Bike Track Silver sold to motorcycle owner — R150,000 warranty denied using motorcycle exclusion

I subscribed to Cartrack's "Bike Track Silver" package on 1 August 2025. The word "Bike" is in the product name. Cartrack's own technicians installed two tracking units on my motorcycle (MK55PGGP), collected my monthly premiums, and sent me written billing communications twice explicitly referencing my "R150,000 recovery warranty" using it as leverage to collect payment.

On 18 October 2025 my motorcycle was ******. Both tracking units were physically removed from the bike without triggering a single alert. No tamper alert. No disconnection alert. No critical alert. Cartrack's own Operations Report confirms: "Critical Alerts: No Alerts received." Recovery was only initiated after I personally called them. The motorcycle was not recovered.

When I submitted my R150,000 LRW claim, Cartrack denied it citing a clause that excludes motorbikes from the warranty. The product is called "Bike Track." They knew it was a motorcycle when their technician fitted the units.

Their own CEO Escalations officer, Zandile April, told me in writing within the claims window that no warranty app**** to my contract causing me to believe I had no claim to pursue. My lawyers subsequently submitted a formal written claim just 17 days after the theft. Ms April ignored two formal legal letters over six months and never responded to either.

Cartrack's own customer care agent later confirmed in writing that the tracking unit was faulty. They then used the absence of unit test records and a disputed 5-day-old default on a brand new contract as additional grounds to reject the claim.

After I rebutted every single ground with Cartrack's own documents and admissions, they dropped all nine grounds and retreated to one position: the product does not cover motorcycles. A product called "Bike Track" does not cover a bike.