1 reviews | Active since Jul 2016
Complaints don't get response
<p>I posted on here yesterday and I am still waiting for a response. It seems all the nice complimentary post before and after mine already got rep**** to. If you are actually a client of Dotsure or Oakhurst, please change insurance as soon as possible. Their client service from the employee to the client may be great, but their policies and procedures are not. Also, something is fishy about all these service compliments..they all sound so simi****. </p>
Hello
Thank you for getting in touch with us.
We will investigate your complaint and get back to you soonest.
Kind regards
Oakhurst Resolutions Team
Hello
Thank you for getting in touch with us.
We will investigate your complaint and get back to you soonest.
Kind regards
Oakhurst Resolutions Team
Dear Lana
Thank you for affording us the opportunity to review your complaint.
We confirm that when your policy incepted you monthly insurance premium was inclusive of your Altech Netstar subscription. However, this changed after the cancelation of your policy. When the policy cancelled the Altech Netstar subscription was removed from the policy and was administered/handler directly by Altech Netstar.
We confirm that policy was re-instated but your new premium did not include the Altech Netstar subscription. We listened to the policy re-instatement recording, during this phone call the consultant advised that the Netstar subscription was removed as a result of the cancelation. The went further to advise that you can get in touch with Netstar directly to have the tracking device activated and pay the subscription fee separately. During this particular call you confirmed that you will get in touch with Altech Netstar in order to re-instate your tracking device subscription. Therefore, upon re-instatement of the policy you were made aware that your premium will no longer include the Altech Netstar subscription. The additional excess that the insurer app**** for non-functional tracking unit was correctly app**** in that the duty to have the device activated and fully functional rested on you after the policy was cancelled (and re-instated).
We also went over your vehicle insurance policy schedule. The additional excess for no third party actually reads “no third party vehicle involved”. The municipality is a third party by virtue of it being a juristic person but there was unfortunately no third party vehicle involved when this accident occurred. Therefore, the additional excess for no third party vehicle will unfortunately be applicable.
We discussed the possible recovery against the municipality with one of the managers in the recoveries department. She advised that the possibilities of a recovery against the municipality are slim to none, however she will look into the merits again and advise us accordingly. In the event that the insurer elect not to proceed with the recovery we will advise accordingly and provide you with the necessary quantum documents to institute a recovery against the municipality.
We also confirm that your excess was based on the overall cost of the claim, i.e. the panel beater’s labour costs plus the amount that we paid to buy the parts needed to have your vehicle returned to its pre-accident condition.
The panel beater also advised that your vehicle is ready for collection, you just need to pay the applicable excess on the claim directly to the panel beater and the vehicle will be released to you.
The insurer performed as dictated and prescribed by your policy contract and cannot be faulted in the application of the excesses on this particular claim.
Kind regards
Oakhurst Resolutions Team
Dear Lana
Thank you for affording us the opportunity to review your complaint.
We confirm that when your policy incepted you monthly insurance premium was inclusive of your Altech Netstar subscription. However, this changed after the cancelation of your policy. When the policy cancelled the Altech Netstar subscription was removed from the policy and was administered/handler directly by Altech Netstar.
We confirm that policy was re-instated but your new premium did not include the Altech Netstar subscription. We listened to the policy re-instatement recording, during this phone call the consultant advised that the Netstar subscription was removed as a result of the cancelation. The went further to advise that you can get in touch with Netstar directly to have the tracking device activated and pay the subscription fee separately. During this particular call you confirmed that you will get in touch with Altech Netstar in order to re-instate your tracking device subscription. Therefore, upon re-instatement of the policy you were made aware that your premium will no longer include the Altech Netstar subscription. The additional excess that the insurer app**** for non-functional tracking unit was correctly app**** in that the duty to have the device activated and fully functional rested on you after the policy was cancelled (and re-instated).
We also went over your vehicle insurance policy schedule. The additional excess for no third party actually reads “no third party vehicle involved”. The municipality is a third party by virtue of it being a juristic person but there was unfortunately no third party vehicle involved when this accident occurred. Therefore, the additional excess for no third party vehicle will unfortunately be applicable.
We discussed the possible recovery against the municipality with one of the managers in the recoveries department. She advised that the possibilities of a recovery against the municipality are slim to none, however she will look into the merits again and advise us accordingly. In the event that the insurer elect not to proceed with the recovery we will advise accordingly and provide you with the necessary quantum documents to institute a recovery against the municipality.
We also confirm that your excess was based on the overall cost of the claim, i.e. the panel beater’s labour costs plus the amount that we paid to buy the parts needed to have your vehicle returned to its pre-accident condition.
The panel beater also advised that your vehicle is ready for collection, you just need to pay the applicable excess on the claim directly to the panel beater and the vehicle will be released to you.
The insurer performed as dictated and prescribed by your policy contract and cannot be faulted in the application of the excesses on this particular claim.
Kind regards
Oakhurst Resolutions Team