DISSAPOINTED, BROKEN, SAD AND DISGUSTED

On the 25th of December 2022 my car broke down due to the timing chain that broke, I then took my car to DTM Helderberg (Renault) for repairs. I have liased with their advisor. I was told that he has been in contact with Innovation group (the underwriter). I was kept up to date as to the development of the repairs of my car.

DTM contacted Innovation and lodged a claim on my behalf for the mentioned repairs. I received a quote of plus minus R29000 for the repairs, however they contacted DTM to revise their quote. They revised their quote all the way down to plus minus R25000. After the revision Innovation offered to pay R12000 and asked if I could pay the remaining balance of R130000 which I agreed to. Dtm then informed me that they are awaiting the assessor of Innovation to come out and to an assessment in order for them to start repairs on my motor vehicle. Today on the 08-02-2023 after numerous attempts in contacting innovation (dtm as well) in order to find out what the status of the claim is I received a QUOTE with the caption on the PDF file named “Rejection letter” Dtm told me they could not open the pdf file however I could open it on my phone.

I then proceeded to contact Nedbank Insurance Department in order to confirm the status of my claim whereby I was informed that my claim has been rejected. The reason being “a quote for the timing chain was submitted last year but was not attended to”. Claiming that I drove the car until the valves broke down.

This is not the truth as I have trailing email evidence contacting AUTO WORKS who then gave me the quote. They have never responded to me till this day, I Have phoned them multiple times asking for a date for my vehicle to be fixed however they were always “fully booked”. I was also told by the receptionist that I can drive with the car and bring the car back but upon request I was completely and blatantly ignored. I have plead with them to get back to me however I have not received a response till this day as I was constantly in contact with the lady whom has in fact deal with this specific quote.

Also my service booklet was not stamped on the day, when I collected my vehicle as they told me to come back when I bring the vehicle back for the fixing of the timing chain. The evidence of the last service was only emailed to DTM when I needed my service history for the claim. I have waited and waited till today to get an appointment and as previously stated I was blatantly ignored up until this day.

I Feel my claim was unfairly rejected and I have evidence that I have tried to contact AUTO WORKS whom was supposed to fix the issue and did not assist me in doing so.

Can you please advise as the costs are now completely on me after Innovation offered to pay R12000 towards the revised cost. I have been without my vehicle for the past 7 weeks and I feel highly aggrieved by Innovation and the unfair treatment I am receiving as my policy is active.

I am completely shattered and disappointed by the unfair treatment i am receiving and will definately be taking this further.