M Sure no feedback

Two years ago when I purchased my used 2014 Fiat Qubo 1.4 Petrol from Worcester Nissan I opted to purchase a 2 year warranty for my vehicle as it was already out of factory warranty, although the mileage was extremely low for its age. With the cost of mechanical or electrical failure I personally though this was a good idea and worth the money I spent on purchasing the warranty,

Low and behold just over a year after purchasing the vehicle I had to submit a claim for the vehicle gearbox which developed and issue and some gears and bearings needed to be replaced,

M Sure approved the claim and with the parts not being readily available in South Africa it took almost 3 months before the vehicle was eventually fixed.

I was impressed with the service received from M Sure at that stage as they where quite quick and sorted the claim out within a reasonable time frame,

A couple of weeks ago the vehicles Blue and Me (Bluetooth Audio Unit) gave in and I contacted M Sure to submit a claim.

Well that's where things started going wrong, after weeks of fighting with them as they claimed this part/unit was not covered under their policy, even though the policy wording clearly stated that the audio system if OEM fitted including the phone system if OEM fitted are covered, and having to take the matter up with the insurance ombud, they eventually approved the claim to the maximum benefit allocated under the policy.

I was glad that we could come to an agreement and that they honored the claim.

The repairing dealership unfortunately does not have the part/unit/component as this is ex Italy and can take up to 3 months to get once ordered, the issue being that the dealership would not order the part unless full payment was made for the part/unit/component,

I contacted M Sure on the 11th of November and asked them if it would be possible to do a cash settlement for the claim to me, as I would then pay for the part and order it from the supplier/dealer, once received I would then pay out of my pocket for the installation and programming of the unit/part/component,

To date I have not received any feedback from M Sure regarding my request, no contact was made, even just to confirm receipt and acknowledge my request.

This leaves a bad taste and unfortunately puts me in a predicament as I cannot order the part or get the work done and my vehicle still has the issue for which the claim was submitted and eventually approved.