Regent and M Sure - Stupditity from Claims administrator CMC

I have purchased a Regent Paintech Policy. My hoodlining recently started to become loose. I was going to sort this out for R950 through an Upholstery Company, when my wife reminded me about the policy that I took. Firstly you cannot get through any of the numbers listed on my policy document Eventually I've learnt that Regent has sold its Paintech to M Sure and New Brand/Company. After acquiring the new number, I eventually get through. I select the correct option and I am welcomed to M sure - What an intro - Wow!! Then the phone line cuts off. I tried this several times and my call is just cut off. Through my network, I get hold of an M Sure Consultant, who escalates on my behalf. Nothing Happens. I phone back. Two Days later I am contacted from and Agent from CMC. Who gives me a claim form to fill out and send him photos. I do this immediately and send this back. Two days later - No Reponse. I phone my M sure Consultant again. Within minutes - An e-mail to say the my claim is being processed. 2 hours later another e-mail that my it has been sent to a claims handler. Then no Comunication. Two days later I phone my M Sure Consultant, who is now frustrated and hands me the number for the Supervisior - Tshilo. When I call the phone is off and add salt to the wound - It say that the mailbox is full and you cannot leave a message. I phone back the M Sure Consultant and assures me that she will handle it. She phones on my behalf and get holds of Penelope who advises that my claim is approved. 3 minutes later - Penelope calls me to advise that my claim is rejected. On inquiry, she says that the Quote she has she that my roof lining needs to be replaced and they do not replace and only repair. Being in the motor industry I am fami**** with the repair and her finding. I ask for a supervisor and I am handed to Imraan, who says that he is reading the quote and it says replace. With the understanding of the repair - I challenge again. There is nothing wring with my hoodlining it just that the material is loose, which is a result of heat. Imraan insists that the hoodlining is to be replaced. I ask for another supervisor and eventually, I'm put through the Tshilo. For the record all of these people I'm speaking to are working under FAIS supervision. Tshilo tell me that he is the Manager, also working under supervision. He has been working under supervision for the last 10 years. My Jaw dropped. Anyway, I explain my story to him as well. He is insistant that My hood lining needs to be replaced. I tell him in steps....They remove the whole hoodlining. The remove the sagging material. They clean out all the old glue. They put a new application of glue and replace them material. Then they fit your old hood lining back. That is how to repair the hood lining. Tshilo says the the quote say replace the material so they do not cover. Further he wanted to make things easy for me. He will repudiate my claim and I can go to Ombud. All this from a guy who is working under supervision for 10 years. Any FAIS representative knows supervision cannot last for 10 years. Tshilo should have been debarred by now. The lack of knowledge was evident. I ask for to escalate higher within CMC. I get the details for Jay Naicker - A director of CMC. I phone his office and he is on Holiday. I speak to Sheetal - Whos listens to my story and is horrified of what happened. She tells me that she will put me through the complaints manager - Yasmin. I do not speak to Yasmin, but the message is that she is aware of my complaint and there is nothing she can do. I must escalate through Regent. I have sent an e-mail to Regent Wednesday Evening and no response. So regent - Here is my story and being associated to a company like CMC is eating into your credibility.

Replacement of hood lining is purchasing a new one and trashing the old. Repairing Hood lining is using the existing one and refurbishing it and fitting the repaired one back into your car.