Worst customer experience

I've had the worst customer experience of my life by far with dotsure, and the company doesn't seem like it is willing to give me any form of assistance at all (as promised) after all ups and downs I have pulled and made with them. As a client of dotsure, on 3rd August 2022 (at night) I was unfortunately involved in a horrific car accident with my 2020 Hyundai i20 (insured by the company - dotsure car insurance) in a highway and immediately after the accident I tried to reach out to the insurance to inform them of my unfortunate incident, and to request the company to send a towing truck to the spot, however after multiple attempts of trying to get hold of their emergency number (with further assistance from friends and family), I could not get hold of anyone from their designated number (even those found on Google). Metro Police at the scene advised that my vehicle was obstructing the lane (as I had been there for some time), and further advised that it was very dangerous of us to stand in that position for too long as we could have resulted in additional/further accidents for other vehicles due to the darkness and structure of the road. At that point, for the safety of other vehicles on the road, and for my own safety I was left with no other choice/option but to grant the police a go ahead to take any towing company that they knew to assist us move the vehicle to the safest spot possible. (Please take note that at this point, not only was I worried about others, but I was still in massive shock, stress, and panicking from the major accident - yet I still had to deal with the incompetency of my insurance at that time). At that point, I honestly felt that dotsure emergency unit/department had truly failed me, but I wasn't even aware of more drama/failure to come.

List of failures/disappointments I've come across by far from the insurance: 1. Eventually when I finally got hold of the insurance to submit my claim, I was informed that the company (dotsure) would not cover any costs towards towing and storage of the vehicle, and I had to pay all of that insane amount of money from my own pocket although I was actually failed by their emergency department, and had further provided them with proof from my call logs. I was told by the insurance that I did not hold long enough for them, but till date I'm still confused with that what “holding long enough" means during a time of emergency.

2. Upon submitting a claim, the isurance asked me to send pictures of the vehicle for assessment and I was given a quotation of +/-R43000 for a major accident. Again, I am very much confused as the insurance is trying to conclude its assessments from pictures ONLY although I have mentioned to them that there are further things that I personally cannot detect (as I am not an expect assessor) such as the fact that there was oil leak coming from the vehicle, water leak, the fact that the vehicle doesn't want to start at all (nor flick any lights), and there are possible damages that I cannot see unless if the vehicle is inspected by their professional assessor.I took time and money from my own pocket again and took the vehicle for proper assessments with panelbeaters nearby and their quotation alone summed up to more than R100 000 (excluding labour). This on its own is scary for me as the vehicle is badly damaged. Insurance only concluded its assessments from pictures of visible damages such as radiator, bumpers, lights, popped airbags, etc, but with the amount of damage I personally see and what I have received from the other panelbeaters, I'm concerned that there are more damages to the vehicle than that meet the eye. Looking into a quotation I received from panelbeaters vs that I received from the insurance, there are further other damages that the insurance did not include in its quote such as wires, engine damages, control arms, etc. I’ve tried to reach out to the insurance (since August 2022 to present) and begged that they send out an assessor to look into this vehicle but like any other time, I was told by Zukisana that it’s not part of their policy, all their assessments are done via pictures which was not even mentioned when I took the insurance . I've tried to mention that from the previous quotation given to me by the insurance, a lot was missed and all I was told was to take more pictures and ask for the ticket to be reopened. I still say, pictures on their own do not do justice without proper assessment of the vehicle. I’m at a point in my life where I am honestly emotionally tired of fighting this battle with the insurance as I have been car-less for months now, while the insurance isn't willing to assist me at all, and I ask myself if I'm honestly treated in this manner because of the colour of my skin, or if it is because of my age, or if I'm just dealing with a bad insurance company that sells dreams and serves failure to its customers.

I need help...

Reference: : Name: David : Policy Number: NYPD*** : Claim ID: NYPD*** : Contact Number: ***