No customer service at Nedbank re: their Road Cover

Dear Nedbank Road Cover Complaints Team,

I am writing to formally lodge a complaint regarding the ongoing difficulty I have experienced in obtaining basic information about my existing Nedbank Road Cover policy.

I have been paying for this Road Cover for several years, yet I do not know what benefits or services I am paying for. My attempts to obtain this information have been extremely frustrating and unprofessional.

Last week, I contacted Nedbank seeking assistance and was repeatedly transferred between different departments without resolution. Yesterday, I called again and, on my very first call, was transferred to six different consultants. I was moved back and forth between Nedbank Insurance, MSF, and Nedbank Road Cover, and then further transferred between multiple departments. Despite this, no one was able to provide me with my policy details or assist me meaningfully.

I made several call attempts throughout the day. By the time it reached 16h30, the Road Cover line was no longer available, leaving me without any assistance after hours of effort. I find it unacceptable that a customer cannot obtain information about an existing policy after spending so much time on calls.

This experience has seriously impacted my confidence in Nedbank’s service levels. I was considering taking out vehicle insurance with Nedbank; however, given how difficult it already is to receive assistance, I will not be pursuing any further products with Nedbank.

In light of the above, I hereby request:

Immediate cancellation of my existing Nedbank Road Cover policy; and

Written confirmation of the cancellation, including the effective date and confirmation that no further premiums will be deducted.

I expect this matter to be handled promptly and professionally. Please confirm receipt of this complaint and advise on the cancellation process without further delays. ***