Urgent Request for Investigation and Resolution – CarTrack Credit Claim

Hi Team,

I am writing to formally request assistance regarding my unresolved claim.

In April this year, my vehicle — a VW Polo Vivo 1.6 Highline — was ****** at Davenport in Durban. At the time, I was an active CarTrack client, and according to the contract, in the event that the vehicle cannot be recovered, I am entitled to a credit of R150,000.

However, when I attempted to claim this amount, I was informed that I was ineligible because I had not checked the tracker after three months. I would like to highlight that I installed the tracker at the beginning of December, and the theft occurred in mid-April. During this entire period, my CarTrack payments were up to date, and the tracker was functioning properly on the CarTrack app. At no point was I notified of any issue requiring my attention.

Given these circumstances, I am requesting that this matter be investigated and resolved urgently. If there is no satisfactory outcome, I will be left with no choice but to escalate the case to the Ombudsman for further intervention.

Thank you for your prompt attention.

Regards, Nhlelelo Mkwa**** ***