Zero Service and a Very unhappy Customer

I have been insured for dents and scratches with The Unlimited which is underwritten by M-Sure since 2019.

In November 2021, I registered a claim for dents and scratches on my car. The claim was approved and a service provider appointed to do the work. The work was never done as the appointed service provider is based in Durban and I reside in Kempton Park. There was no way of taking my car all the way to Durban just for scratches and dents to be fixed. The consultant that was assigned to my case is Ms Zintle Tlou. I made her aware about the location of the appointed service provider and requested that they have to appoint another service provider operating in Gauteng. Ms Tlou promised to look for other service providers and she never did anything. My emails to her went unanswered. On 25 January 2022 I called M-Sure to find out how the matter was going to be resolved. I was unable to get hold of Ms Tlou but spoke to Ms Yonela Booi. After explaining my case to her, she indicated that they have struggled as a company to obtain quotations and asked if I could take my car to dealers to go ask for the quotations. I agreed to do so as I wanted my car to be fixed. Shen then forwarded a list of dealers operating in Kempton Park.

I took my car to some of dealers appearing on the list and managed to get only one quotation. The rest of the dealers did not want to provide a quotation to a person insured by The Unlimited. I forwarded on 22 February 2022 the only quotation that I had received and explained that I maged to get only that quotation. I forwarded the quotation to both Ms Tlou and Booi. There has been no acknowledgement or any response from both officials.

It is apparent that The Unlimited / M-Sure is failing to deal with my claim. From November 2021 up to now, nothing has been done. The Unlimited is the only party that benefits from the contract as on a monthly basis, the company debits my account whilst it has failed to honour its part of the agreement. My car still has the dents and scratches that I reported in November 2021, which by now should have been fixed but are not. The Unlimited appointed a service provider that operates in Durban whilst I stay in Kempton Park. This is just negligence and a sign of not caring for its customers.

The Unlimited is very poor in communication. The agents/ officials do not acknowledge written communication nor do they provide any feedback. As I am writing this review I do not know the status of my claim.

This has been my horrible experience with an insurance company that I have associated myself with. There is zero customer care whilst it debits my account without fail and has even increased the premium. My experience with the Unlimited is zero service. I would appreciate a refund of all my contributions over the years, as I did not get what I signed up for.