The New DOTSURE.... Disappointing

Hi I put forward a claim for the wincreen of my car, and it was approved. Upon approval I was informed that the agent will get in touch and organise an appointment. The agent called on the same day, asked for my VIN number, and said the branch will call me for an appointment. The appointment was set for Wed, 9th Nov, at 15:00. Here're were my problems start 1. I get to PG Fourways, and the first thing they tell me is that the excess that I was informed by DotSure via sms that I will be paying is not. That is I was sent an sms to tell me that I will be paying R613.64 to the branch, however when I got there I was told that it is now over R800 that I have to pay.

2. I called in, and was promised a call back. That did not happen. I then called again, and spoke to Jazznique (excuse the spelling) who confirmed that the sms was sent to me. She tried to say that that was an estimated amount, but I was never informed at any point that the amount sent on the sms was an estimate.

3. We do appreciate the growth DotSure has seen over the years, as the first people that joined the insurance company, but I must say that the level of service you now provide has deteriorated, as there is no special attention to customers like you used to. I have been promised call backs, and in the past this would happen, nowadays, there are no call backs. Claims handlers like Chloe used to make sure one is taken care of, but recently with the new people it has been extremely disappointing.

4. The final nail in the coffin was when the agent that you are using yesterday (Wed, 9th) that they had ordered the incorrect windscreen and I am going to have to wait until next week for them to get it right. I don't understand how this happened when I provided a VIN number, and DotSure also has it. Now I need to be worried about the danger of driving with a cracked windscreen until I don't know when....

This is a real inconvenience and I cannot but express my disappointment at the "new" DotSure!!!!!!