MVIA INSURE – Poor Customer Service and Unacceptable Practices

MVIA INSURE WORST CUSTOMER SERVICE AND FRUADS:

I signed up with MVIA INSURE last year for a month-to-month car warranty and extended service plan for my VW Polo. Unfortunately, my experience with them has been nothing short of frustrating.

The problems began when my car required its 135,000 km service. There were major delays in getting approval for the service, to the point that my car had to remain in the workshop for two days. The claims team took an unreasonable amount of time to finalize my claim, causing the delay. Calling the customer service center was another ordeal, with average hold times of at least 20 minutes. Despite repeated calls and pleading with customer service consultants, when the approval finally came through, it only covered the bare minimum of the costs.

Fast forward to my next issue: my car developed a problem with its inner CV joints, which is a known factory defect with VW Polo. Fortunately, I had taken out an extended service plan that included coverage for CV joints. However, when I brought this up to the workshop, I was told that I would have to pay for the repairs out of pocket and then submit a claim to get reimbursed.

On September 13th, I called MVIA INSURE to initiate the claim. Once again, I encountered excessive hold times. After finally reaching a representative and explaining my situation, I was assured that I could claim the expenses back once I provided the necessary documents. However, the delays continued, and I had to call repeatedly to follow up on the claim. It took them five working days and numerous escalations on my part just to finalize the claim.

The most disappointing part was that my claim was ultimately rejected. MVIA INSURE claimed they hadn’t authorized the work to be done, and as a result, they refused to reimburse the R6,700 I had spent on repairs. When I called in yesterday to challenge this decision, I was told to send an email. It's now been 24 hours, and I still haven’t received a response.

I deeply regret signing up with this company. Their poor customer service, constant delays, and lack of accountability make them seem more like a **** than a legitimate business. Avoid them at all costs – they do not honor their commitments!