1 reviews | Active since Jul 2019
ABSOLUTELY APPALLING!!!!!!!
I wouldn’t recommend Dotsure Insurance to anyone. Their service is absolutely pathetic. I can’t believe the level of service. I had an accident in the 16th May 2019 and unfortunately my phone was ****** at the scene. I called Dotsure on Friday (17th May) morning as the accident happened the Thursday evening. (I also logged the claim online). I told them where my car was and the name of my the company who had towed my car as I was unable to call Dotsure and verify the towing company at the scene.
I had a fight with the unauthorised towing company to ensure that they will release my vehicle to Dotsure that Friday afternoon. They finally agreed. Dotsure called me on Friday afternoon to let me know that my car has been moved to SMD’s yard.
The police officers were on the scene of my accident as my car had rolled. I provided Dotsure with the accident report number the Friday morning, when I called them, as well as on the online claim log. I was then again asked to provide a copy (22 May) and had to pay Goodwood Accident Bureau R200 for a copy. The lady had stated that insurance usually request the copy and asked if Dotsure would reimburse the amount. I never bothered asking about that.
The following Monday, I called Dotsure to find out if I can go procure a few things out of my trunk, as I needed it for work. I was assured I could and the lady provided me the physical address for SMD. I arrived at SMD just to find out that they have no log of the vehicle coming in. I called Dotsure’s emergency line a few times just to hear “all the operators are currently busy.” You can leave a message and we’ll call you back shortly” - (lol a whole 24 hours later they called back, which I’ve learnt now is quite normal from Dotsure.) Any way I left SMD and got home, called again. The lady then had to call around a few times on her side to verify where my vehicle was as they didn’t exactly know and were unable to confirm immediately... Just to find out that my vehicle was never collected at the unauthorised towing company’s storage yard. Basically a week went by (the Wednesday) and finally my vehicle was officially moved to SMD. (Apparently) I have tried multiple times finding out about a courtesy vehicle, spoke to 3 different people who gave me 3 different amounts as to how much they would cover. (Which they also only cover if Your claim is valid. And that means waiting for their verification process to be finalised before you can do anything. Apparently verification takes “2 weeks” according to the last agent I spoke to.) My car’s registration number was correct on some of Dotsure’s paper work and other paper work it was incorrect, which I again had to speak to 3-4 different people to rectify this. Finally today (29 May) I received an sms saying that the assessor has been appointed.
After an Entire month, finally everything was sorted. I settled everything with Dotsure. I had to call them every time I wanted an update. I never got to speak to my claim’s handler, Lindokuhle Maqolo, not once.
Just to be debited on the 2nd July 2019 from Netstar. Called Netstar who advised that Dtosure was suppose to have me sign a release form as the car is off the road. If Dotsire had me sign the release form, they are liable to pay 90% of the settlement and I would pay 10% of the settlement. They never sent me the form so I paid 100% of the settlement. But the lady from Netsure assured me that she will forward me the release form now and cc Dotsure in the mail so that they can see I have dealt with Netstar directly.
This is such disappointing service and definitely the first and last vehicle, or anything actually, that I would insure with Dotsure. Oakhurst/ Dotsure’s service is appalling.
Thank you for contacting us.
We apologise for any inconvenience caused.
Kindly note that our turnaround time for complaint investigation is 14 days. A consultant from our Resolutions Department will be appointed to deal with your complaint. The appointed consultant will communicate directly with you using the contact details we have on record or as provided by you. A comprehensive response will be sent to you on completion of the investigation and feedback will also be posted on this platform.
We trust you find the above in order.
Regards
Oakhurst Resolutions Team
Thank you for contacting us.
We apologise for any inconvenience caused.
Kindly note that our turnaround time for complaint investigation is 14 days. A consultant from our Resolutions Department will be appointed to deal with your complaint. The appointed consultant will communicate directly with you using the contact details we have on record or as provided by you. A comprehensive response will be sent to you on completion of the investigation and feedback will also be posted on this platform.
We trust you find the above in order.
Regards
Oakhurst Resolutions Team
We refer to your Hello-Peter complaint logged on 02 July 2019.
The content of your dispute has been duly noted and we wish to respond as follows:
- The insured vehicle was towed from the scene of the accident by our outsourced service provider;
- A day following the accident, an upliftment instruction was sent to the Towing Company for the vehicle to be towed to SMD where it was going to be assessed;
- There was a delayed with the towing process, which we sincerely apologise for.
- After the claim was registered, an sms was sent to you stating the documents that were required from you to process the claim, which is a policy requirement;
- A payment was made to you under your car hire benefit which was up to the amount stated in your policy schedule;
- We confirm that you have a separate contract with Netstar for your tracking unit;
- Notification was sent to Netstar on the 10th June 2019 for them to cancel the account, and a release form was emailed to you with a request for you to send the form back within ten days;
- Netstar has confirmed to us that they contacted you as the invoice was raised on the account for settlement, and the settlement amount was debited from your account;
- Only when the settlement amount was debited by Netstar did we receive the release form from you, then arranged a 90% payment of your settlement to Netstar;
- We further confirm that Netstar processed and paid 90% reimbur*****t of the settlement already debited from your account;
Conclusion: We confirm that your claim has been processed and finalised and sincerely apologise for the delay and any inconvenience this process may have caused.
Regards,
Oakhurst Resolutions Team
We refer to your Hello-Peter complaint logged on 02 July 2019.
The content of your dispute has been duly noted and we wish to respond as follows:
- The insured vehicle was towed from the scene of the accident by our outsourced service provider;
- A day following the accident, an upliftment instruction was sent to the Towing Company for the vehicle to be towed to SMD where it was going to be assessed;
- There was a delayed with the towing process, which we sincerely apologise for.
- After the claim was registered, an sms was sent to you stating the documents that were required from you to process the claim, which is a policy requirement;
- A payment was made to you under your car hire benefit which was up to the amount stated in your policy schedule;
- We confirm that you have a separate contract with Netstar for your tracking unit;
- Notification was sent to Netstar on the 10th June 2019 for them to cancel the account, and a release form was emailed to you with a request for you to send the form back within ten days;
- Netstar has confirmed to us that they contacted you as the invoice was raised on the account for settlement, and the settlement amount was debited from your account;
- Only when the settlement amount was debited by Netstar did we receive the release form from you, then arranged a 90% payment of your settlement to Netstar;
- We further confirm that Netstar processed and paid 90% reimbur*****t of the settlement already debited from your account;
Conclusion: We confirm that your claim has been processed and finalised and sincerely apologise for the delay and any inconvenience this process may have caused.
Regards,
Oakhurst Resolutions Team