be able to register, you either need to have a Laptop or PC. I couldn't put the details of the other guy as he doesn't have a South African Id only possess a passport. Also doesn't have a valid driver's license. Then they tell me I need to attach copies of the AR meanwhile the accident happened in Sandton and I leave in Soweto. DotSure has zero sense of urgency, no empathy, no first call resolution whatsoever! Upon me getting hold of all the information they required, attaching photos and the AR report. I called them after an hour to find out the process of the claim they told me they haven't received the photos 😒 I asked how come they said it could be the size of the photos maybe they should be sent bit by bit. I told the lady I was expecting that you guys would have already by now organized me a courtesy car to have means of transport to work and dropping off my kids at school. She advised me they are still waiting for the claim to be approved and the assessor to send through a quote and a report of the vehicle damages. Only then my platinum cover will activate to get funds and hire a courtesy car. There is no turnaround time no guarantee that if that can be sorted before the end of the day so that I can also have means of moving around. That is very ***********. My very first time putting through a claim that requires their full attention and it's been 5yrs. I would have preferred Oukhurst SA Underwriters, Dotsure is probably best for pet insurance, not motor-vehicle insurance. I called the panel beaters to find out when they can attend to my car so that my comprehensive cover which is linked to my platinum cover could be activated, they said it takes up to 72hrs meaning I will have to wait that long just to be assisted in getting means of transportation. I am paying two separate premiums and was expecting to be assisted separately.