Paying Premiums for Years – Abandoned When the Vehicle Actually Needs Help

This has been one of the most frustrating experiences we have ever had with a vehicle warranty/service provider.

Mrs Beauty Nokonwaba Matshikiza has been paying her M-Sure premiums month after month for a long period of time, believing that she was protecting herself against exactly the kind of situation she is facing now.

Her Hyundai SUV has developed a serious mechanical problem and is currently stuck at a Hyundai dealership repair centre.

Now that the vehicle actually needs assistance, suddenly there are excuses, delays and a refusal to pay for the repairs.

How is this acceptable?

M-Sure has had no problem taking the customer's money every month. But when the customer needs the service she has been paying for, the situation suddenly becomes complicated.

It leaves us asking a very simple question:

WHAT EXACTLY HAVE WE BEEN PAYING FOR ALL THESE YEARS?

A policy is supposed to provide protection and peace of mind. Instead, this experience has left the customer without her vehicle, frustrated, inconvenienced and having to fight to get assistance.

From the customer's perspective, it feels like M-Sure is very interested in collecting premiums but becomes completely uninterested when it is time to assist a paying customer.

That is an absolutely unacceptable way to treat someone who has faithfully paid their premiums.

If there are exclusions or conditions in the policy that M-Sure believes justify refusing the repair, then put them in writing and explain them clearly. Don't simply leave a paying customer stranded with a vehicle sitting at a dealership.

We strongly urge anyone considering M-Sure to read the fine print very carefully and ask exactly what will and will not be covered before handing over their hard-earned money every month.

This experience has destroyed our confidence in M-Sure.

M-Sure Financial Services, you have taken the premiums consistently. Now take responsibility for explaining why you are refusing to assist when the customer actually needs the cover.

Policyholder: Mrs Beauty Nokonwaba Matshikiza Policy Number: *** Vehicle: Hyundai SUV Vehicle currently at: Hyundai dealership repair centre

This is not the service anyone expects after faithfully paying premiums for years. Extremely disappointing, extremely frustrating and completely unacceptable.

M-Sure: collecting a premium is easy. Standing behind your product when the customer needs it is what truly matters.