Insurance Company refuses to correct poor workmanship

<p>Insurance Company: Auto and General</p> <p>Policy number: ********** 03</p> <p>Vehicle Owner : Elize Hauptfleisch</p> <p>Contact Numbers:&nbsp; 084&nbsp; ********** (cell); 031&nbsp; ********** (home); 031&nbsp; ********** (work)</p> <p>Vehicle registration: ND **********</p> <p>Vehicle Make : Chevrolet Sparky LS&nbsp; 5DR, model: 2008</p> <p>Accident date: &nbsp;Friday 17 September 2010</p> <p>Repairs Estimate No. 34252 given on 27 Sept 2010 by Ross Champion</p> <p>Repairs completed on 14 Oct 2010 and guarantee given for Ross Champion job No. 12877.&nbsp;</p> <p>&nbsp;</p> <p>Background:</p> <p>The vehicle appeared to have been properly repaired when collected by the owner on 14 Oct 2010.</p> <p>&nbsp;</p> <p>The problem was first detected about a year later, when a crack appeared on the bonnet and the paint work started fading and getting lighter and lighter. Unfortunately the owner did not take the vehicle back to Ross Champion or notify Auto and General at the time, and in fact only eventually responded 6 years later, after checking that she had been given a lifetime guarantee on paintwork by Ross Champion. The owner acknowledges that she should have reacted far sooner when the problem started appearing, but had no idea how bad it would get over time, and did not realize that Ross and Champion had given a Lifetime guarantee on paintwork, until she checked her files recently, regarding a recent incident concerning hail damage. Obviously not too smart, but this should not be a reason why&nbsp;the&nbsp;life time guarentee is'nt done?&nbsp;</p> <p>&nbsp;</p> <p>During August 2016, the owner contacted Auto and General who then arranged for an assessor to inspect the vehicle. The Assessors report was that the vehicle was involved in another accident since their repair, and no further rework or repair will be entertained. See photos below.</p> <p>&nbsp;</p> <p>The owner was shocked by this report and took the vehicle to a few other reputable companies for their assessment. The general assessment by these other companies is that it is quite obvious to the professional eye that it is the original repair. Their sentiment is that the assessor is not being honest and that this is completely *********.</p> <p>&nbsp;</p> <p>The owner believes Auto &amp; General Insurance Company is trying to &ldquo;pull the wool over her eyes&rdquo;, in the hope that the problem is of little significance and will simply go away. The owner is prepared to swear under oath and submit her vehicle to any form of paintwork date testing technology available. Furthermore, she is also prepared to undergo a lie detector test.</p> <p>&nbsp;</p> <p>On the 17 Jan 2017, my husband phoned Auto and general and spoke to a claims consultant by the name of Mr Vaun Naidoo. The whole situation was explained, and that we were very unhappy clients. There are actually two issues under discussion, one being the above, and the other being a hail damage claim. This discussion refers to the accident only at this stage. Mr Naidoo said he would get back to me shortly after referring and discussing the issue with senior Management.</p> <p>&nbsp;</p> <p>He phoned me back within half an hour and said that the matter had been discussed, but unfortunately the outcome remains unchanged i.e. their belief is that the vehicle has been involved in another accident since, and they will not entertain rework or repair.</p> <p>&nbsp;</p> <p>As far as I am concerned, I have been reasonable in phoning and discussing this, as well as insisting that it is referred to senior management. This is equivalent or even better than following the dispute process, but in order to follow the process, I will immediately email this to the dispute department at Auto and General as well, as well as the other organizations below.</p> <p>&nbsp;</p> <p>I immediately informed Mr Naidoo, that this was now a matter of principle and that he must please inform the necessary department or people at Auto and General that we will be lodging the complaint and following the following process;</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>Inform Auto and General dispute department,<br />Refer the dispute to the Insurance Industry Ombudsman,<br />Seek professional legal advice,<br />Refer the case to Wendy Knowler at the consumer counsel,<br />log the case on the internet under Hello Peter.<br />&nbsp;</p> <p>Kind Regards,</p> <p>Elize Hauptfleisch</p> <p>&nbsp;</p>