Dial Direct Insurance
Dial Direct more worried about excess than service

I was most dissapointed in the service level from the clients services dep. My geyser burst on the Sat, while I was away on Holiday. I informed Dial Direct and within hrs they had assessed the geyser, thereafter the service level just deteriorated. Nobody called me, I had to call them 3 times on the Sat and Sun to follow up on progress AND EACH TIME I CALLED, ALL THEY ASKED WAS IF I WAS AWARE OF THE EXCESS! By the Monday 12h00, nobody had called or been out to replace the geyser. I called once again and then was reminded again about the EXCESS! I had agreed the Sat already to the Excess, but it seemed to be their priority rather than servicing the client. Thereafter I received about 5 calls from different ppl confirming that they would send someone but was I aware of the EXCESS? Eventually somebody called and said they would send someone the Tuesday. This was unacceptable as I have a father who is ill and was home with his care-giver with cold water since the sat. When I lost my nerve they agreed to send somebody on the Mon who arrived just after 5pm. I can't say I was surprised, but I got an sms just after the call to confirm that I am aware of the Excess! unbelievable

Company: Dial Direct Insurance
Country: South Africa
City: Western Cape

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