Stay away from M-Sure (SA Warranties)!

Stay away from M-Sure (SA Warranties)!

I had an extended warranty which was authorised (claimMS- ********** -A), but with a substantial shortfall. I sent an email and followed up, but did not receive any response whatsoever.

There was a latent defect in the engine of my 2013 Ford Fiesta 1.0 Ecoboost and this required a complete replacement of the engine. I called and spoke to M-Sure (SA Warranties) call centre to enquire why there was such a large shortfall for an engine that needs to be replaced which should have been fully covered by my “Full Factory Warranty Extension” policy. I was told that the items in the shortfall were service items that are not covered, such as oil, antifreeze, aircon re-gassing and consumables.

According to the extended policy schedule, I was not covered for the: “ 11) items that need to be changed at specific or regular intervals, such as oil and fluids, filters, additives, anti-freeze, spark plugs, V and cambelts, consumables and the like." However, according to Imperial Ford Cape Town, these particular items had to be changed/included as part of the engine replacement, and thus they do not apply to the above exclusion clause, as these were not “items that need to be changed at specific or regular intervals”, but conversely, were in fact items that were crucial as part of the new engine replacement/installation. The car had already been serviced in July 2018 and didn’t need any of these items but had to be included as part of the overhaul.

In addition, the service items mentioned in the breakdown (spark plugs, anti-freeze, brake fluid, oil, aircon re-gassing and consumables) come to a total of R 2,851.61 incl. VAT from the invoice, so not sure why there was a much larger shortfall of R9,966.82 which I was liable for.

This still needs to be resolved and I demand that the entire shortfall is refunded. In any case, it was an extremely painful experience trying to explain this to the call centre who were unable to explain the discrepancy and then went on to completely ignore my emails, so please void purchasing any extended warranties from this company.