TU***-1 and Claim Number: TU***, dated 13 January 2026

Hello Peter,
I trust you are well.
I am writing to formally appeal the rejection of my mechanical breakdown claim (Claim No: TU***). The stated reason for declining is the 60-day waiting period.
I wish to highlight the following:
My policy commenced on 16 October 2025. Counting 60 calendar days from this date, the waiting period ended on 15 December 2025, and coverage became active on 16 December 2025. The breakdown occurred on 12 January 2026, clearly after this period.
More importantly, the policy documents I received initially prescribed a 30-day waiting period for mechanical breakdown claims. Changing this to 60 days after the policy was taken out is neither communicated properly nor valid under the principles of fair insurance practice. This retroactive adjustment does not hold water, as it unfairly penalizes policyholders.
I took out this policy in good faith, have comp**** with all requirements, and had the vehicle serviced on 26 November 2025 as required.
In light of the above, I request that you urgently review and reverse this decision, and proceed with the proper assessment and settlement of my claim. If not resolved promptly, I will escalate this matter to senior management and the Ombudsman for Short-Term Insurance.
I trust this will receive your immediate attention.
Kind regards,
Xolani Caleni

Breakdown happened on 24 December 2025

Dotsure insurance refuse to pay my claim after all the documents were submitted to them confirming that the car was service within a prescribed period of 30 days. They then send me anothe claim rejection of waiting period of 60 day which is still factual not true. I would like to inform motorists not to be ****med by the company know os The Unlimited operating under Dotsure. I am now canceling my two policies with them please be warn South Africans

To cancel my polycies I have been send from pilar to post. I have been on this call now for more than 8 minutes. Please South African be warned by the company called The Unlimited working under Dotsure.

Hi XOLANI

As requested, we've processed your cancellation and this mail confirms that all your products with The Unlimited have now been cancelled.

We're sad to see you go and want to thank you for being part of our family - we're grateful for the opportunity to have taken care of you.

We're always here to help and should you ever need cover in the future, we'd love to welcome you back.

Take care,
The Unlimited

Be warn about this company ⚠️. They make sure they don't pay your claims ********. I will be taking them up to the ombudsman to prevent any South African from going through this pain.

Hello HelloPeter Team and Dotsure,

This serves as a final update to my complaint regarding Dotsure and The Unlimited.

My claim handling experience has been extremely disappointing and inconsistent.

To place the record correctly:

1. My claim was first rejected on the basis of the 30-day prescribed vehicle service requirement.
I challenged this and provided all supporting documentation, including the service invoice, proof of payment, and job card.

2. The claim was then re-evaluated and subsequently rejected again, this time on the basis of a 60-day waiting period.
This represents a complete shift in the grounds of rejection.

Despite submitting all requested documentation (quotation, damage report, invoice, job card and proof of payment), and despite the policy reflecting as active with premiums successfully debited, the basis for rejection changed during the process.

This inconsistent handling, shifting rejection grounds, repeated document requests, and prolonged delays caused unnecessary stress, financial prejudice, and disruption, particularly as the vehicle is essential for my work.

As a direct result of this experience, I have cancelled both of my policies with immediate effect as I no longer have confidence in the transparency, consistency, or fairness of the claims process.

I am posting this to formally close the matter and to caution other consumers to carefully review waiting periods and service conditions, as these appear to be app**** differently at claim stage.

Regards,
Xolani Caleni