Active since Oct 2016
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7 reviews27 months ago
No empathy, humanity or transparency from Telesure brand staff
I am very dissatisfied with the service I have received from Dial direct which is under the Telesure brand. I registered a claim with them on 14 December 2023 following the floods that are happening in KZN where houses, cars and people are being washed away. I had a visit from their external building assessor who advised the damages on the house were related to subsidence(movement of land) but it was a policy exclusion. I did advise him I took out additional subsidence cover with Dial direct. I have read my policy document and this was an optional cover which I had opted to pay for when the cover for my building started. He advised there would also be an engineer sent out to my premises to conduct a further report on the remedial repairs. I was sent an email requesting my building plans on 02/01/2024 which I sent through the same day. On 04/01/2024 I was sent an email stating I would get feedback on 08/01/2024 as the plans were sent to the building assessor and specialist(not sure in what field) I did not get any feedback on the matter nor were my queries on the app and email responded to. After my patience ran out living in a damaged building with my family and kids I called the call centre on 16/01/2024 only to be advised my claim was rejected on 08/01/2024 but I was never notified of this. Instead I was sent an email on 09/01/2024 that my claim was being being worked on intently(a very strange turn of events) the email is quoted "Kindly note that we are working intently on your claim, and we are currently finalizing the administration of your claim. Currently we have scheduled your next update for the 11.01.2024 before close of business. Kind regards Namane Mogale Claims Consultant Specialist Claims Tel: 0861 339 339". I was also told on this call that the reason for the rejection was the movement of land(subsidence) which I was paying an additional amount to have covered. The conclusion was based on the building assessor's report to the same effect. I requested a copy of this report. I was advised the report was not attached on the system and that the agent handling my claim Namane Mogale would call me to discuss this and send the report to me by the end of business. It is the end of business 17/01/2024 still no call email or app message about this or report which they would have used to reject my claim. I received a rejection letter which does not detail exactly why they rejecting and I quote this as follows " This decision had to be made because of the following: Various factors have a significant influence on a number of key areas in your insurance policy. If there are differences between the details of your claim and your contract, it means that we were not given an opportunity to do full and proper underwriting for you. This includes accurately evaluating your risk, deciding on acceptance, giving the most suitable cover, charging the correct premium and applying all the appropriate terms and conditions. Please review the details as provided by you on your schedule and ensure we have 16 January 2024 0861 555 580 www.dialdirect.co.za The event that caused the loss and damage is not an insured peril under your buildings policy. As stated in your policy book, your private home and outbuildings are covered for loss or damage caused by: 8. subsidence of land: if your schedule states that you are paying for this cover Although your policy does include special additional cover for a range of incidents, your claim unfortunately falls outside the scope of these benefits too." I'm not given any clarity of details, furthermore they imply I am to blame for their underwriting not being done correctly at the start of the policy. "Various factors have a significant influence on a number of key areas in your insurance policy. If there are differences between the details of your claim and your contract, it means that we were not given an opportunity to do full and proper underwriting for you. This includes accurately evaluating your risk, deciding on acceptance, giving the most suitable cover, charging the correct premium and applying all the appropriate terms and conditions. Please review the details as provided by you on your schedule and ensure we have the most accurate information." Again there is no explanation on what exactly they are talking about. So I'm now expected to go through a dispute process which will take another 90 days while I pay a premium and stand a chance of the damages getting worse. The funniest part is that they conclude their rejection letter by stating " We trust you agree with us that it is crucial to uphold all terms and conditions of your insurance contract because accurate claims settlement depends on it - and also that you understand why this plays such an important role ensuring that each and every customer is treated fairly." That's such a joke coz none of what is happening is being fair to me. Next thing I will conduct the repairs myself and get told I did unauthorized repairs when I would be trying to prevent further loss. Telesure is old in the industry and should really learn a thing or 2 from younger insurance companies that actually understand what treating us fairly means. Their staff that handle claims would display some humanity and empathy when dealing with claims as this agent who has never had the decency to respond to my messages or ever call me from start to finish in his handling of my claim is a sign of disregard for my hard earned money I pay for a claims service. The only thing I buy from them is the service of claiming but now at claims stage I must realize how much it sucks.
58 replies
27 months ago
No empathy, humanity and transparency from Dial direct staff
I am very dissatisfied with the service I have received from Dial direct. I registered a claim with them on 14 December 2023 following the floods that are happening in KZN where houses, cars and people are being washed away. I had a visit from their external building assessor who advised the damages on the house were related to subsidence(movement of land) but it was a policy exclusion. I did advise him I took out additional subsidence cover with Dial direct. I have read my policy document and this was an optional cover which I had opted to pay for when the cover for my building started. He advised there would also be an engineer sent out to my premises to conduct a further report on the remedial repairs. I was sent an email requesting my building plans on 02/01/2024 which I sent through the same day. On 04/01/2024 I was sent an email stating I would get feedback on 08/01/2024 as the plans were sent to the building assessor and specialist(not sure in what field) I did not get any feedback on the matter nor were my queries on the app and email responded to. After my patience ran out living in a damaged building with my family and kids I called the call centre on 16/01/2024 only to be advised my claim was rejected on 08/01/2024 but I was never notified of this. Instead I was sent an email on 09/01/2024 that my claim was being being worked on intently(a very strange turn of events) the email is quoted "Kindly note that we are working intently on your claim, and we are currently finalizing the administration of your claim. Currently we have scheduled your next update for the 11.01.2024 before close of business. Kind regards Namane Mogale Claims Consultant Specialist Claims Tel: 0861 339 339". I was also told on this call that the reason for the rejection was the movement of land(subsidence) which I was paying an additional amount to have covered. The conclusion was based on the building assessor's report to the same effect. I requested a copy of this report. I was advised the report was not attached on the system and that the agent handling my claim Namane Mogale would call me to discuss this and send the report to me by the end of business. It is the end of business 17/01/2024 still no call email or app message about this or report which they would have used to reject my claim. I received a rejection letter which does not detail exactly why they rejecting and I quote this as follows " This decision had to be made because of the following: Various factors have a significant influence on a number of key areas in your insurance policy. If there are differences between the details of your claim and your contract, it means that we were not given an opportunity to do full and proper underwriting for you. This includes accurately evaluating your risk, deciding on acceptance, giving the most suitable cover, charging the correct premium and applying all the appropriate terms and conditions. Please review the details as provided by you on your schedule and ensure we have 16 January 2024 0861 555 580 www.dialdirect.co.za The event that caused the loss and damage is not an insured peril under your buildings policy. As stated in your policy book, your private home and outbuildings are covered for loss or damage caused by: 8. subsidence of land: if your schedule states that you are paying for this cover Although your policy does include special additional cover for a range of incidents, your claim unfortunately falls outside the scope of these benefits too." I'm not given any clarity of details, furthermore they imply I am to blame for their underwriting not being done correctly at the start of the policy. "Various factors have a significant influence on a number of key areas in your insurance policy. If there are differences between the details of your claim and your contract, it means that we were not given an opportunity to do full and proper underwriting for you. This includes accurately evaluating your risk, deciding on acceptance, giving the most suitable cover, charging the correct premium and applying all the appropriate terms and conditions. Please review the details as provided by you on your schedule and ensure we have the most accurate information." Again there is no explanation on what exactly they are talking about. So I'm now expected to go through a dispute process which will take another 90 days while I pay a premium and stand a chance of the damages getting worse. The funniest part is that they conclude their rejection letter by stating " We trust you agree with us that it is crucial to uphold all terms and conditions of your insurance contract because accurate claims settlement depends on it - and also that you understand why this plays such an important role ensuring that each and every customer is treated fairly." That's such a joke coz none of what is happening is being fair to me. Next thing I will conduct the repairs myself and get told I did unauthorized repairs when I would be trying to prevent further loss. Telesure is old in the industry and should really learn a thing or 2 from younger insurance companies that actually understand what treating us fairly means. Their staff that handle claims would display some humanity and empathy when dealing with claims as this agent who has never had the decency to respond to my messages or ever call me from start to finish in his handling of my claim is a sign of disregard for my hard earned money I pay for a claims service. The only thing I buy from them is the service of claiming but now at claims stage I must realize how much it sucks.
58 replies
45 months ago
False advertising
I would like to lay a formal complaint against the Arbour crossing shop in Amanzimtoti Durban. I cam into the shop to purchase a trolley speaker and was escorted by a sales rep who walked me to the section then left me there to do my shopping. I found the speaker I like and it had a price tag of R2199 on it. I tested the speaker and connected it to my Bluetooth and was happy with the performance. A salesman approached me hearing the loud music and which stage I requested to purchase it. As he started to assist me he then told me it was in fact the incorrect price. He checked on his system and then called for the sales person responsible for that section. This gentleman then found the correct price which was a R1200 more. I was unhappy about this sudden turn of events and asked for a Manager. She was unable to address my concern and escalated the query to Theyns(not sure of spelling). He told me straight that he would not do anything to rectify the mistake they made and I must pay the full new price brought to my attention after the sale was initiated. He also put the possible blame on some kids who were no where to be seen in the store and alleged they swopped the tags. I got the impression he was implying I did it. This conversation was on record and he was made aware of that. I am very disappointed and unsatisfied with this service as I was really looking forward to spending my hard earned money at the shop but clearly I am not good enough to be treated fairly. Not to mention the consumer protection acts stance on such an act on their part as it does indeed amount to false advertising. As far as we could tell the store was rather empty and nobody but their staff would have done this.
0 replies
75 months ago
Not upholding warranty
Well, I guess spoke too soon in my last post on this company. The exact same issue I had prior to the repairs done by them in September 2019 has since returned. I took the vehicle in in December 2010 as it's still within the warranty period not to mention I had started querying the workmanship 3 days after I initially fetched the vehicle after the repairs in September but kept getting bluffed that everything was fine. They refuse to act on this and deny liability. It seems all those time I was coming to them for a check up on the work they had done they knew exactly what they had done wrong and kept telling me everything is fine in order to push the warranty period. Now they fail to give a technical report on what exactly went wrong and furthermore they wish to charge me storage whilst I lodge a complaint with RMI.
0 replies
78 months ago
Great service and workmanship
Great work and customer service from this company. From the technicians right up to Senior management. they have very humane values and treat all their customers equally. They respond quickly to any queries or issues and leave you understanding exactly what is going on. Keep it up guys!!!!
56 replies
78 months ago
False advertising
False advertising and unethical business practices are he name of he game here. I also heard they are getting they are getting employees to create fake profiles to compliment them. I bought a car from them after seeing an online advert where the vehicle was advertised as having a full service history. I was told the vehicle was fine and didn't have issues. When I took the vehicle for CRW it failed the test which means this dealership (car supermarket) sells unroadworthy vehicles off the floor to the public. I then took the vehicle started slipping out of 5th gear less than a month after I took it. I also then found out that the vehicle in fact was not up to date in it's services, furthermore there was a defect in the gearbox which they did not disclose. I lodged my complaint which took more than a month for them to address and even then they refused to take any responsibility. I am now taking the matter further based on sections 51 to 56 of the consumer protection act. These people have no ethics or morals when it comes to stealing our hard earned money.
56 replies
107 months ago
Inhuman and unfair treatment
<p>I have no words that could realy describe the treatment I have received from Miweay as a premium paying client, they have failed to meet all their contractual obligations. </p> <p> </p> <p>I put in a claim with them on 09/09/2016 where I was 250km away from home, their towing took 4 hours to arrive at the scene where I stuck on the side of the road in an extremely dangerous area, furthermore their towing company made an arrangement with another towing company to tow my vehicle to Kwamashu as they would not go into that black people area. Add to that they forced me to pay for my own towing upfront, and I was told in not so many words that if I did not fork out the R3000 I would be left on the side of the road.(so much for the part where they promise to assist us with towing after an in cident) When I followed up on this referring them to the contractual promise on my schedule they decided to make me pay for the car hire I received as well.</p> <p> </p> <p>It took the Miway investigator 1 month to make contact with me after I had contacted every senior member of management within reach who also failed to give any reasonable explaination for the prejudice I had already suffered as the vehicle I was claiming for was a business vehicle and even the car hire expired and they refused to extend it despite my plees. The investigator treated me like a second rate criminal depsite having a valid claim and tried to force me into saying my claim was not covered as it was a mechanical breakdown. I provided service and tracker records to try and assist in the claim and I cooperated with all reasonable requests, the investgator and management at Miway were adamanat my vehicle was damaged due to mechanical breakdown and wanted to reject my claim but I demanded they get a specialist to conclude as they had not expertise to make such a diagnosis, the specialist they appointed was honest and very professional and in their report they concluded the damages I had suffered were not due to mechanical breakdown as Miway had claimed, Miway management however still decided to reject my claim for this very reason.</p> <p> </p> <p>Disappointed,humiliated and already R10000 out of pocket I referred the matter to the Ombudsman wo have ruled in my favour that I was not treated failry and according to our contract with Miway. Even after this Miway has still refused to settle my claim afteer they were notified on 09/06/2017 to settle my claim within 7 days. </p> <p> </p> <p>I am still fighting to e ven get a response to what their real issue with me is, I have battled with feelings and opinions that had I been a white man in the same situation I have have been treated with much more humanity and respect, my emails and cals are never responded and when they are the discussions never bare any fruit. I am a victim of my own stupidity as I was warned about Miway before taking up the policy but I was blinded by the cheapness of the premium they offered so I am getting the value of the service I paid for I guess. the only other option I have now is to take legal action against them which will cost me more money but I do know at the end of the road I will be successfull and I might not sut down their company but truth would have prevailed over injustice.</p> <p> </p> <p>I insurance promises are everything and when a big insurance company like Miway breaks so many all in one go it really shows just how they are not in this business for the people but for thir own fat pockets.</p>
224 replies
Review Distribution
5 Star
1 (14.285714285714286%)
4 Star
0 (0%)
3 Star
0 (0%)
2 Star
0 (0%)
1 Star
6 (85.71428571428571%)