M-SURE: A Case Study in Frustrating Insurance Practices

I understand that insurance companies aren't typically known for their customer-centric approach, but my recent experience with M-SURE has truly set a new low.

In 2018, when I purchased my first car, I signed up for an excess cover policy with a different entity. The policy slipped my mind as I remained incident-free until my car was unfortunately written off in October 2023. By then, the original insurer had merged, becoming M-SURE, and I honestly couldn't recall the purpose of the ongoing debit orders.

It wasn't until May 2025, while reviewing my debit order statements, that I finally investigated what M-SURE had been deducting for 19 months post-incident. The initial call center interaction was cordial, with the agent clarifying the policy's purpose and directing me to claims. This is where the predictable frustration began.

On May 23rd, I was provided with a list of documents required for my claim:

Agreement of Loss Accident Report Assessor's Report and pictures Certified ID copy (not older than 3 months) Proof of banking details Natis document Pictures Paid-up letter I spent the following day diligently gathering everything, with assistance from my primary car insurance company. However, upon submitting the complete package, M-SURE introduced a new, unmentioned requirement: an affidavit from the police explaining why I didn't claim when the accident occurred. Each email exchange brings further demands for paperwork and questions that were not initially disclosed, with a glacial turnaround time of one or more business days per response.

It is now June 3rd, and my last communication from M-SURE was on Thursday, May 29th, leaving me in limbo. While I expect a certain level of bureaucracy from insurance providers, M-SURE's piecemeal approach to document requests and slow communication is exceptionally frustrating.

Stay away from them!