MotorSure Direct Poor Service

Good day Stephan,

Trust you are well,

I come to you as a last measure to resolve this dispute my wife is currently faced with your insurance company Motor Sure Direct,

She was in involved in a car accident September 2019 and when the claim was sent through to the claims department they had come back to me stating that the policy was not valid as they did not receive payment for 2 consecutive months. I then proceeded to ask them to supply supporting evidence that they had attempted to debit her account as there were more than enough funds available during these months. They then agreed that I could back pay the 2 months and they would approve the repair of my vehicle (To me this is admitting there is a fault on your end) I find this quite concerning as it is the insurances responsibility to make sure that debit orders are processed and fully understand that it is my responsibility to make sure that there are funds available for the debit orders to go through, but this was not the case as mentioned above. She was then involved in a hit and run accident during December 2019, whereby a vehicle had rear ended my car and drove off before any details could be shared. I did however manage to capture the car registration which has been filled in the police report. I then notified you guys of the incident and proceeded to obtain quotes for the repair work to be carried out. I was then told by the car repairer that you guys are requesting that I pay an excess of R10,000 which is not on the original policy schedule agreed between myself and MotorSure Direct Insurance (Original - Policy Schedule CMO000300). You would also find that there is no mention of 2 or more claims per annum and no car hire as well. I then noticed that the policy number had changed and there was an adjustment to the original policy; particular the 10% of claim minimum R10,000 excess under General of the Schedule of Excess on the amended policy (MM2070). Car hire is also now included. The schedule of the insurance specifications has changed drastically.My question is how does a policy change without consent between the insured and insurer and in my view is ******* and a breach of contract. The question has to be asked how does an insurance policy change without consultation and agreement between the 2 parties. She then made contact with the claims department yesterday to query this with them and spoke to a consultant who was unable to assist. I then queried to speak to a manager to assist with this matter. The person that I spoke to was Matt Brummer who I must state was very unhelpful and quite rude on the phone. A few comments made by him were: • He does not care and I can take up this matter up with the Ombudsman • It is what it is and does not know what I am going to do. The call was made between (1:34pm and 1:45pm) yesterday and cannot believe the rudeness of this individual (Is this the way a professional Service Provider should be dealing with its clients). I would like the call to be pulled as I feel there is a massive problem when he deals with customers which could jeopardize other client’s portfolios. Is this how you guys deal with your customers? Your urgent assistance would be greatly appreciated as I would like closure on this matter as soon as possible. Please understand she is now without a car at the moment which makes it quite difficult to get my kids to school and to and from work on a Daily basis. I did not take up the car hire since did not ask for this ias stipulated in the new policy MM2070 that was drafted without consent.

Your claims department is saying they explained and my wife was advised per the email, but did not agree to this, why would she? She has not requested any changes, but they are using his email as his so called proof.

I find this unacceptable and would like you to intervene here and have this matter resolved,

Your assistance with this matter would be greatly appreciated,