Complicated Claim??

I have had an extended warranty with MFC Innovation Group for more than 2 years. On Saturday I had taken my vehicle in for a service at VW and found out that a few repairs needed to be done. I was advised by VW that it would okay to contact MFC on Monday as they are closed on weekends. On Monday, I sent a mail to Nedbank (an email address found on my policy) - I was then advised to contact Innovation Group - which I did.

The consultant told me that the clause in my claim states that no repairs shall be done without their admins approval and should repairs be done on a weekend, I would need to be in touch on the first business day after.

I was in touch on the first business day after and will now cancel this policy. The consultant I spoke to also referred to my claim as a "complicated"one. What is so complicated??

I never thought a reputable company like MFC would conduct business in this manner. Never a problem to take money, but always an issue when it comes to a payout.