Claim declined due to lack of evidence

I want to share my recent disappointing experience with hootcover service regarding my extended warranty claim for my VW Polo TSI 1.2.

Here’s what happened: my vehicle began mixing oil and water so I immediately took it to an RMI fitment center. There, we discovered that oil had filled the water bottle, a clear indicator that the cylinder head had a significant issue. However, when the hootcover assessor visited the RMI center, they accused me of deliberately filling oil into the water bottle, dismissing any evidence of oil and water mixing in the pipes. This, despite the fact that the mechanics present could verify the issue.

After a one-and-a-half-week wait with no updates, I was informed that my claim had been denied without any consideration of the vehicle’s actual condition or the evidence from the RMI team. I was left without a vehicle for that entire period, and throughout, there was a complete lack of communication or responsibility shown from hoot-covers side. Not only did this delay cause me significant inconvenience, but the final outcome also felt like an attack on my character, as if I lack the knowledge of basic vehicle maintenance.

The way this matter was handled left me feeling frustrated and disappointed. I hope that my frustrations will be taken seriously, and that necessary improvements will be done. There is no sense of responsibility or accountability on their behalf.