Worst customer service

I had a policy with MSure Insurance and recently claimed from my shortfall cover. From the start, I experienced unnecessary runarounds. I was initially told my claim could not proceed because I did not have page 3 of the accident report. This page was then obtained from the accident bureau, it was a blank page as they had been advised.

The claims consultant assisting me, Tebogo Jabana, assured me that payment would be released by Tuesday (26 August 2025) latest. Despite multiple follow-ups, the bank payment was only made yesterday (28 August 2025). Throughout the process, nothing was explained to me, and I received no updates unless I actively chased them.

The customer service I received was, frankly, the worst I have ever experienced. It added significantly to my stress, especially given that I had already been through an accident and lost my car. I would not recommend MSure Insurance to anyone. The treatment was inconsiderate, below standard, and entirely unprofessional.

To make matters worse, only today was I informed that I must allow 21 working days for the remainder of the money to be paid to the bank by “suppliers.” After another email, I was told I need to request proof of payment (POP) from these suppliers myself, yet I have no information about who these suppliers are or how to contact them. This was never communicated to me beforehand, and in the meantime, the bank continues deducting installments from me while MSure delays this claim.

I have never been so disappointed in an insurance provider. And I will never use this insurance again.