UNHAPPY, FRUSTRATED WITH POOR CUSTOMER SERVICE

On 01/11/2019, I had my car breakdown. I called MFC with whom I have an extended warranty with to confirm that a previous issue with my policy had been sorted out and to request a breakdown service to tow the vehicle to an RMI dealership. They referred me to Innovation Group, who are the insurer.

I was told that because I had missed a service, my policy SHOULD have been cancelled (fair enough, as this was the issue I had previously). This was in June 2019.

Since then,I had my car serviced (within 30 days of the date of the claim denied) and paid for repairs done out of my own pocket.

Meanwhile, I was paying for the Extended Warranty that should have been re-sold as a Pre-owned Warranty. I find out on 01/11/2019 that the cancellation was never done. I spent over 3 hours, from 8:00 am till after 11:00 on the phone, speaking to a host of different people to try and resolve the issue. This time I am still stranded in the car, with no way forward. Eventually I was helped by a consultant (Ms Thandiwe) who was able to confirm that the cancellation and re-sell would happen, without affecting my claim. She then forwarded a list of RMI dealerships I could send the car to, while I waited for the confirmation letter, again to make sure that my claim would not be affected.

The confirmation letter did not come until 05/11/2019, at that I had to make another call to follow up. My case was referred to Ms Thandiwe again, who was able to assure me that my claim would not be affected, as long as the RMI dealer did no repairs until he had forwarded the claim to them.

Today, 07-11-2019, the RMI dealer is told that my policy is not active. So I had to make another follow up call, this time I am told of waiting periods (of which the only cooling off period mentioned in the confirmation letter is with regards to me cancelling the policy).

At this point, it is extremely frustrating to be fighting with a brand that I trusted so much. 1. In June 2019, a claim was declined. It was my fault. I have since then made sure I comp**** and paid for repairs and service out of my own pocket.

2. Cancellation and re-sale should have been done in June 2019, it wasn't done, yet premiums were being deducted.

3. I have had to call and follow up so many times to even get assistance (Thank you to Ms Thandiwe for atleast giving some directive), even though at this point it's proving to be futile. With every phone call and every different voice I spoke to, I got the sense that the specifics of my case were not being relayed accurately.

4. I was assured that my claim would not be affected, so long as the RMI dealership did nothing to the car before confirming with Innovation group. Yet, here we are with more delays.

5. I am hearing of cooling off/waiting periods and inactive policies, just as the RMI dealer is ready to submit a claim.

This is very poor customer service. I cannot believe it has to take almost a week to sort out. My claim is being affected.

Unhappy and Frustrated Tandiswa Salukazana *** ***