Dotsure / car insurance
My name is Cebisile Lorraine Ngcobo, I am a 27year old female. Policy No. NYP1270342.
I had lodged a claim with the insurer for a pothole incident that occurred early this year. I hit a pothole 31 March 2018, the hole was quite deep, so incurred a substantial amount of damage on my vehicle., which is a Hyundai i120 2013 model.
I made a call to the insurance company requesting the vehicle to be towed on 4 April 2018.Due to the long Easter holidays. The insurer then informed me I could claim from Road Assist for the tyre & rim damages as well as the insurer for the additional damages to the vehicle. I was then contacted by Kelly-Ann Rhoode from Oakhurst Claims on the same day and was advised that they would not assist with towing my car as I did not contact them immediately when I got what I thought was only a flat tyre. The insurer informed me they would not assist with the towing and I have to find my own assessor and pay him from my pocket to go where my vehicle was parked and assess the vehicle. I had to keep calling them requesting to speak to management or someone who could assist. I first notified the insurer 4 April 2018 and they only towed the vehicle 16 April 2018. My vehicle was towed to one of their workshop that was not familiar with (Randbow Panelbeaters). Days later I received a quotation of +R41, 000.00. The insurance only paid R4, 800 and said I was liable to pay R37, 000.00. I requested that they don't finalise the claim as I could not afford that money, but they finalised it anyway. A woman by the name of Elelwane (Connie) Muthavhi, claims administrator at Oakhurst, was handling my case and did so very poorly.
I kept sending endless emails to Connie with no response, even when escalated.
After the insurer had refused to compromise or reach a point of fairness in their decision, I was left to deal with everything on my own with the vehicle still at the insurer's workshop accumulating storage costs. I had to contact the workshop, of which I was charged R15, 700.00 for storage and towing costs of R900.00 from my own pocket.
Connie was cotacted and specifically stated that the insurer is 100% liable for storage costs provided we made use of their facilities, (of which was the case). Now after I provided proof of payment, the insurer is now denying that they workshop is one of their approved service providers and state that they are only willing to re-emburse me R1, 500.00 from the R15, 700.00 I paid.
I have been sending numerous emails as I do not get any assistance telephonically, but to no avail.
I have been paying my monthly premium of R767.00, which has now increased to R806.00, without a single month skipped, yet the insurance traets me like they doing me a favour.
This company has zero work ethic and no regard for their customers.
They should just stick to insuring pets.