M-Sure has gone down the drain

A few years ago I couldn't be happier with M-Sure after they paid to get my gearbox repaired, no questions asked. Renewing the warranty was a no-brainer.

However, I'm experiencing the exact opposite with my current claim. After being in the workshop for 10 days waiting for parts, and M-Sure not responding to the workshop's requests in a timely manner I agreed to pay for the work done before the claim was processed in order to get my car back. This was a mistake as I'm now having endless problems trying to get the claim processed.

At first M-Sure wanted to know who at the workshop authorized the repairs. This resulted in repeated calls and emails between M-Sure, the workshop and myself. The information was provided to them via email on 18 October, after the workshop spoke to the M-Sure regional manager to get the claim escalated. I thought things were finally moving forward.

I then waited a week and phoned again on 25 October to find out the status of the claim, only to be told they're still waiting for the name of the person who authorized the repairs! Needless to say I flipped but to the call centre agent's credit she kept calm and tried to help me. She spoke to her line manager who said they now needed a diagnostic report for the clutch that was replaced. I was told they would request this from the workshop and call me back.

Needless to say this did not happen so I had to follow up again on 27 October. Since I couldn't get hold of the same agent who help me earlier the new agent was clueless and again asked me who authorized the repairs! I asked to speak to the line manager again and was put on hold. After 15 minutes I hung up and started writing this review as a last resort.

It's now been 3 weeks since my car was at the workshop and I've made zero progress getting this claim processed.