Complaints Process

We put our customers at the heart of everything we do – and that means listening to you to constantly improve our service and product offerings. If you’re dissatisfied in any way, we would like to hear about it.

Guided by the immortal words of ‘90s rap sensation Vanilla Ice, “If there was a problem, yo I’ll solve it,” we’re here to take on any feedback, critique, or complaints to deliver you the level of care that we pride ourselves on.

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Email us

You may also submit your complaint in writing and email it to us. If you are unable to send it in writing, you’re welcome to call us with the information.

Your complaint must be accompanied by the following information:
  • Policy number and/or claim number
  • First name
  • Last name
  • Contact number
  • Email address
  • Details about your complaint, including all important facts
  • Copies of all relevant documentation (previous correspondence, letters, quotations, proof of any losses incurred etc.)
  • Your preferred solution
Dotsure Internal Resolutions

Telephone number: 0861 001 083

Fax: 0861 879 252


Postal Address: 127A York Street, George, 6529

The process
  • Once your feedback or complaint has been received, it will be allocated to one of our Consultants.
  • A letter of acknowledgement confirming receipt will be sent to you within two business days.
  • The Consultant will investigate and liaise with the necessary departments to resolve your complaint.
  • You will be notified of the outcome in writing within 14 business days.
Further recourse

If your complaint is still not satisfactorily resolved, you may contact the relevant Ombud:

National Financial Ombud Scheme South Africa (NFO)
  • Registration Number 2023/162407/08
  • JHB Physical Address:
    • 110 Oxford Road
    • Houghton Estate
    • Illovo
    • Johannesburg
    • 2198
  • CPT Physical Address:
    • Claremont Central Building
    • 6th Floor
    • 6 Vineyard Road
    • Claremont
    • 7708
  • Tel: 0860-800-900
  • Email:
  • Website:
The Office of the Ombud for Financial Services Providers
  • Sharecall: 086 066 3274
  • Postal Address:
    • P O Box 41
    • Menlyn Park
    • 0063