M-Sure Financial Services
Verified Business
|3.3|238 Reviews (last 12 months)|Responds in 4h 49m
M-Sure Financial Services
Verified Business
|3.3
238 Reviews (last 12 months)
Responds in 4h 49m
Scores reflect the Overall AI Score for each category
M-Sure Financial Services
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, M-Sure Financial Services delivers a polarised experience. Customers consistently praise named consultants for warm, ownership-driven service, yet warranty claim outcomes, shortfall payouts and post-cancellation refunds repeatedly trigger frustration. Communication breaks down once a claim stalls, and third-party repairer quality varies sharply. Pricing transparency around excess, payout limits and debit orders remains a recurring pain point across the dataset.
Replied to 100% of negative reviews
Reply time on negative reviews: 5h 16m
TrustIndex
6.9
Ranking
#27
in Car Insurance
Reply Time
4h 49m
NPS Score
13
Recommended: Likely
Replied to 100% of negative reviews
Reply time on negative reviews: 5h 16m
Sep '25 - Aug '26
Based on recent customer reviews, M-Sure Financial Services delivers a polarised experience. Customers praise individual agents like Thandolwethu Monaheng and Inamandla Jakavula for fast, professional claim resolutions, while a significant cohort report rejected claims, short-paid settlements, and poor communication. Strengths centre on agent quality and straightforward claims when approved, while pricing transparency, communication consistency, and repair coordination remain persistent pain points across the dataset.
M-Sure Financial Services's biggest strength, according to Hellopeter's AI analysis, is Agent Quality & Customer Care. Agent Quality (3.4). Customers repeatedly name specific consultants such as Thandolwethu Monaheng, Inamandla Jakavula, Sipho Tivane and Aubrey for empathetic, knowledgeable and proactive service that turns stressful situations around and earns explicit praise.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since May 2023
I wish i could give them zero stars, M-sure is the worst company on earth. they are so quick to harass you and bombard you when they want something but the second they make a mistake they will never even answer your phone calls or try give you feedback, they debited me on the incorrect debit date and i am still waiting for an apology or some sort of explanation as to why that happened as it affected me, but a week has passed and they have not said a word.
1 reviews | Active since May 2023
I wish i could give them zero stars, M-sure is the worst company on earth. they are so quick to harass you and bombard you when they want something but the second they make a mistake they will never even answer your phone calls or try give you feedback, they debited me on the incorrect debit date and i am still waiting for an apology or some sort of explanation as to why that happened as it affected me, but a week has passed and they have not said a word.
1 reviews | Active since Jan 2014
Have logged a complaint 4 weeks ago. Phoned them just so they can say they have not recieved my claim. They told me that the bike shop should phone them for questions but when they phoned then no one answered. So called Mr Beulen spoke to us but when he is called he is not available.
1 reviews | Active since Jan 2014
Have logged a complaint 4 weeks ago. Phoned them just so they can say they have not recieved my claim. They told me that the bike shop should phone them for questions but when they phoned then no one answered. So called Mr Beulen spoke to us but when he is called he is not available.
1 reviews | Active since Apr 2024
I have shortfall cover with M-Sure. My vehicle was involved in an accident on the 6th of April 2026 and subsequently written off. My comprehensive insurer released the funds to MFC, and I have now been sitting with this claim from M-Sure for about a month. At first, they claimed they were busy with calculations because they needed to recoup the service plan money before finalising the claim. I patiently waited out the full 21 working days required for them to recoup that money from my service plan company, and I provided absolutely every single document they requested. Yet, a month later, they are still trying to dig around my closed statement with MFC. My account with MFC has already been closed because my primary insurance paid out, so I do not understand why they are still using this as an excuse to stall. To make matters worse, they are now trying to delay things further by claiming they need "clarity" from a specific person at MFC/Nedbank regarding a refund allocation. The ridiculous part is that the refund made to me was already recovered by MFC, meaning the account was perfectly up to order. Instead of focusing on the actual claim, they are obsessing over an old, irrelevant MFC statement that no longer matters. M-Sure hasn't even shared a proposed settlement amount with me yet. Instead of giving me a baseline figure, all they are concerned about is stalling. They only told me on Thursday, May 21, 2026, that there is an alternative option to simply deduct the refund from the settlement amount—which I explicitly told them to do immediately just to close this matter, but I am still being taken from pillar to post. It feels like M-Sure is simply looking for any excuse not to pay out this claim. I need this sorted out so I can move on with my life. I am currently without a vehicle and desperately need one to get to work, but M-Sure just keeps stalling and sniffing around a settled account instead of executing the final payout. I have never been so disappointed in an insurance provider. And I will never use this insurance again.
1 reviews | Active since Apr 2024
I have shortfall cover with M-Sure. My vehicle was involved in an accident on the 6th of April 2026 and subsequently written off. My comprehensive insurer released the funds to MFC, and I have now been sitting with this claim from M-Sure for about a month. At first, they claimed they were busy with calculations because they needed to recoup the service plan money before finalising the claim. I patiently waited out the full 21 working days required for them to recoup that money from my service plan company, and I provided absolutely every single document they requested. Yet, a month later, they are still trying to dig around my closed statement with MFC. My account with MFC has already been closed because my primary insurance paid out, so I do not understand why they are still using this as an excuse to stall. To make matters worse, they are now trying to delay things further by claiming they need "clarity" from a specific person at MFC/Nedbank regarding a refund allocation. The ridiculous part is that the refund made to me was already recovered by MFC, meaning the account was perfectly up to order. Instead of focusing on the actual claim, they are obsessing over an old, irrelevant MFC statement that no longer matters. M-Sure hasn't even shared a proposed settlement amount with me yet. Instead of giving me a baseline figure, all they are concerned about is stalling. They only told me on Thursday, May 21, 2026, that there is an alternative option to simply deduct the refund from the settlement amount—which I explicitly told them to do immediately just to close this matter, but I am still being taken from pillar to post. It feels like M-Sure is simply looking for any excuse not to pay out this claim. I need this sorted out so I can move on with my life. I am currently without a vehicle and desperately need one to get to work, but M-Sure just keeps stalling and sniffing around a settled account instead of executing the final payout. I have never been so disappointed in an insurance provider. And I will never use this insurance again.
1 reviews | Active since Jun 2022
This insurance is a ****m im in a process of submitting a complaint with Ombudsman about them right now ,I requested a call back i never received any from their complaint department.
1 reviews | Active since Jun 2022
This insurance is a ****m im in a process of submitting a complaint with Ombudsman about them right now ,I requested a call back i never received any from their complaint department.
1 reviews | Active since Feb 2025
Incredibly difficult to deal with this group. I have an extended motor warranty with them and have put in a claim. It's taking forever for them to decide and communicate anything even if I do call them every morning. They always say the person handling my case will call me back but nothing ever happens. I've had cover with them for a total of about 5 years now and never claimed on my vehicles
1 reviews | Active since Feb 2025
Incredibly difficult to deal with this group. I have an extended motor warranty with them and have put in a claim. It's taking forever for them to decide and communicate anything even if I do call them every morning. They always say the person handling my case will call me back but nothing ever happens. I've had cover with them for a total of about 5 years now and never claimed on my vehicles
The most common complaint about M-Sure Financial Services, based on Hellopeter's AI analysis of recent customer reviews, is Claims Handling & Resolution. Claims Handling (2.7). While some claims approve within 24-48 hours, many customers report rejected claims with vague justifications, short-payments well below quoted repair costs, and weeks of delays leaving them without vehicles or stuck with large out-of-pocket bills.
M-Sure Financial Services scores 2.5 out of 5 on Hellopeter's AI analysis of service quality in Car Insurance, compared to the Car Insurance industry average of 3. Their strongest theme is Agent Service (3.4); their weakest is Pricing & Excess (1.8). The top AI-rated Car Insurance business on Hellopeter is OUTsurance (4.2). How is the AI Score calculated? →
M-Sure Financial Services has a TrustIndex of 6.9 out of 10 on Hellopeter, based on 238 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 5 hours 16 min. Hellopeter has tracked M-Sure Financial Services across 2,390 total reviews. How is the TrustIndex calculated? →