Need Clarity - Frustrated, Disappointed, Disatisfied - PLEASE RESPOND ASAP!

Claim Number 288050

I am extremely frustrated with the way my claim has been handled. After numerous calls and emails only to find that not all the required parts and labour that form part of the covered components in my policy were not covered. I have been without a car for over a month now and the dealership is not able to do any repairs without authorisation.

Please can I get feedback as to why an engine component was not covered in the claim nor was the labour – and when I took this policy out I was assured that this would be covered. Please feel free to retrieve the calls seeing as they are recorded.

Extracts from my policy :

“COST OF REPAIR”

1. DEFINITIONS This section provides you with information regarding the definitions involved in your Policy: “You/your”: refers to the person whose name and address appears on the welcome letter schedule or voice-logged proposal. “Insurer”: refers to Budget Insurance Company Limited (Registration No. ***). “Administrator”: refers to Innovation FSP (Pty) Ltd (Registration No. ***). Innovation Group is a licensed Financial Services Provider for the purposes of the Financial Advisory and Intermediary Services Act 37 of 2002. “Your Vehicle”: refers to the vehicle as specified in the welcome letter schedule or voice-logged proposal. “Mechanical Breakdown”: refers to the unforeseen failure of any of the components specifically listed under the “Components Covered” section, arising from mechanical and/or electrical failure, causing a sudden stoppage of their functions and necessitating repair and/or replacement. “Cost of Repair”: refers to the usual and reasonable charges for components and/or labour required to repair or replace the damaged components.

“COMPONENTS COVERED”

COMPONENTS COVERED 1. WARRANTY BENEFITS

Your Policy covers the repair and/or replacement of components, specifically listed under the section “Components Covered”, arising from the mechanical and/or electrical failure during the cover period of your Policy and is subject to the terms, conditions and exclusions set out herein. All repair work must be authorised in advance and carried out by the Authorised Dealer as recommended by the Administrator in the section “Claim Procedure”. 1. 4x4 Front Differential Unit: Differential unit and free-wheel hubs. 2. Air Conditioner: Compressor only (excluding re-gassing). 3. Braking System: Master cylinders, wheel cylinders, callipers and servo unit (excluding friction surfaces, hand brake mechanism, Abs pump and sensors). 4. Cambelt Failure: Cambelt and tensioner (excluding routine maintenance). 5. Clutch: Clutch plate, clutch fork, pressure plate, master and slave cylinder, release bearing and pilot bearing are covered against mechanical failure only. 6. Cooling System: Water pump, welsh plugs, thermostat, thermo-switch and heater radiator only. 7. CV Joints: Constant velocity joints (excluding dust covers and rubbers). 8. Differential: All internal components. 9. Electrical Components: Alternator, starter motor (including ring gear) windscreen wiper motors, electric window motors (excluding serviceable items, switches, relays, brushes and bushes). 10. Electronic Ignition: Distributor and coil packs. 11. Engine: All internal components. 12. Front Wheel Drive Unit: External driveshafts, couplings, hubs and bearings, and drive flanges. 13. Fuel System: Mechanical and electrical fuel pumps, fuel injection control and sensor units and injectors (all calibration and serviceable components are excluded and the use of incorrect or contaminated fuel). 14. Transmission (Manual/Automatic): All internal components, including torque converter (excluding flex plate).

“WEAR AND TEAR” FAIR WEAR and TEAR

2. WEAR AND TEAR It is essential to note that: • Normal wear and tear is not covered by your Policy. Normal wear and tear is defined as deterioration arising through the use or age of your vehicle which does not result in actual mechanical failure. • Fair wear and tear is covered by your Policy. Fair wear and tear is defined as deterioration through use or age that does result in actual mechanical failure.

“FURTHER OR ADDITIONAL LOSS COVER”

4. FURTHER OR ADDITIONAL LOSS COVER When will a claim be covered: • Where the damage or loss to a covered component is caused by the failure of a covered component, the highest of the two benefits will apply. • Where the damage or loss to a non-covered component is caused by the failure of a covered component, only the benefit of the covered component will apply. • Where the damage or loss to a covered component is caused by the failure of a non-covered component, the failure will be covered under the covered component benefit.

“LIMITS OF LIABILITY”

Limited Budget Monthly Extended Warranty Components Better Extend 1 Better Extend 2 Better Extend 3 Better Extend 4

1. 4x4 Front Differential Unit Unlimited Unlimited Unlimited Unlimited

2. Air Conditioner Unlimited Unlimited Unlimited Unlimited

3. Braking System Unlimited Unlimited Unlimited Unlimited

4. Cambelt Failure Unlimited Unlimited Unlimited Unlimited

5. Clutch Unlimited Unlimited Unlimited Unlimited

6. Cooling System Unlimited Unlimited Unlimited Unlimited

7. CV Joints Unlimited Unlimited Unlimited Unlimited

8. Differential Unlimited Unlimited Unlimited Unlimited

9. Electrical Components Unlimited Unlimited Unlimited Unlimited

10. Electronic Ignition Unlimited Unlimited Unlimited Unlimited

11. Engine R 50 000 R 65 000 R 85 000 R 100 000

12. Front Wheel Drive Unit Unlimited Unlimited Unlimited Unlimited

13. Fuel System Unlimited Unlimited Unlimited Unlimited

14. Transmission (Manual/Automatic) Unlimited Unlimited Unlimited Unlimited

15. Management System Unlimited Unlimited Unlimited Unlimited

16. Overheating Unlimited Unlimited Unlimited Unlimited

17. Propshaft and Couplings Unlimited Unlimited Unlimited Unlimited

18. Steering Mechanism Unlimited Unlimited Unlimited Unlimited

19. Turbo Assembly Unlimited Unlimited Unlimited Unlimited

20. Towing Charges R 1 000 R 1 000 R 1 000 R 1 000

21. Vehicle Rental R 1 000 R 1 000 R 1 000 R 1 000

22. Overnight Accommodation R 1 000 R 1 000 R 1 000 R 1 000