Formal Complaint – Prestige Warranty | Claim ***

Formal Complaint – Prestige Warranty | Claim ***

I am lodging a formal complaint regarding the handling of my warranty claim *** for my 2019 MINI Hatch 5-Door Cooper S, registration KF84TCGP.

The level of customer service I have received from Prestige/Innovation today has been absolutely disgusting and completely unacceptable.

I have been trying to get through to customer service for approximately three hours, and every person I have managed to speak to has been rude, unhelpful and unwilling to properly assist me. I have been passed from person to person without receiving a clear explanation or any meaningful resolution.

My vehicle is currently sitting at the BMW/MINI service department, waiting for a confirmed go-ahead from the warranty company before the repairs can proceed. I am therefore under significant pressure to get this resolved, yet I have spent hours simply trying to get someone to properly assist me.

The issue relates specifically to the engine mounting, which has been declined under my Prestige warranty.

I have reviewed my warranty documentation and I cannot find a specific exclusion stating that engine mountings are not covered. I understand that warranties have terms, conditions and exclusions, and I am not expecting the warranty company to cover something that is genuinely excluded. However, if engine mountings are not specifically excluded, I expect the component to at least be properly considered for coverage.

If Innovation is relying on a general wear-and-tear clause or another provision to decline the engine mounting, I expect them to provide me with the exact clause in my policy that applies and a clear explanation of why it applies to this particular failure.

If there is no specific exclusion applicable to the engine mounting, I expect Innovation to reconsider the claim and provide reasonable coverage towards the repair. I should not simply be left responsible for the cost without being provided with a clear contractual basis for the rejection.

I have already been advised that R10,000 has been authorised towards the drive mechanism pulley/vibration damper, while the engine mounting has not been covered. I am requesting a proper explanation as to how this decision was reached and why the engine mounting has been excluded.

I am therefore requesting that a senior representative contact me urgently and:

1. Review claim *** in full. 2. Provide me with the exact policy clause being re**** upon to decline the engine mounting. 3. Explain whether the mounting is being declined because it is specifically excluded or because it is being classified as wear and tear. 4. If there is no specific exclusion, reconsider the claim and provide appropriate coverage towards the engine mounting repair. 5. Confirm the exact repairs and costs that have been authorised. 6. Provide the BMW/MINI service department with the necessary authorisation as soon as possible so that my vehicle can be repaired without further unnecessary delays.

I purchased this warranty specifically for protection against unexpected mechanical repairs, and I expect fair treatment, transparency and professional customer service.

The fact that I have spent three hours trying to get assistance, while my vehicle is sitting at BMW/MINI waiting for authorisation, is completely unacceptable.

I expect an urgent response and resolution to this matter.