Poor Service and Unfair Treatment by Dotsure

I would like to formally raise awareness regarding the extremely poor service and unfair treatment I experienced with Dotsure Insurance relating to claim reference NYPD***.

Following an accident on 03 February 2023 involving one of Dotsure’s insured clients, my vehicle was towed to FNR Panelbeaters at Dotsure’s instruction for assessment. I never requested or authorized this towing arrangement.

The vehicle then remained at the panelbeaters for over 5 months with little to no communication, updates, or resolution from Dotsure. During this time, storage fees accumulated excessively due to delays that were completely outside of my control.

Eventually, I was informed that storage fees had escalated to approximately R34,000, while Dotsure failed to take responsibility for or cover the continuously increasing storage costs caused by the prolonged delays. After a dispute with FNR Panelbeaters regarding the release of my vehicle, an agreement was eventually reached whereby I paid R6,500 in order to secure the release of my vehicle. This payment was made purely to recover my vehicle and mitigate further losses.

To make matters worse, after more than a year of delays and inconvenience, Dotsure withdrew their settlement offer, alleging that I “paid the insured’s excess.” This allegation is completely unreasonable, as the payment made was only to secure the release of my vehicle from storage and not to benefit under their policy.

As a business owner, I also suffered operational disruptions and financial losses due to the prolonged unavailability of my vehicle.

I have now escalated the matter to the Office of the Ombudsman for Short-Term Insurance for investigation into:• Unreasonable delays• Poor communication• Unfair storage costs• Withdrawal of settlement offer• Financial prejudice suffered

I believe consumers deserve fair and transparent treatment, and I hope this complaint encourages accountability and improved service standards. Regardless of being a third-party claimant, I still deserve fair, reasonable, and just treatment throughout the claims process.