Total lack of customer service.

Mutual & Federal Limited did reply, and just apologised. No feedback on what they are going to do here or that I lost money here. Do they care for their clients, I don’t think so as long as they make money. Mutual & Federal Limited just passed the problem on, regardless that it’s one of their products, seems they are all in it together.

Please think carefully before taking a service plan out with MVIA / Motorvaps a product of Mutual & Federal Limited. All well and helpful to get you on board. Then the nightmare starts. It’s your responsibility to get them to get things sorted. You hold on forever, they will put you on hold for 20 minutes without blinking an eye. If you take a monthly plan as 99% of people do, and find out this is not the way you thought it will work, and you want to cancel the even if you have not claimed they do not refund you. Meaning you pay up to a year no service claim and then you want to cancel before a claim, no refund. Yes, there is also a cancellation fee, they take all your payments and you have to pay a cancelation fee. If they stuff up no problem, they duplicate the policy, same vehicle same registration you pay for both plans and then after 2 months of phone calls and emails they cancel the 2nd plan. They can do what they want its not seen at not living up to the service values and standards. When you want to cancel then they have legal issues because you are breaking the contract after you went back to them how many times to get their stuff-up sorted out. The one tells you this is what you need to do and the other one tells you that is what you need to do, pathetic to say the least. They cover parts that the vehicle does not have?? Pay extra to send the vehicle to the agents, then they declined some of the items and labour. Pay extra to cover maintenance items, only to find that the items are not covered. Then they tell you because they could not get hold of you to ok these parts from your side, they declined it, why was the vehicle then in for service? Why was it send to the agents? Why take your money if they know they are going to decline all these items. Money making racket. Same yourself a lot of time and costs do not take out any of their products.