Giving Insurers a Bad Rep

My experience with MotorHappy, part of LiquidCapital, has honestly been one of the most frustrating customer experiences I’ve had in a long time.

I was contacted regarding a maintenance/service plan for my vehicle. The sales consultant spent close to an hour reading terms and conditions at lightning speed, to the point where it was difficult to follow. I even joked with him during the call that he should take a breath because I couldn’t imagine having to deliver that script all day long.

During the conversation, I repeatedly stated that I had NOT yet accepted the policy. I did, however, provide my banking details in good faith to avoid future admin should I decide to proceed.

The first policy documents sent to me contained incorrect information, including the wrong registration number and incorrect mileage on my vehicle. I immediately responded in writing stating clearly that I was not accepting the policy until the details were corrected.

After multiple follow ups and another “corrected” policy still containing incorrect details, the original consultant contacted me again and was unnecessarily rude and dismissive, despite the errors originating from their side. Eventually I simply asked for the details to be corrected properly so I could review the documents fairly.

Then, out of nowhere, I received emails stating that my policies had been cancelled. When I queried why, I was told I had been deemed an “invalid sale”. Despite this, debit orders totalling over R1,200 still went off my account afterwards, forcing me to reverse them. I then received SMS notifications saying my debit orders had failed and requesting repayment, even though the policies themselves had allegedly been cancelled.

What concerns me most is not only the administrative errors and poor communication, but the complete lack of customer care afterwards. Not one person reached out to understand the issue, apologise for the experience, or resolve the confusion professionally.

Customers should not have to fight this hard to correct inaccurate information on policies they have not even formally accepted.