Refund still outstanding after policy cancellation – unacceptable delay

I cancelled my vehicle insurance policy in November 2025, yet despite the cancellation an amount of R868.69 was still debited from my account in December 2025. As the policy had already been cancelled, I had no choice but to reverse the debit order.

Following this, I continued receiving communication stating that my insurance would be suspended due to a failed debit order, which makes absolutely no sense considering the policy had already been cancelled.

More concerning is that I have now noticed an additional R1000.23 debit order, and to date I have not received any clear explanation for what this amount relates to.

I sent an email on 25 February 2026 requesting assistance. I was advised that the company needed to listen to the call recording before confirming the refund. However, it has now been several days and I am still waiting for feedback or any clear way forward.

This delay is completely unacceptable and highly inconvenient as I am currently paying for two vehicle insurance policies, one of which should have been cancelled months ago.

I am therefore requesting the following urgently:

• Confirmation that my policy was cancelled in November 2025 • A clear explanation for the R1000.23 debit order • A full refund of all amounts debited after cancellation • Immediate feedback on the outcome of the call recording review

If this matter is not resolved urgently, I will have no choice but to escalate the complaint to the relevant regulatory bodies.

I trust the company will address this matter promptly and resolve the refund without further delay.