VT
Vanessa T
1 reviews | Active since Jul 2009
10 Dec 2025, 08:06
Unresolved Claim for the past 9 months
We would like to formally raise concerns regarding the ongoing claim that has been in process since March 2025. Despite repeated attempts to obtain assistance and clarity, the assigned claims clerk at MUA has consistently failed to provide the necessary support to the Insured.
It is troubling that, to date, all consideration appears to have been given solely in favour of the supplier, whose conduct has been *********** and unprofessional. The supplier has not taken responsibility for the poor service, ongoing delays, and repeated shortcomings that have significantly impacted the Insured.
Helpful (0)
Replies (10)0
Replies (10)
MUA Insurance Acceptances (Pty) Ltd's replyOfficial
10 Dec 2025, 10:20Dear Vanessa,
We confirm receipt of your complaint and are committed to resolve it through our internal dispute resolution process and in collaboration with yourself and your broker.
A senior member of our Claims Team will reach out to you shortly.
Best regards,
We confirm receipt of your complaint and are committed to resolve it through our internal dispute resolution process and in collaboration with yourself and your broker.
A senior member of our Claims Team will reach out to you shortly.
Best regards,
MUA Insurance Acceptances (Pty) Ltd's reply10 Dec 2025, 10:20
Official
Dear Vanessa,
We confirm receipt of your complaint and are committed to resolve it through our internal dispute resolution process and in collaboration with yourself and your broker.
A senior member of our Claims Team will reach out to you shortly.
Best regards,
We confirm receipt of your complaint and are committed to resolve it through our internal dispute resolution process and in collaboration with yourself and your broker.
A senior member of our Claims Team will reach out to you shortly.
Best regards,
VT
Vanessa T's updateReviewer Update
12 Jan 2026, 15:22 Good Day, There has been no positive feedback received from my broker to date. However, MUA have not reached out to resolve the issue or to assist in resolving this matter amicably.
The bangle was delivered for the second time with different finishes, which does not meet the agreed specifications. We have now been advised that we must either pay for our own evaluation or submit a claim to the NFO.
We were the premium payers for the insurance, yet the supplier appears to be permitted to supply what they see fit, while we are expected to accept substandard quality. This is both disappointing and unacceptable, given the circumstances and the expectations set at the outset.
We request clarity on how this matter will be resolved fairly and urgently, without placing additional financial burden on us for an issue that is not of our making.
We look forward to your prompt response and assistance in bringing this matter to a satisfactory conclusion.
VT
Vanessa T's update12 Jan 2026, 15:22
Reviewer Update
Good Day, There has been no positive feedback received from my broker to date. However, MUA have not reached out to resolve the issue or to assist in resolving this matter amicably.
The bangle was delivered for the second time with different finishes, which does not meet the agreed specifications. We have now been advised that we must either pay for our own evaluation or submit a claim to the NFO.
We were the premium payers for the insurance, yet the supplier appears to be permitted to supply what they see fit, while we are expected to accept substandard quality. This is both disappointing and unacceptable, given the circumstances and the expectations set at the outset.
We request clarity on how this matter will be resolved fairly and urgently, without placing additional financial burden on us for an issue that is not of our making.
We look forward to your prompt response and assistance in bringing this matter to a satisfactory conclusion.
MUA Insurance Acceptances (Pty) Ltd's replyOfficial
13 Jan 2026, 10:29Dear Vanessa,
We have been in contact with your broker throughout December 2025 as well as yesterday, telephonically and via email, in which further suggestions as alternatives to an approach to the NFO, was put forward.
Kind regards,
We have been in contact with your broker throughout December 2025 as well as yesterday, telephonically and via email, in which further suggestions as alternatives to an approach to the NFO, was put forward.
Kind regards,
MUA Insurance Acceptances (Pty) Ltd's reply13 Jan 2026, 10:29
Official
Dear Vanessa,
We have been in contact with your broker throughout December 2025 as well as yesterday, telephonically and via email, in which further suggestions as alternatives to an approach to the NFO, was put forward.
Kind regards,
We have been in contact with your broker throughout December 2025 as well as yesterday, telephonically and via email, in which further suggestions as alternatives to an approach to the NFO, was put forward.
Kind regards,
VT
Vanessa T's updateReviewer Update
22 Jan 2026, 16:07 I was advised that my only options were to either absorb additional personal cost for an evaluation, or pursue the matter through the NFO, a process that is both tedious and entirely unnecessary. These options are not solutions. They are an abdication of responsibility by MUA for the repeated failures of its supplier.
MUA’s requested that I have the bangle independently evaluated at my own expense—yet again to prove the incompetence of your appointed supplier—There is a difference in the sizing as well as the value which has been escalated by over R40k this once again demonstrates the extremely poor service levels received.
MUA’s requested that I have the bangle independently evaluated at my own expense—yet again to prove the incompetence of your appointed supplier—There is a difference in the sizing as well as the value which has been escalated by over R40k this once again demonstrates the extremely poor service levels received.
This is now the third time the bangle must be returned to the supplier to be remade. This is beyond unacceptable. The ongoing inability of your supplier to deliver work of an acceptable standard is, quite frankly, pathetic.
I require an immediate and clear response addressing the following:
- How many further attempts will be allowed for this supplier to “rectify” the same recurring issues?
- Why MUA believes it is reasonable to place additional cost, inconvenience, and administrative burden on the customer for failures that are not of my making.
- What decisive action MUA will take to resolve this matter once and for all, without further delay or expense to me.
My patience has been exhausted. This matter needs to be resolved promptly and conclusively.
VT
Vanessa T's update22 Jan 2026, 16:07
Reviewer Update
I was advised that my only options were to either absorb additional personal cost for an evaluation, or pursue the matter through the NFO, a process that is both tedious and entirely unnecessary. These options are not solutions. They are an abdication of responsibility by MUA for the repeated failures of its supplier.
MUA’s requested that I have the bangle independently evaluated at my own expense—yet again to prove the incompetence of your appointed supplier—There is a difference in the sizing as well as the value which has been escalated by over R40k this once again demonstrates the extremely poor service levels received.
MUA’s requested that I have the bangle independently evaluated at my own expense—yet again to prove the incompetence of your appointed supplier—There is a difference in the sizing as well as the value which has been escalated by over R40k this once again demonstrates the extremely poor service levels received.
This is now the third time the bangle must be returned to the supplier to be remade. This is beyond unacceptable. The ongoing inability of your supplier to deliver work of an acceptable standard is, quite frankly, pathetic.
I require an immediate and clear response addressing the following:
- How many further attempts will be allowed for this supplier to “rectify” the same recurring issues?
- Why MUA believes it is reasonable to place additional cost, inconvenience, and administrative burden on the customer for failures that are not of my making.
- What decisive action MUA will take to resolve this matter once and for all, without further delay or expense to me.
My patience has been exhausted. This matter needs to be resolved promptly and conclusively.
MUA Insurance Acceptances (Pty) Ltd's replyOfficial
23 Jan 2026, 09:15Dear Vanessa,
We acknowledge receipt of your correspondence.
MUA remains committed to delivering the bangle in line with the agreed specifications. The supplier has been instructed accordingly, and this remake is being managed with the clear intention of achieving final resolution.
MUA Insurance Acceptances (Pty) Ltd's reply23 Jan 2026, 09:15
Official
Dear Vanessa,
We acknowledge receipt of your correspondence.
MUA remains committed to delivering the bangle in line with the agreed specifications. The supplier has been instructed accordingly, and this remake is being managed with the clear intention of achieving final resolution.
VT
Vanessa T's updateReviewer Update
26 Jan 2026, 10:58 Good Day Carina,
Please may you provide clear responses to the questions raised in my previous correspondence.
Specifically, we require clarification on the following:
- How many further valuations will be conducted for our account while the trust remains with your appointed supplier?
- What is the reason for the significant discrepancies between the valuations received to date?
- How many additional attempts will be made by your appointed supplier to deliver the bangle in accordance with the required specifications?
A further almost two months have now passed without a final resolution, which is of serious concern. We would appreciate a definitive response and a clear timeline for closure of this matter.
We look forward to your urgent feedback.
VT
Vanessa T's update26 Jan 2026, 10:58
Reviewer Update
Good Day Carina,
Please may you provide clear responses to the questions raised in my previous correspondence.
Specifically, we require clarification on the following:
- How many further valuations will be conducted for our account while the trust remains with your appointed supplier?
- What is the reason for the significant discrepancies between the valuations received to date?
- How many additional attempts will be made by your appointed supplier to deliver the bangle in accordance with the required specifications?
A further almost two months have now passed without a final resolution, which is of serious concern. We would appreciate a definitive response and a clear timeline for closure of this matter.
We look forward to your urgent feedback.
VT
Vanessa T's updateReviewer Update
27 Jan 2026, 12:18Good Day
Please advise when we may expect your response to the above. This claim has been incurring additional costs and time for us the insured. Thanks Vanessa
Please advise when we may expect your response to the above. This claim has been incurring additional costs and time for us the insured. Thanks Vanessa
VT
Vanessa T's update27 Jan 2026, 12:18
Reviewer Update
Good Day
Please advise when we may expect your response to the above. This claim has been incurring additional costs and time for us the insured. Thanks Vanessa
Please advise when we may expect your response to the above. This claim has been incurring additional costs and time for us the insured. Thanks Vanessa
MUA Insurance Acceptances (Pty) Ltd's replyOfficial
27 Jan 2026, 16:34Dear Vanessa,
We have been in continuous correspondence with your broker, who is fully aware of our position on this matter. Your claim has been indemnified in strict accordance with the terms and conditions of your policy. Despite this, we have continued to engage in good faith in an effort to address your concerns.
We have been in continuous correspondence with your broker, who is fully aware of our position on this matter. Your claim has been indemnified in strict accordance with the terms and conditions of your policy. Despite this, we have continued to engage in good faith in an effort to address your concerns.
As all relevant information has already been communicated through the appropriate channels, we will not be engaging in further correspondence via the HelloPeter platform. Should you require any additional clarification, please continue liaising with your broker.
MUA Insurance Acceptances (Pty) Ltd's reply27 Jan 2026, 16:34
Official
Dear Vanessa,
We have been in continuous correspondence with your broker, who is fully aware of our position on this matter. Your claim has been indemnified in strict accordance with the terms and conditions of your policy. Despite this, we have continued to engage in good faith in an effort to address your concerns.
We have been in continuous correspondence with your broker, who is fully aware of our position on this matter. Your claim has been indemnified in strict accordance with the terms and conditions of your policy. Despite this, we have continued to engage in good faith in an effort to address your concerns.
As all relevant information has already been communicated through the appropriate channels, we will not be engaging in further correspondence via the HelloPeter platform. Should you require any additional clarification, please continue liaising with your broker.
VT
Vanessa T's updateReviewer Update
28 Jan 2026, 07:39 Good Day,
My broker has confirmed that no further feedback has been provided in response to the questions previously raised. To date, MUA has not addressed these queries, despite multiple requests from both my broker and myself.
Please confirm whether your terms and conditions of the policy allow for an item that does not meet the required specifications to be repeatedly returned to the supplier for rectification, with those incorrect specifications not being formally addressed.
In addition, I request clear written responses to the following:
- How many further valuations will be conducted on our account while the item remains with your appointed supplier?
- What is the reason for the significant discrepancies between the valuations received to date?
- How many additional attempts will be made by your appointed supplier to deliver the bangle in accordance with the agreed specifications?
I would appreciate a detailed response addressing each of the above points individually.
VT
Vanessa T's update28 Jan 2026, 07:39
Reviewer Update
Good Day,
My broker has confirmed that no further feedback has been provided in response to the questions previously raised. To date, MUA has not addressed these queries, despite multiple requests from both my broker and myself.
Please confirm whether your terms and conditions of the policy allow for an item that does not meet the required specifications to be repeatedly returned to the supplier for rectification, with those incorrect specifications not being formally addressed.
In addition, I request clear written responses to the following:
- How many further valuations will be conducted on our account while the item remains with your appointed supplier?
- What is the reason for the significant discrepancies between the valuations received to date?
- How many additional attempts will be made by your appointed supplier to deliver the bangle in accordance with the agreed specifications?
I would appreciate a detailed response addressing each of the above points individually.
VT
Vanessa T's updateReviewer Update
30 Jan 2026, 11:30Good Day
I am writing once again regarding MUA’s handling of my claim and the subsequent lack of engagement following our concerns.
MUA appointed a supplier to remake a bangle that was insured based on the specifications detailed in the valuation certificate. On the second attempt at remaking the item, the bangle again failed to meet the agreed specifications. This followed an earlier remake which was also incorrect, demonstrating an ongoing failure to deliver a like-for-like replacement.
When we raised these concerns, we were advised to obtain an independent valuation at our own cost to substantiate the discrepancies. We did so, and the valuation clearly confirms that the remade item does not match the specifications outlined in the original valuation certificate upon which the insurance policy is based.
Despite providing this evidence, MUA has now stated that the matter will not be addressed further, once again referring solely to the policy’s terms and conditions, without engaging with the substance of the issue raised.
This position is deeply concerning. If an item is insured according to the specifications detailed in a valuation certificate, it follows that, in the event of a loss, the replacement or settlement must correspond to those same specifications. Failure to do so fundamentally undermines the purpose of the insurance contract.
At present, MUA has:
- Appointed a supplier who has twice failed to meet the required specifications
- Requested independent evidence at our expense, which was duly provided
- Declined to address that evidence or provide a resolution
I am therefore requesting that this matter be formally reviewed and that MUA confirms how it intends to resolve the claim in a manner that aligns with the valuation certificate and the reasonable expectations of an insured customer.
I would appreciate a substantive response by the close of business today. Should this matter remain unresolved, I will have no option but to consider escalating the complaint further.
VT
Vanessa T's update30 Jan 2026, 11:30
Reviewer Update
Good Day
I am writing once again regarding MUA’s handling of my claim and the subsequent lack of engagement following our concerns.
MUA appointed a supplier to remake a bangle that was insured based on the specifications detailed in the valuation certificate. On the second attempt at remaking the item, the bangle again failed to meet the agreed specifications. This followed an earlier remake which was also incorrect, demonstrating an ongoing failure to deliver a like-for-like replacement.
When we raised these concerns, we were advised to obtain an independent valuation at our own cost to substantiate the discrepancies. We did so, and the valuation clearly confirms that the remade item does not match the specifications outlined in the original valuation certificate upon which the insurance policy is based.
Despite providing this evidence, MUA has now stated that the matter will not be addressed further, once again referring solely to the policy’s terms and conditions, without engaging with the substance of the issue raised.
This position is deeply concerning. If an item is insured according to the specifications detailed in a valuation certificate, it follows that, in the event of a loss, the replacement or settlement must correspond to those same specifications. Failure to do so fundamentally undermines the purpose of the insurance contract.
At present, MUA has:
- Appointed a supplier who has twice failed to meet the required specifications
- Requested independent evidence at our expense, which was duly provided
- Declined to address that evidence or provide a resolution
I am therefore requesting that this matter be formally reviewed and that MUA confirms how it intends to resolve the claim in a manner that aligns with the valuation certificate and the reasonable expectations of an insured customer.
I would appreciate a substantive response by the close of business today. Should this matter remain unresolved, I will have no option but to consider escalating the complaint further.