Dial Direct Insurance
No service excellence- nominated service providers

My mother's Renault was involved in an accident in Dec. After advising Dial Direct (DD) of the accident and having the damage assessed by DD, she was told that Silver Star Auto Body Repair Centre would do the repair. She was told by DD that Silver Star Auto Body had her vehicles assessment information and would contact her when they would be in a position to repair her vehicle. 2 weeks ago, Silver Star advised her to bring her vehicle in for repair. When she took the car in she advised Silver Star that in terms of her policy she only had a rental vehicle for 15 days. Early this week she called Silver Star to make arrangements to collect her car today but to her horror was told by Silver Star had they not started the repair as they are struggling with parts.
I ask you with tears in my eyes- it is an imported car, surely you get the parts needed before you ask the client to bring the car in! Now both DD and Silver Star are not prepared to assist with a rental car to use during the ACTUAL repair. Surely if YOU make clients use YOUR service provider- YOU ensure their internal processes deliver service excellence. I am not in the repair industry- but even I can see the problems here!

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

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