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Luthando R

1 reviews | Active since Aug 2017

24 Dec 2025, 15:11

Bsure Insurance advisors deliberately delaying cancellation to avoid refund

I am beyond frustrated with Bsure insurance advisors incompetence and lack of integrity.

I have been requesting the cancellation of my car insurance for a vehicle that has not been in my possession since 12 December 2025. Despite this being clearly communicated, Bsure has failed to cancel the policy and has continued to delay the process with empty promises.

I have followed up multiple times and on each occasion I am told the cancellation is “being processed” — yet nothing ever happens. Weeks later, the policy is still active. This is no longer an innocent delay; it feels intentional, especially as month-end approaches, raising serious concerns that this is being done to avoid refunds or financial adjustments.

This conduct is unacceptable for an insurance broker. It shows zero accountability, zero urgency, and zero respect for clients. A policy should not remain active on a vehicle that the client no longer owns this is basic insurance practice, yet Bsure seems incapable or unwilling to do the bare minimum. I am demanding: Immediate cancellation Written confirmation Full clarification on any refund owed

I will not recommend Bsure insurance advisors to anyone and will be escalating this matter further if it is not resolved immediately

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Replies (5)
Bsure Insurance Advisors
Bsure Insurance Advisors's reply24 Dec 2025, 15:22
Official
Dear Luthando,

Thank you for bringing this matter to our attention. We sincerely apologise for the frustration and inconvenience you’ve experienced regarding the cancellation of your car insurance policy. This is certainly not the level of service we aim to provide.

We understand your concern and the urgency of this matter. Immediate action will be taken.

Your feedback is invaluable, and we will ensure it is escalated internally to prevent situations like this in the future. A member of our team will reach out to you directly to resolve this as quickly as possible.

Kind regards,
Sinéad

The Solutions Centre
LR
Luthando R's update24 Dec 2025, 19:30
Reviewer Update
Thank you for the response, Sinéad.

For clarity, during the call I was not given a resolution. I was only informed that you would communicate with the consultant I initially dealt with. While I understand internal processes, this matter has already been delayed for an unreasonable amount of time.

My vehicle has not been in my possession since 12 December 2025, and I have requested cancellation multiple times since then. At this point, further internal communication without action is not sufficient.

Please confirm in writing:

The effective cancellation date (12 December 2025).
Written confirmation that the policy has been cancelled.
Details of any refund or premium adjustment due.

I am requesting clear timelines and documented confirmation, not further verbal assurances.

I trust this will now be handled with the urgency it requires.
Bsure Insurance Advisors
Bsure Insurance Advisors's reply09 Jan 2026, 16:49
Official
Good day Luthando,

Thank you for bringing this to our attention. 

I have been advised that you have been contacted by one of our advisors, who confirmed that your cancellation request has been processed.

This concludes that your query has been resolved. 

If you need further assistance, please contact ***.

Kind regards,
Samantha

The Solutions Centre
LR
Luthando R's update14 Jan 2026, 15:08
Reviewer Update
Good day Samantha,

Thank you for your response.

While it is correct that consultants from Bsure have contacted me, the matter has not yet been resolved. Although my cancellation request was processed, there is an outstanding refund that has not been finalised.

I have received multiple calls from consultants indicating that they will revert to me; however, no clear feedback or resolution regarding the refund has been provided to date.

I therefore cannot confirm that the query has been resolved and would appreciate your assistance in ensuring that the refund process is concluded and communicated clearly.

I look forward to your prompt response.

Kind regards,
Luthando Ramse
Bsure Insurance Advisors
Bsure Insurance Advisors's reply14 Jan 2026, 18:32
Official
Hi Luthando,

Thank you for bringing this matter to our attention. 

I have raised this with our complaints team accordingly. A member of our team will reach out to you directly to resolve this as quickly as possible.

Kind regards,
Sammy

The Solutions Centre