Bad Service

To whom it may concern.

I am writing this email with a heavy heart. Please see below. I called in April when my car's dashboard showed that it was overheating, and then it stopped, meaning it returned to normal. I pulled over and checked if the water was fine, and when I checked, it was fine. I also checked the oil, and it was fine.

The lady that I spoke with over the phone she told me to go and look for the RMI-approved places near me. I told her that I don't know of any RMI please near me, and my card is showing this warning on my dashboard.

When I joined the insurance last year, on 24 January 2024, I was informed that should any warning come up on my dashboard, I should call you and you will come and collect the car for a check-up and repairs. Also, I was informed that if the car can't move, then you will organise for me a courtesy vehicle, but I haven't even received that service. My car has been there for some weeks now, not that I care about but I need the car to be fixed.

When I took my car to Bellville because Bellville is the one place that has all of the different places for fixing cars, and I was sure that one would show me the place that is RMI approved and call you to inform you that I have found the place. On my way there, my car got stuck, and again and there, steam was coming out of my car, and I didn't want to open it because I didn't want to tamper with anything.

I called the roadside assistance, and my car was towed. I organised for it to go to Kwik-Fit in Promenade after I walked around in Promenade to see if I could get a place that is RMI approved. The claim form was submitted and recently received that the assessment was approved for R3500.00, R1700 for the petrol pump and the rest for the Cylinder for overheating.

I spoke with my mechanic now and he advised that even the amount you approved for cylinder is not enough, because the engine needs to be skimmed and that not covered there, and he also informed me that the reason my car over heated in the first place is that the water pump was broken and I cant see water pump on my side as it is a covered component in the engine. According to your policy documents that you sent me I was joining section 6 in the policy wording when I was joining, 6.1 says "Where engine failure is attributed due to overheating occurring as a direct result of a covered component or part, the benefit in terms of policy for the result engine damage will be limited to half repair cost of half of the maximum limit of liability (Whichever is the lesser).

Now, with the above, can you please advise how you came to R3500 of my claim, where the mechanic gave you all of the information, and they told you the reason my car overheated?

With all of the information you have on your end, but you still approve funds of R3500.00 when my engine overheated? I called in requesting that I could please get the recording of the call. One of your agents said that she will organic that, but I haven't received that till today.

Kind Regards. Lulamisa Mpembeni