WHAT YOU ASK FOR IS NOT WHAT YOU GET!!! BE CAREFULL

And so it happens (murphy) that I had to submit a claim as one of our cars were broken into. Now my claim is under investigation to ensure that I had cover for that period as my profile shows that I had not paid for my cover!! The debit order went off my account and I sent proof thereof to them!!! I am truly fed up after all the telephone calls, emails etc. May I add that I received a RELEASE LETTER from Dotsure on the 24th of April 2019 and the claim amount should have been paid last week. When querying about the payment (I had to call them AGAIN) then all of a sudden it is under investigation due to the above reason NON PAYMENT and whether I was covered for the period in question. I am really shocked I did not expect to get this kind of treatment from them. I have read some of the other reviews and it seems I am not the only person having problem with claims.....

Dotsure phoned me on the 24th of April 2019 advising that my claim has been approved which was then followed by the release letter clearly stating "We confirm that the above claim will be settled cash, in lieu of repairs by means of electronic transfer of funds into the bank account from which we debit your premium. The amount is calculated as follows:" Now that I am following up why you have not yet paid the amount into my bank account I am given excuse after excuse. First according to you the debit order did not go off which is nonsense,I also sent you a copy of my bank statement where it could be clearly seen that payment was made. Thereafter you advise that it is now under investigation as Dotsure needs to investigate whether I had cover for the period in question. I have an email from your consultant confirming the cover dates as well as the actual amount due for payment as once again you debited my account with whatever amount you feel!!! What next!! You approved my claim sent me the release letter should I not receive proof of payment today the matter will be referred to my legal team. Regards

Why did you not do your investigations before finalising the claim and approving same and sending the release letter?

So I received a call from Dotsure at 12:59 today stating that they are doing another investigation into what I am complaining about above. Promised to send a follow-up email which I never received. Investigations about investigations really DOTSURE and no-one can give me an answer!!!! I will keep posting so you as an individual can see exactly how they operate. Claim was approved, release letter was sent so payment is due however no payment is being made.

3 hours ago I received a very quick response (as can be seen above) to my complaint and a call at 12h59. Now there is silence and no answers. Very frustrating indeed. I sent another email to Jeandre ****ian who rep**** as follows: Dear Client Please note that the claim payment will not be made until the investigation has been completed, the claim is currently out of my hand there is nothing that I can do. I did inform the lady that it is urgent matter and she is working on it. Kind Regards Jeandre Kilian Claims Administrator

I only received an email just before 5 o'clock today!!! This email informs me that it would take another 14 days for the matter to be finalised. I received a Release Letter informing me on the 24th of April 2019 confirming that payment will be made into my bank account which never happened. Did Dotsure run out of funds to pay their claims!!! Now that I am enquiring about the payment you all off a sudden want to investigate. Investigate what? The fact is I am not in default here I logged a claim which was approved, confirmed with a release letter and now you have a problem paying the claim. I am not accepting this...