Poor communication and service

I bought a vehicle in 2022 and was financed by MFC. As soon as the contract came through, they contacted me about a product called Credit Shortfall. I normally do not take these policies because I normally pay off my debt, but with this car, I was considering it because I was not going to be the only driver. They send me guidelines on how it worked, and I do not have to worry about paying for a vehicle that was written off. I took the policy. This was all through MFC, as they say, a division of Nedbank. In 2024, they informed me that Nedbank Insurance will be the administrator of the Credit Shortfall policy. On the 29th of June, my vehicle was in an accident and was written off. My insurance, MIWAY, was doing its side of the claim. On the 14th of July, I requested a settlement letter from MFC, which I received. I followed up with them, and they informed me that Nedbank Insurance will be in contact with me. After a few days, they contacted me and requested some documents. I sent it to their default email, and just forgot to copy the consultant. Then there was nothing from them, I had to phone and went through 10 different people in almost 20 minutes to find out that the person was not available to speak to me. The consultant I spoke to at that time told me she could see the documents in the inbox and would inform the person who is assisting me. The person came back and said I must resend the documents. The lack of communication was very frustrating, and trying to get hold of the right person at Nedbank Insurance was even more frustrating. My debit order went off. On the 13th of August, they paid my claim, and there was still a shortfall, so I paid the shortfall, and no refund of my debit order, and they promised. I make use of Nedbank insurance for my building, but I have never had challenges with. It makes me think that Nedbank Insurance is really not geared up to pay out for a credit shortfall policy, because I'm sure, probably 60% of people do not claim it. They are one company, but there is no communication between the MFC and Nedbank Insurance. I, as the client was like the middle man. MIWAY paid out as per the policy on the 17th of July over to MFC. So