Warranty Claim

Item: M-Sure Financial Services
Rating: 1
Author: Munei R

I am very disappointed with the service I have received from M-Sure regarding my Volkswagen Polo.

I have been waiting for updates on my matter for a long time now, but I receive zero proactive communication. No emails, no SMS, nothing. Every time I need to know what is happening, I have to call myself.

When I do call, I am placed on hold for long periods until my airtime runs out completely. This has happened multiple times and it is incredibly frustrating and costly. As a paying customer, I expect basic professionalism – at least regular updates so I don’t have to keep chasing. Instead, it feels like my claim/policy is being ignored until I phone.

I have now lodged a formal complaint with the M-Sure complaints team, but I felt it necessary to warn other customers: do not expect smooth or customer-friendly service from M-Sure. I hope they improve their communication and stop wasting customers' time and money on endless hold music.

Helpful (0)

Replies (3)

M-Sure Financial Services's replyOfficial

30 Mar 2026, 21:08

Hello Munei,

We apologize that you have not had a good experience when trying to get assistance from us.
We have escalated your complaint to be investigated and we will be in contact with you in the morning.

Thank you
M-Sure Team

M-Sure Financial Services's reply30 Mar 2026, 21:08

Official

Munei R's updateReviewer Update

01 Apr 2026, 14:41

Hi M-Sure,

I haven’t received any response in the past 24 hours. At this point, I may have no choice but to cover the cost of my car myself, as the process has been taking quite some time.

I’m unsure of the next steps or what is required from your side, as I’ve grown frustrated with the continuous follow-ups.

Munei R's update01 Apr 2026, 14:41

Reviewer Update

Munei R's updateReviewer Update

01 Apr 2026, 16:36

Hi M-Sure Complaints Team,

I would like to formally raise my concern regarding the handling of my claim.

Due to the lack of response and extended delays, I have proceeded to pay for the repairs myself. Please see the attached proof of payment and related documentation.

I was not prepared to wait indefinitely, as the continued delays were becoming costly. The vehicle remaining at the workshop for longer would have resulted in additional charges, effectively increasing my expenses while I waited for feedback from your side.

This situation has caused significant inconvenience and financial impact. I have never dealt with such a complicated process before, and the delays have ultimately forced me to cover the repair costs out of my own pocket.

Kindly advise on the next steps and how this matter will be resolved.

Munei R's update01 Apr 2026, 16:36

Reviewer Update

Hi M-Sure Complaints Team,

I would like to formally raise my concern regarding the handling of my claim.

Due to the lack of response and extended delays, I have proceeded to pay for the repairs myself. Please see the attached proof of payment and related documentation.

Kindly advise on the next steps and how this matter will be resolved.