NFO protects insurers, not consumers

I approached the National Financial Ombud Scheme (NFO) in good faith, believing they would fairly and independently assess my complaint against Dotsure. Instead, what I experienced was an investigation so poor it raises serious questions about whose interests the NFO is actually protecting.

Despite providing:

• Time-stamped photographs (mine AND Dotsure’s) proving my vehicle’s dashboard was intact before repairs,

• An independent diagnostic report from Land Rover the Glen (which I paid R3,174 for) confirming the damage was caused by physical mishandling, not sun exposure, and

• Clear evidence of unprofessional conduct by Dotsure’s assessor (he even used a random photo from a Google forum of the WRONG model of Land Rover as “evidence”)…

The NFO still issued a recommendation siding with the insurer! Even worse, they excused Dotsure’s failure to investigate properly by saying a dealer “did not respond to emails” as if that is an acceptable end to an investigation.

Their investigator completely ignored the facts, twisted my submissions, and leaned on irrelevant, misleading evidence. Frankly, whoever signed off on this “investigation” should not be in a position of authority. It’s either incompetence or bias.

The NFO boasts on social media about protecting vulnerable consumers, but my case shows the opposite: when faced with hard proof, they bend over backwards to shield insurers instead of holding them accountable.

I would warn any consumer not to place blind faith in the NFO process

I wouldn’t even give them a single star! These people don’t work!!!!!!