MFC *********** and ************

I bought a car in 2016 second hand that is financed through MFC. It is a 2006 BMW that was purchased by us in October 2016. Upon signing the contracts of purchase, I was offered an option to take a policy with MFC to provide cover for engine failure and a few other mechanical issues.

That was paid for upfront and we'd had an issue with the gearbox a few months down the line which was sorted out timeously.

However, the policy contract exists for 2 years at a time. Hence, it expired this year. On the day the policy expired (12/10/2018), MFC phoned me to notify me of this and to offer me an extended policy valid from the next day. I took it because the car is old and was sent the necessary paperwork confirming this.

Thereafter, the engine overheating light came on in the car and we'd emailed them to ask for a list of RMI approved dealerships to take the car to for diagnosis.

I received the list days later but once we'd taken the car in for diagnostics and for the claim to be processed, I was told that the claim is declined as this is a pre-existing condition.

I logged a complaint as it made no sense to me the declining of the repairs to the car based on it being pre-existing. If it were an issue prior, we would've claimed on the previous policy with them. Something they have visibility on.

Following the complaint being logged, I was responded to rather pathetically several times after. We provided all the paperwork to prove the existence of the previous policy and the current one. Every single mail was responded to by clearly ***********, illiterate people who kept referring to me as "Mr Naidoo" when my name is in the subject line of the mail as a reference (Miss A Naidoo) as well as on the documentation for both policies. One email referring to incidents in 2006 and in a different mail, referring to 2011 and 2013 all dates prior to me buying the car. In a frustrating attempt to make it coherent for whoever had been replying (each time different people), I spelled out in yet another email that it bothers me that they have all details of policies I would've taken on the car which can only be from 2016 but they keep mentioning dates prior. To no avail and after many back-and-forths, I, in a scathing response, pointed out that they have the documentation for the vehicle and the previous policy and yet no one seems to be able to read it.

It bothers me that they are so quick to want to sell products to people offering support on vehicles and then are so reluctant to pay up when the time comes. What bothered me the most though was the staff with total lack of understanding in reading and responding to mails as well as no comprehension of what their very own policy documents state. Clearly they can't even decipher the systems they're working on or all the **** about times I didn't even own the car wouldn't have come up. How are they hired and trained?

It's so pathetic that a financial institution as big as they are can try to worm their way out of paying what is a clear cut policy claim. It is sadder too, that they are probably duping innocent people into paying for policies that they won't pay out and those people don't have the facilities or forums like this to air their concerns or how they've been declined also against what is stated in the contract. I understand there must be substantial backing to each claim but the sheer idiocy of the responses I received was shocking!

Let alone that I've paid and continue to pay towards something only to be told that it's declined for a reason that has no backing.

It's absolutely disgusting and I wouldn't suggest buying any products from them.