My Experience with The Unlimited Group: Concerns About Policy Misrepresentation

I have a policy with The Unlimited Group for minor vehicle damage cover. When I took out the policy, I was led to believe that the claim amount was R8,000 per incident. However, when I later submitted a claim, I was informed that the benefit was limited to R2,000 per incident, subject to an annual limit of R8,000. After numerous discussions with The Unlimited, I requested a copy of the original sales call recording. Upon listening to the recording, it became evident to me that the product was misrepresented during the sales process. On several occasions during the call, I queried and ultimately confirmed my understanding that the policy provided R8,000 cover per incident. Despite having multiple opportunities to correct this understanding, the agent failed to do so and instead continued with the sales process. The agent proceeded to answer my other questions and obtained confirmation of my banking details without clearly correcting what I believed to be a material misunderstanding regarding the cover amount. Only towards the end of the call, when summarising the policy details, was the annual limit of R8,000 mentioned. In my view, the recording clearly demonstrates that the policy was sold in a manner that created a misleading impression of the benefit available. What is even more concerning is The Unlimited's response to my complaint. Rather than acknowledging the possibility of misleading communication, the company has chosen to justify the agent's conduct. At no point did anyone contact me to discuss my concerns, provide clarification, or offer an apology. As a financial services provider, I would have expected accountability, transparency, and fair treatment of customers. I am sharing this experience to make other consumers aware and encourage them to carefully review the details of any policy they purchase from The Unlimited Group. Based on my experience, the company appears more focused on defending the sales process than addressing legitimate customer concerns. This situation also raises questions around quality assurance processes. If this call was reviewed and deemed acceptable, consumers are entitled to ask whether sales calls are being adequately monitored, audited, and assessed for compliance with fair customer outcomes. I believe customers deserve clear, accurate, and transparent information when making financial decisions, and I remain disappointed by the manner in which this matter has been handled.