Dial Direct Insurance
No response received 1 week after my claim

I had an accident a week ago. I submitted my claim with a consultant named Willie, on behalf of Dial Direct. Initially I thought my car was fine to drive, but when I took it to the Assessment Center they advised me not to drive it. I parked it and called Willie to give him an update. He told me given that my car is no longer drivable, he would be able to give me feedback on Wednesday 23 May 2013 at 08:15 am, as the damage is worse than we initially thought.

I waited for his call and when 14:00 PM rolled around and I hadn't heard from him, I gave the Claims department a call. I spoke to Liesel who told me the assessment had been completed on Monday and what the damage would cost to repair. She said she would leave a message for Willie to call me back. The reason my claim has not been approved is because they are struggling to get hold of the third party. I fail to understand how this should prevent someone from picking up a phone and calling me to let me know where we are in the process.

The third party is not affected by this as they can drive their car - I however am the one inconvenienced and not getting any customer service from my Insurance provider.

Company: Dial Direct Insurance
Country: South Africa
City: Johannesburg

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