Worst Experience Ever

When we saw Dotsure’s ad on Kyknet one morning before work, we were so excited to take the insurance with Dotsure, as we related with their ad having a boxer ourselves.

I think it took about 10 minutes max to take the insurance with Dotsure, I even told my soon to be husband that this is how you must be treated as a customer and that this type of service doesn’t happen often in the society we are in.

UP UNTIL our baby had an accident, tearing his ligaments in his leg, we were devastated because 1. I never wanted anything to happen with our little boy, and 2. I know the costs of operations etc. as the doctor told us that he has to be operated on his knee. Everybody I told about his accident said: “but luckily you guys have insurance for him”. I was relieved, because I knew how super-fast they were, now my first experience was with another very well-known insurance company but then cancelled them and joined Dotsure – so I know insurance companies (oh yes and of course I worked for one as well).

But I asked the vet to please send all correspondence to Dotsure because this is how I was used to with previous company – were they advised Dotsure doesn’t work like that you have to pay the vet first and then claim it back from Dotsure (so tell me who has R15000 just lying around to use and then wait for a claim back but the understanding person that I am – I understood.

Okay so we paid our bill that was more than R15000.00 and then start the claim back process, so here are a few of my concerns and why I am unhappy: 1. Not once did I get any feedback on my claim (which was almost a week), as said before I worked for an insurance company so I know how it works (Your TAT is not that high so you don’t have to give attention to newly claims just yet) – so I didn’t phone for feedback and I waited. Then decided to phone them for feedback after still not received any correspondence when it was almost a week later. And you guys go on about claims taking 48 hours to be finalized?? 2. Nowhere was a payment discussed with me, just an email confirming the amount being paid out? 3. When I was upset about this and Spoke to Chantell Scheepers, she made me feel very “dumb” over the phone as if I don’t understand what she is trying to explain to me, even when I was trying to explain to her my reason for being upset – she kept on interrupting me. 4. I asked for Voice recordings – as I felt this was very unprofessional, Cindy Pillay helped me very well (thanks for your good service) with this but unfortunately she couldn’t help me with Chantell’s call as “their process is different” – till today I didn’t receive that call?? 5. Somehow a last invoice was not received from me for about R1500.00 Chantell asked me I must send it so Dotsure can pay me that amount back – I have sent this on the 27/11 – till today not even a response as to cocnfirming my email was received – nothing. 6. I sent an email with the email above mentioned to say I want my policy cancelled with immediate effect, guess what – premium was deducted for the month of December?? 7. Oh and I almost forgot to say that you guys only paid about R4300 for our total claim because you have limits that app****? Tell me what operation will only cost you R3000?

Your service is pathetic – Luckily I already saved an almost victim from you guys, I will bad mouth you as far as I can and keep clients from getting trapped and *****ed the same way we did.