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Resolution Process

We really care and we deliver, which is why we value your feedback. If you are not satisfied with the service you have received from us, please let us know about it.

Tell us about your complaint by:

  • Submitting your complaint in writing (by letter, fax, email or on the website) or call us if you are unable to send your complaint in writing. We will gladly write down your complaint on your behalf if you are unable to do so.
  • Your complaint must be accompanied by the following information:
    • Policy number and/or claim number
    • Name
    • Contact details
    • Details about your complaint, please include all important facts
    • Copies of all relevant documentation (previous correspondence, letters, quotations, proof of any losses incurred, etc.)
    • Your preferred solution/corrective action relating to the complaint

Tell us about your complaint by:

Internal Ombudsman

Telephone number: 0861 001 083

Fax number: 0861 879 252

Email address: resolutions@oakhurstins.co.za

Website: http://www.dotsure.co.za/ under the “Contact Us” option.

Physical Address:

127A York Street




Complaint Process:

  • Once your complaint has been received, it will be allocated to one of our Client Care consultants for resolution. A letter of acknowledgement to confirm receipt of the complaint will be sent to you within two business days via post, email or fax, depending on your preferred communication method.
  • We will investigate your complaint and liaise with the necessary departments and Internal Ombudsman to resolve your complaint.
  • You will be notified of the outcome of the complaint in writing within 14 business days.

Ombudsman for Short-Term Insurance can be contacted at:

If you feel that your complaint is not satisfactorily resolved, you may submit a complaint in writing to the Ombudsman for Short-term Insurance.

The Ombudsman for Short Term Insurance

Share call: 0860 726 890

Fax: 011 726 5501

Email: info@osti.co.za

Postal Address:

P.O. Box 32334



The FAIS Ombud can be contacted at:

If your complaint related to the way in which our product was sold to you, the disclosures made or the advice given, and you feel that it was not satisfactorily resolved by us, you may contact the FAIS Ombud.

Office of the Ombud for Financial Service Providers

Share call: 012 762 5000 | 012 470 9080

Fax: 012 348 3447

Email: info@faisombud.co.za

Postal Address:

P.O. Box 74571

Lynwood Ridge


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