1 reviews | Active since Jun 2022
Claim Rejection and Lack of Accountability
I am reaching out to express my deep dissatisfaction with the handling a claim logged on April 5, 2024 with MVIA. Despite repeated attempts to seek clarification and resolution, I have encountered nothing but frustration and evasion from MVIA's claims department. The reason provided for the rejection of my claim—that the issue with my car's power loss is deemed pre-existing due to the mileage not exceeding 10,000 km since insuring with MVIA—is not only factually incorrect but also grossly unfair. My car has indeed exceeded the 10,000 km mark within the insured period, rendering this justification baseless and misleading. What is particularly concerning is the apparent lack of oversight and accountability within MVIA's claims department. Despite my persistent efforts to escalate the matter, I have been met with nothing but silence and delay. It is unacceptable that customers are left feeling unheard and unsupported in their legitimate claims. As of today, May 15, it has been 10 days since I initially logged the claim, and I am still without a satisfactory explanation or resolution. MVIA doesn’t uphold its duty to its customers.
We are concerned to see this review. Apologies for any inconvenience this may have caused you. We would like you to know that we take customer feedback very seriously as we are always striving to improve our services. We have escalated your query to the relevant department and one of our agents will contact you soon. We hope to turn this around for you.
Kind regards,
MVIA.
We are concerned to see this review. Apologies for any inconvenience this may have caused you. We would like you to know that we take customer feedback very seriously as we are always striving to improve our services. We have escalated your query to the relevant department and one of our agents will contact you soon. We hope to turn this around for you.
Kind regards,
MVIA.
Your "copy and paste" response does not address the gravity of my situation. Despite your assurance that my query was escalated, I have yet to receive any feedback from your complaints and claims departments. Meanwhile, deductions continue from my bank account without any responses to my emails. When I contacted your claims department, I was informed that call escalation is not permitted.
In accordance with South African insurance regulations, it is imperative that your company upholds transparency and responsiveness. Failing to address customer claims and complaints promptly violates the principles of fair treatment of policyholders as mandated by the Financial Sector Conduct Authority (FSCA).
I demand immediate contact with someone from your Claims or Dispute department today to resolve this issue.
Your "copy and paste" response does not address the gravity of my situation. Despite your assurance that my query was escalated, I have yet to receive any feedback from your complaints and claims departments. Meanwhile, deductions continue from my bank account without any responses to my emails. When I contacted your claims department, I was informed that call escalation is not permitted.
In accordance with South African insurance regulations, it is imperative that your company upholds transparency and responsiveness. Failing to address customer claims and complaints promptly violates the principles of fair treatment of policyholders as mandated by the Financial Sector Conduct Authority (FSCA).
I demand immediate contact with someone from your Claims or Dispute department today to resolve this issue.