Urgent Escalation: Outstanding Clutch Warranty Claim

Dear M-Sure Team,

A warranty claim for the replacement of my vehicle’s clutch was logged by Kia Somerset West and registered with M-Sure on 2 September 2026.

All the required supporting documentation: including photographs, technical reports, and quotations for the replacement has been submitted. Despite this, we have received no feedback or meaningful update regarding the status of the claim.

Kia Somerset West has sent numerous follow-up messages, and I have also made several attempts to obtain an update, all without success. During my latest call, I was placed on hold for 17 minutes after the agent, Sello, advised that he would check the status of the claim. My airtime eventually ran out, and I have not received a return call or email.

This lack of communication and progress is unacceptable, particularly given that all requested information has already been provided.

Please treat this matter as urgent and provide:

The current status of the claim; The reason for the delay; Confirmation of whether any further information is required; and A clear timeframe for a decision and completion of the claim.