Discovery Insure should review its decision to use M-Sure as an administrator

Item: M-Sure Financial Services
Rating: 1
Author: William C

I'm not sure if Discovery Insure is aware of how its brand is being tarnished by M-sure, but we will do our best to bring it to the Discovery Insure CEO's attention. We secured a Vehicle Warranty insurance policy underwritten by Discovery Insure, but apparently administered by M-sure. We filed a claim with Discovery Insure to replace the turbo in our Mercedes Benz and have been frustrated at every step with their administrator M-sure, who has even gone as far as to request that Mercedes Benz put a "refurbished" or "reconditioned" turbo into our car. To Mercedes' credit, they instructed M-sure that "Mercedes does not fit reconditioned turbos into its cars". Consumers and prospective corporate partners should beware of engaging with this company. We will alert Discovery Insure to our experience.

Helpful (0)

Replies (3)

William C's updateReviewer Update

12 May 2021, 11:06

Since its been seven weeks since this customer complaint was posted and the company has elected not to respond, that should tell the prospective customers and M-sure's existing and prospective partners all they need to know about engaging with this company. Let me rather provide a public update: As promised, we reached out to the Discovery Insure CEO, who was extremely responsive and thankful that we brought this to his attention. We found resolution and eventually the warranty was honoured and Mercedes Benz was paid (and they appropriately put a new turbo in the car). We urged Discovery Insure to reconsider its partnership with M-sure, but we are "unsure" (pun intended) as to whether or not Discovery remains in partnership with this company. Perhaps "M-sure" should change its name to "Un-sure"? We'll let you be the judge!

William C's update12 May 2021, 11:06

Reviewer Update

M-Sure Financial Services's replyOfficial

12 May 2021, 13:04

Hello William,

We apologise that you have not had a good experience when trying to get assistance from us. We have escalated your complaint to be investigated and we will be in contact with you in the morning.

Thank you M-Sure Team

M-Sure Financial Services's reply12 May 2021, 13:04

Official

William C's updateReviewer Update

12 May 2021, 13:09

Thank you for the reply, albeit seven weeks after the initial complaint, but I have already resolved the problem by engaging with senior management at Discovery Insure.

William C's update12 May 2021, 13:09

Reviewer Update

Thank you for the reply, albeit seven weeks after the initial complaint, but I have already resolved the problem by engaging with senior management at Discovery Insure.