********* Claims Process

My mother has named me POA on her policy to assist with her claim for her car that has been kept at a RMI approved SP for service that is needed.

She has been harassed by the claims handler and assessors who have went as far as fabricating follow ups based on what they deem as discrepancies on the supporting documents provided which have lead to emotional and mental distress for her as she doesn’t know the progress of her claim.

We have provided all that was requested and have asked for time to rectify what needed to be rectified for the purpose of the claim. The discrepancy I refer to is a finger error in the invoice from her service on the VIN number. This was one of many loopholes that the company have tried to find to reject her claim.

The customer experience is clearly not a priority, o have been in insurance for 10 years serving short term customers both for the SA market and abroad and I am disgusted with the service received from Dotsure.

I have requested for advise for the internal complaints process and how to refer the matter to the ombudsman, this is information that they are ethically bound by the FCSA to provide at request and I am yet to be assisted in this matter.

My mother is a retired woman who has put faith and money in this company with the hope that should the service every be needed it would put her at ease. It has not. She has whipped inconsolably at the disregard received and no one has even bothered to offer her concrete feedback.

I am appalled.