***********e and Horrible Service Oakhurst

I opted for the Cash Settlement Option as it was sold to me as a very simple solution. They pay you the amount of the damages excluding the applicable excess to find a panel beater of your choice. Now if something happens all different condition all a sudden comes to the fore. On the morning of 06 Feb 2019 leaving for work, I accidently s****ped my vehicle against a pillar in my complex damaging my vehicle cosmetically and mechanically on the left side. Reported the incident to Oakhurst and police station within 24hours. From the on set when I was contacted by Oakhurst I could hear in the questions from the consultant that they are looking for any loop hole not to pay. Unfortunate for them I’m a responsible person that has read and followed all their procedures. First request was to send photos of the damaged area and case number and it was done. After a few days received a phone call to send photos not just of damaged area, but the whole vehicle with the licence disk, tyre tread and interior. Confused as I was not a long-time client and had just took my vehicle to PG glass a month before for all vehicle inspection photos. Would my 100% tyre tread be worn in a month’s time? Did my new disk period change or interior when I s****ped the vehicle maybe??? Still looking for loop holes! But never the less I comp****. I also informed them that my left rear wheel and control arm could be damaged, and this was stated by 2 different panel beaters. I was then contacted by one of their desktop assessor Leander De Jager and informed that the two quotes I submitted was too expensive. These were two approved VW panel beaters. He than instructed me to please go to one of their service providers (panel beater) which was in the same area to where I got my previous quotes. He informed me that Oakhurst pays this specific panel beaters rates. This panel beaters group is not cheap and is basically the same as the others. Never the less comp**** again and went. He was also required to go to any authorised Tyres fitment places to get a wheel alignment report. My left wheel could not be aligned, and something was wrong and sent them the report. Their panel beater estimated and sent quote directly to Oakhurst with me never viewing it. Phoned the panel beater and was informed of this action. Ask for a copy of the quotation and was told to speak to Oakhurst. Really fishy actions again their recommended panel beater. Few days later received the cash settlement letter from Oakhurst with incorrect vehicle details on the letter. Sent a mail to Oakhurst with them never bothering to respond. On the second attachment that was sent on the same mail there is a breakdown of the cost which stated assessed amounts and original quote. The Oakhurst assessed amount was R6k less in total from the panel beaters quote. As this was my first time dealing with this method of insurance I thought the assessed amount was that the panel beater was going to charge me. Upon arriving at the panel beater a few days later I discovered the panel beater was going charge me original quoted amount. To my horror I queried this with Leander De Jager with no response. I than sent a query to their ********** detailing my list of queries. Had no response for days and only got an acknowledgement from McNiel Arries after sending a mail advising I would post on Hello Peter. He advised me that he would be the client Liaison Consultant for the query and it would take two weeks for investigations. Earlier this week 04 April 2019 I received their investigation finding. I should not have been surprised to find all my queries according to Oakhurst where they found no wrong doing on their side. They attached two unrelated voice recording notes of what I queried to the mail where they just asked for more photo’s previously. Stated on the letter that they explained the cash settlement to me and the clauses. Not attaching those voice notes where they explained the Cash Settlement method and the rates they would be paying of the specific panel beater. Their explanation on this that they “the terms of the Comprehensive Cash Settlement cover provides that in the event that an insured successfully proves their claim, the settlement amount is based on the amount that the insurer would have spent on the repairs at their preferred service provider. The insurer has service level agreements in place with various service providers. In terms of these agreements, the insurer is entitled to certain rates and discounts. It is thus a consequence of these service level agreements that the quote that the insurer receives from a service provider, after conducting its assessment, would differ from a quote received by the general public. As per the terms of the policy, you supp**** the insurer with a quote which was assessed, and the damages quantified. Parts were priced in accordance with the vehicles warranty status, the labour and paint rates were calculated according to the standard service level agreement that the insurer has with its repairers and you were remunerated accordingly.” Well I wasn’t remunerated accordingly. I their settlement was R6k short. Remember this is a cash settlement policy. Oakhurst pays you the discount amount they would have gotten from the panel beater and panel beater still charges you the amount without their entitled discounts. Nobody at Oakhurst bothered to pick up a phone and call their service provider to enforce the discount at the panel beater. Hence my comment that this is a **** or extremely bad service. They don’t pay out additional R6k and the excess. I than responded to McNiel Arries with further questions and request for the relevant recording. To receive a response that basically state the matter is closed, and I can go fly a kite. Good day, Thank you for the email, the content of which has been duly noted. Your issues have been addressed in our formal response thereto, and your email does not take the matter any further. Our file is closed. Sincerely

McNiel Arries Client Liaison Consultant This how your company and staff treat your clients Mr Simon Phage? They refuse to assist further. I know I’ll just get the “turnaround time for complaint investigation is 14 days” and really not be assisted. So, if you read this before and thinking of joining Dotsure/Oakhurst on the cash settlement policy don’t!! You will be cheated and ****med.