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Nadine E

1 reviews | Active since Aug 2020

02 Jul 2021, 06:50

TOTAL LACK OF CUSTOMER SERVICE & COMPREHENSIVE INSURANCE IS NOT COMPREHENSIVE

I have been with Oakhurst for several years and was always happy with them and their claims process. Now since becoming Dotsure, I'm very disappointed in the complete decline in customer service. I have yet to have them assist me with my current claim, they are dictating what I must do instead of trying to help me to get it done. They place me under a 7-day restriction to get this claim resolved, but I have to chase and chase and chase, to get someone to call me back and assist me. I also have a job to do and they are not helping me at all. They are not living up to their promise of COMPREHENSIVE insurance. Now, I will think twice before recommending Dotsure and sadly I was one of the customers who sang constant praises about them as Oakhurst in the past. Very disappointed.

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Replies (2)
dotsure.co.za
dotsure.co.za's reply02 Jul 2021, 07:51
Official
Hi Nadine,

Thank you so much for getting in touch with us and bringing this to our attention. We are so sorry to hear about your experience and apologise for any inconvenience caused. We have referred this to the relevant department and one of our representatives will be in contact with you to investigate this matter further. 

Thanks, dotsure.co.za
NE
Nadine E's update03 Jul 2021, 13:45
Reviewer Update
Problem now resolved, thank you. Some staff have somewhat resorted my confidence in Dotsure. It's just a pity I had to fight, take to social media and contact Dotsure Dispute Resolution Team, to get the claim resolved. For future reference Dotsure need to make more effort at the outset of the claim to communicate properly with its customers, answer their questions and return calls concerning claims more promptly and provide the advice we ask for, like they used to in the past, before Covid-19 started complicating things for all concerned.