1 reviews | Active since Nov 2015
Failure to extend car hire - Frontliner's delay approving repairs
I had an accident at Cape Town on 27 August 2018. I was provided a car on 28 August 2018. The repairs were authorised on 03 September 2018.
My insurance schedule for car hire limit is 21 days which ended today 18 September 2018, 10h00. The extension application was submitted by my broker Primak on 17 September 2018 and up to 18 September 2018 14:40 no response from Frontline.
My car is still not finished by panelbeaters. I am without a car.
Question and dissapointment is, my car repairs approved 03 September 2018 and panelbeater being sent correspondence on 06 September 2018 (Confirmed telephonically). This is after 10 days of my accident and 9 days with car hire.
Why would Frontline not extend this car hire given these delays from their side which have affected my 21 days car hire?
I was forced to extend the car hire on my account for a day because I need a car, will Frontline consider repaying me?
Your response will be highly appreciated.
Kind regards My number is ********** 915
Good day Sir,
Your Complaint re the above Claim refers.
Frontline Head Office is in the process of investigating the matter .
In this specific case , there are numerous internal and external role players involved and we have noted that the car hire cover was arranged by your Broker with an external Car hire company.
During our investigation we will obtain information from all role players to assess the situation and will provide information and response on your complaint as soon as possible.
Kind regards
Frontline Head Office
Good day Sir,
Your Complaint re the above Claim refers.
Frontline Head Office is in the process of investigating the matter .
In this specific case , there are numerous internal and external role players involved and we have noted that the car hire cover was arranged by your Broker with an external Car hire company.
During our investigation we will obtain information from all role players to assess the situation and will provide information and response on your complaint as soon as possible.
Kind regards
Frontline Head Office
Dear Zukisani,
Upon investigations , we assessed the time line of your claim in order to determine whether a possible delay on the part of Frontline could have created your current predicament.
As per our investigations, your vehicle was not drivable after the accident on the 27th of August and the broker duly arranged for the vehicle to be taken to the Panel Repairer.
On the same day , Frontline Underwriting Managers , received the claim and appointed the assessor . On the 28th of August the assessor conducted his assessment on the vehicle . On the 29th of August the assessor received the quote and discussed the parts prices with the Panel Repairer to finalise the assessed quote and his report.
On the 3rd of September , the assessor sent his report to Frontline Claims Department and on the same day Frontline sent a form to the Panel Repairer giving authorisation to repair your vehicle .
The Repairer , after receiving the authorisation to proceed with repairs, ordered the parts on the 5th of September and they proceeded to start the repairs on you vehicle.
As noted, you elected car hire cover from an external company called Royal Admin ( your broker’s appointed Car hire Company ) valid for only 21 days.
Your broker also requested that you advise them when your car hire expires, in order for your broker to arrange with Repairers for a courtesy car.
Unfortunately , as per your broker , the Repairer did not have a courtesy car available at the time.
According to your broker , the Repairer was able to provide a courtesy car on the 19th of September and the repairer advised the broker that your vehicle will be ready on the 21st of September.
The vehicle has been impacted in numerous areas and the repairs are extensive , for this reason it took longer to finalise repairs and this, unfortunately, did not assist with your specific car hire cover elected as you had to utilise this cover immediately after the accident.
We take cognizance of the fact that you incurred unforeseen expenses due to limited car hire , however after investigation ( as noted above) of this matter we cannot find any breach of Contract on the part of Frontline in delaying the matter .
We recommend that you also approach your Broker , Faldie Cassiem ( contact details : *** and email address : ***) for any further assistance.
Trust you find the above in order.
Kind regards
Frontline Underwriting Managers Head Office
Dear Zukisani,
Upon investigations , we assessed the time line of your claim in order to determine whether a possible delay on the part of Frontline could have created your current predicament.
As per our investigations, your vehicle was not drivable after the accident on the 27th of August and the broker duly arranged for the vehicle to be taken to the Panel Repairer.
On the same day , Frontline Underwriting Managers , received the claim and appointed the assessor . On the 28th of August the assessor conducted his assessment on the vehicle . On the 29th of August the assessor received the quote and discussed the parts prices with the Panel Repairer to finalise the assessed quote and his report.
On the 3rd of September , the assessor sent his report to Frontline Claims Department and on the same day Frontline sent a form to the Panel Repairer giving authorisation to repair your vehicle .
The Repairer , after receiving the authorisation to proceed with repairs, ordered the parts on the 5th of September and they proceeded to start the repairs on you vehicle.
As noted, you elected car hire cover from an external company called Royal Admin ( your broker’s appointed Car hire Company ) valid for only 21 days.
Your broker also requested that you advise them when your car hire expires, in order for your broker to arrange with Repairers for a courtesy car.
Unfortunately , as per your broker , the Repairer did not have a courtesy car available at the time.
According to your broker , the Repairer was able to provide a courtesy car on the 19th of September and the repairer advised the broker that your vehicle will be ready on the 21st of September.
The vehicle has been impacted in numerous areas and the repairs are extensive , for this reason it took longer to finalise repairs and this, unfortunately, did not assist with your specific car hire cover elected as you had to utilise this cover immediately after the accident.
We take cognizance of the fact that you incurred unforeseen expenses due to limited car hire , however after investigation ( as noted above) of this matter we cannot find any breach of Contract on the part of Frontline in delaying the matter .
We recommend that you also approach your Broker , Faldie Cassiem ( contact details : *** and email address : ***) for any further assistance.
Trust you find the above in order.
Kind regards
Frontline Underwriting Managers Head Office