Bidvest Insurance administered by IUA - BE CAREFUL! ****!

I have a number of products with Bidvest Insurance and submitted a claim on My Extended Warranty policy after my vehicle unexpectedly broke down at a busy Jan Smuts intersection on my way to work. I immediately sought assistance and the vehicle was towed to the nearest dealer to me (Mercedes Benz Rosebank).

I explained to the dealership what I experienced prior to the vehicle coming to a complete halt; The vehicle was in Drive as it was in motion and it suddenly put itself on Neutral and then completely stopped. Naturally I tried to start the vehicle and put it into drive, however it would not budge. Tried the same thing with Reverse and the vehicle was not having it.

I was driven home and the dealer was left with the task of diagnosing the cause of failure. When over 2 days passed and I had not heard from them, I called in to get an update and I was told that the technician assigned to my vehicle is really struggling to find what the issue is and that they may need to use alternative methods such as stripping to locate the root cause of the fault and suggest a suitable fix. The vehicle had to be stripped until they found the cause of failure - a failure in the transmission caused by the flywheel.

Only then were they able to move on to the next step and quote me on the repair.

The dealer then was able to submit a claim for the repairs. The claim has come back rejected by the assessor that worked on the case.

I am completely dissatisfied with the reasons provided for the claim rejection as; 1. I do not understand why it was rejected as to the best of my knowledge, the components claimed for are components that should be covered. 2. I truly believe there has been a misunderstanding in terms of the transmission of the vehicle and my vehicle was treated like a manual transmission when it is in fact an automatic. 3. Furthermore, the claim rejection letter mentions; “We refer to the abovementioned and recent claim on your policy. We have reviewed the claim and regret to advise that the claim is rejected/declined due to the following reason/s: The repairer reported that the following items need to be replaced as per the technical product information due to gears not engaging. • Two-mass flywheel • Needle roller bearing • Housing cover • Snap ring During the assessment process, it was noted that any mechanical or electrical breakdown caused by the replacement or repairs as per the technical product information instructions is excluded in terms of the My Warranty extended policy.”

What does point #3 mean and how would the dealer have known under the circumstances?

The dealer may be able to justify their processes.

I am totally unhappy with the outcome and would like my claim reviewed and reassessed, including an assessor being sent to the dealer to assess the claim and vehicle on site.

When querying the outcome, the administration working on the case was very dismissive to both my dealer and I and I was told to lodge a complaint of which the turnaround time for this was quoted as being 5 working days. In the meantime, I do not have a vehicle and my vehicle is still sitting stripped and untouched at the dealership.

I trust all is in order and your assistance on this matter will be appreciated.

Why do we purchase products from brands such as Bidvest Insurance and get serviced by IUA when they clearly aren’t in it to satisfy clients needs and deliver what Is due to the client. My dealer has also mentioned that they will not be referring any clients to you moving forward, especially where the product technical guide clause is concerned - you’re undoubtedly ******** people!