1 reviews | Active since Jul 2019
Ignoring refund requests - atrocious service
I am a client with DialDirect and I had a car accident at the start of April this year. I ended up cancelling the third party claim on my account on the 4th of May due to the payout for the claimant being less than what I paid in my excess. It worked out better for both of us that I paid him directly out of pocket. I spoke to Kgageso.
However, since cancelling the claim I am still awaiting the refund of R2150.00. Despite many phonecalls and requests to escalate it to the managers I have had absolutely no updates at all as to what is happening.
I have been in contact with Busisiwe Ngwenya from TIH, who says that the case is with the manager, Simone Naidoo. She gave me her direct contact number and email address, but I have been completely unable to get in contact with Simone, and have had absolutely zero response from her at all. I am at my wit's end here and do actually need the money refunded.
I have followed up with the progress of the cancellation multiple times since the 4th of May. Namely: 17/05/21 - spoke to Rachel; 21/05/2021 I followed up; 11/06/21 - managed to get the contact details of Busisiwe and have been attempting to contact Simone since then.
I am beginning to suspect that Telesure Investment Holdings is deliberately holding off on refunding me so that they won't have to pay my No Claim Bonus in July. This theory has actually started being backed up by the fact that today my online profile has been updated to say I'm only due to get the bonus in 2025, despite having cancelled the claim on the 4th of May.
I am disgusted by the unprofessionalism and near-impossibility of getting in contact with any sort of management at this company, and don't think anybody should be fooled into getting a DialDirect (or any of the other TIHSA affiliated companies).
Extra note: I see Simone Naidoo has also been named in a complaint someone else made in March on Hello Peter. It seems she has a history of ignoring customers.
We acknowledge receipt of your complaint.
We will be in contact with you to discuss your concerns.
Kind Regards,
The Telesure Team
We acknowledge receipt of your complaint.
We will be in contact with you to discuss your concerns.
Kind Regards,
The Telesure Team
I have phoned, and emailed enquiries, but nothing has turned up. Why does it show that I'm not getting my no claim bonus in July?
I have phoned, and emailed enquiries, but nothing has turned up. Why does it show that I'm not getting my no claim bonus in July?
Thank you for the feedback, we have escalated your matter. Our team will contact you to discuss.
Kind Regards,
The Telesure Team
Thank you for the feedback, we have escalated your matter. Our team will contact you to discuss.
Kind Regards,
The Telesure Team
Everything seems to have been sorted out now. Unfortunately no one ended up getting back to me after your message saying they would, so I had to get hold of the call centre myself today after giving up waiting.
The guy I spoke to today got in touch with his manager and I just received a call back from him, along with an email of confirmation that the system has now been updated to show that I cancelled the claim and am once again entitled to the no claim bonus.
Unfortunately, the struggle I went through to get to this point was unacceptable, and Telesure REALLY has to up their communication skills. The Dialdirect ground staff in the call centres have been helpful as usual, but if a customer has any problems it feels like you're talking into a void of nothingness as once things get escalated above those call centre staff, your management staff are absolutely terrible. Zero communication, no sense of any will to do anything more than the bare minimum, and impossible to get hold of (Simon Naidoo being prime example). No apologies for any inconvenience cause.
ALL of this stress could have simply been avoided had the people at Telesure simply communicated from the start and given at least a rough estimate of what they would cover for the third party before I paid the excess. If I'd have know that estimated amount from the start I'd not have started the claim process at all and just paid the guy directly from my pocket - which I ended up doing anyway so that he didn't go homeless while he had no form of transport. Being able to know that your pay out would be less than what I paid in excess (which is actually understandable in the context of market prices of s******s) would've allowed me to simply have given the guy that R2150 in excess rather than me paying you R2150 so you could offer him R1400, but I suppose management was happy that they were actually making money from this situation.
Please, just communicate things up front with people in the future and your company might actually be worthwhile using. For now, I cannot possibly recommend any insurance companies that fall under the TIH umbrella.
Everything seems to have been sorted out now. Unfortunately no one ended up getting back to me after your message saying they would, so I had to get hold of the call centre myself today after giving up waiting.
The guy I spoke to today got in touch with his manager and I just received a call back from him, along with an email of confirmation that the system has now been updated to show that I cancelled the claim and am once again entitled to the no claim bonus.
Unfortunately, the struggle I went through to get to this point was unacceptable, and Telesure REALLY has to up their communication skills. The Dialdirect ground staff in the call centres have been helpful as usual, but if a customer has any problems it feels like you're talking into a void of nothingness as once things get escalated above those call centre staff, your management staff are absolutely terrible. Zero communication, no sense of any will to do anything more than the bare minimum, and impossible to get hold of (Simon Naidoo being prime example). No apologies for any inconvenience cause.
ALL of this stress could have simply been avoided had the people at Telesure simply communicated from the start and given at least a rough estimate of what they would cover for the third party before I paid the excess. If I'd have know that estimated amount from the start I'd not have started the claim process at all and just paid the guy directly from my pocket - which I ended up doing anyway so that he didn't go homeless while he had no form of transport. Being able to know that your pay out would be less than what I paid in excess (which is actually understandable in the context of market prices of s******s) would've allowed me to simply have given the guy that R2150 in excess rather than me paying you R2150 so you could offer him R1400, but I suppose management was happy that they were actually making money from this situation.
Please, just communicate things up front with people in the future and your company might actually be worthwhile using. For now, I cannot possibly recommend any insurance companies that fall under the TIH umbrella.
Thank you for bringing this matter to our attention.
We confirm that the matter has been escalated to the relevant team to investigate further.
We certainly acknowledge your frustration and assure you that feedback will be provided as soon as we have more information.
Kind Regards.
The Dialdirect Team
Thank you for bringing this matter to our attention.
We confirm that the matter has been escalated to the relevant team to investigate further.
We certainly acknowledge your frustration and assure you that feedback will be provided as soon as we have more information.
Kind Regards.
The Dialdirect Team