Policy Cancelled Without My Consent

It is with heavy heart that I write to you for the first time since I have taken a policy with you. It is unfortunate today that I am not writing to you with great news.

I am really saddened about what is going on my policy, I never expected to experience this since it was my time buying a car. You are really making my experience being difficult in this regard.

I sent an email to customer care on 01 June 2020 to enquire about my policy and I was told that my policy has been cancelled. 01 June 2020 another email came in from Phindule Dlamini, informing me that my policy has been retracted and I should contact the dealer for confirmation. I became worried about this since I didn’t cancel the policy.

I called the Selling dealership as well as the Finance House and I was informed that the policy is still active and it appears active on their side. They further advised me to call Insure Africa again to see if there is any mistake and to see if it can be rectified.

I called Insure Africa today and spoke to Alen Chikari who advised me to send him my policy documents. I did send him the policy documents and he responded that my policy shows that it has been cancelled as per the instruction from Debella Financial Services ( He attached a screenshot of the same). He further advised me to contact Debella to find out what is happening.

I called Debella and spoke to Leigh-Ann who checked my policy and confirmed that the policy was never cancelled. She further advised that Debella did not send any instructions to Insure Africa to cancel the policy and the only person who has the authority to cancel the policy is myself as the policy holder. She sent confirmation of the same to myself and ilse to confirm the same.

In the light of the above I want to understand the following:

· Is my policy still active?

· If it is not active, who cancelled it?

· If it is cancelled can I be forwarded proof of cancellation?

· And lastly what happened to the funds allocated to my policy by MFC?

It is not my wish to involve the Ombudsman’s at this stage, so kindly rectify my policy.

Regards

Thinandavha