Car insurance claim rejection

We have a problem with our car insurance King Price that has rejected our car accident claim that happened 30th December 2021, I reported it to you in mid February 2022 just after they rejected a claim because we feel that it is unfair and king price cheated us.

Second week of February I called King Price enquiring about the process of the claim as it was taking too long with no calls or any updates on a progress of the claim. The consultant said the claim has been approved and waiting for finalisation.

from thereof I started to ask that how much are they going to pay the car as it was insured for retail value. The guy confirmed over the phone that they approved R195,100.00 as it is the retail value of the car.

I went to find out the retail value of the car on my own and I found that the value between R171,000.00 to R201,000.00, as a family we were satisfied with the results and we went to get quotations on a replacement car from Allen Joss Mazda in Pretoria, because he also explained that since we still owe the balloon payment from finance house(MFC), they are going to settle the car first from MFC and they’ll eft the balance into our bank account.

They asked for settlement letter and copy of natis in which we have supp**** to king price, early second week I called again to find out how far is the process and the said they are still waiting for finalisation.

Friday third week I called again asking that when are they making settlement because we already found a replacement car and need another car as soon as possible, the consultant confirmed that the claim department is busy finalising the claim and it will be paid before the end of that friday, that didn’t happen as he promised, on our side we understood that everything will be done by the following Monday as it was already weekend in the following day. Next monday , Tuesday passed and nothing happened,

I called on wednesday and I asked for Fran Williams as she was mentioned on my mobile app that she’s the person responsible for the claim. And they said they’ll call me later in the same day.

Later Fran Williams called my wife instead and told her that the claim has been rejected since she’s the regular driver of the car and I wasn’t. Though I personally joined the insurance on my wife’s behalf as the policy holder because the car is owned by my wife. And I confirmed with them that I will be the second person that drives the car. All that information doesn’t appear in the policy schedule, they asked me over the phone call. After being asked about the drivers questions, I wasn’t told about the advantages and disadvantages of their question. And they told me that they’ll also cover if someone else besides us can get in accident with a car as long they have valid drivers license.

The only thing they mentioned is that if I can cross South African borders without informing them and I get accident there, they won’t cover, that’s it.

I called Fran Williams immediately after informing my wife about rejection of the claim, I complained and I told her that the claim has been confirmed by three consultants of King Price, her answer was that those consultants were not supposed to give me that information, the approval of the claim.

This issue caused a big trauma in my family, claim has been confirmed by 3 consultants of King Price insurance, we went to get quote of the new car as we know that our claim has been confirmed and our car was going to be paid.

It was very unfair and gruel of of King Price insurance disapprove our claim at the last minutes. For a reason they never mentioned at the beginning of the contract.

It’s very surprising because I have another car that was involved in accident in 2019 and is on my name, my wife drove from FREE STATE to Pretoria and they approved the claim without any hesitation. No questions asked about the regular driver nor second driver.

I sent you the policy schedule of rejected car claim, there’s nothing in black and white that mentions the claim won’t be approved if second driver get accident.

Few days later after rejection of the claim, king price insurance refunded R9000.00 of the premiums that we paid to them. And we didn’t ask for any refunds understanding that if we bridged the agreement we don’t deserve anything but loss. I also don’t understand that. But King Price insurance insured that they’ll do anything to avoid taking responsibility of our claim.

We never default to pay premiums to them since day 1 of our agreement with them.