Not happy with Dotsure at all.

1. Background* On 1 November 2024 I took out a Car Service and Component Cover policy with Dotsure Insurance. The total monthly installment is R478.61, of which R308.51 is allocated specifically to Component Cover. I have paid this premium without fail since inception.

*2. First Claim Incident – January 2026 In January 2026 my vehicle experienced an air conditioning fault. Upon submitting a claim, I was informed that this was not covered under the policy. I accepted this explanation at the time.

*3. Second Claim Incident – April 2026 On 4 April 2026 my car began cranking but would not start. I took it to Toyota Pretoria North for diagnosis. Their technicians determined the fault was with the fuel system and quoted R9,025.15 for a "Tube Assy Fuel Suct and Gasket Suction" including labour.

I immediately contacted Dotsure to log a claim under Component Cover. I spoke to a manager, Louis, who was dismissive and rude. He stated the part was not covered and terminated the call while I was still speaking.

Because the vehicle was already stripped for diagnosis and I required it for work, I had no choice but to pay the full R9,025.15 out of pocket to proceed with repairs.

*4. Evidence of Incorrect Rejection* Upon collecting my vehicle, I requested the replaced part from my service consultant, Rikie at Toyota Pretoria North. The part handed to me is clearly a petrol pump. My policy document explicitly lists the petrol pump as a covered component under Component Cover.

I contacted Dotsure again with this evidence. I was only told “we will look into the matter” with no resolution, reference number, or follow-up to date.

*5. Resolution Required* I have been a paying client since November 2024. On both occasions where a claim was necessary, Dotsure has failed to honor the Component Cover I am paying R308.51 per month for. In the April incident, the claim was incorrectly rejected despite the failed part being listed as covered.

I therefore request one of the following remedies within 7 days of this review: 1. *Reimbur*****t of R9,025.15* for the repair of a covered component that Dotsure wrongfully declined; OR 2. *Full refund of all premiums paid from 1 November 2024 to date* due to material misrepresentation of cover and failure to perform in terms of the policy.

Should this not be resolved, I will be escalating the matter to the Ombudsman for Short-Term Insurance and the National Financial Ombud Scheme SA, along with submitting this review to public consumer platforms.

*6. Service Conduct* The conduct of manager Louis on 4 April 2026 was unprofessional and unacceptable. Hanging up on a paying client seeking assistance is not in line with the standards expected of a financial services provider regulated under the FAIS Act.

I await your urgent written response.

Sincerely,

Mr. Herold Tebogo Pitse ***