Liquid Capital/ M-Sure Financial Services/ Centriq Insurance Car Warranty Policy

Good day LiquidCapital Team ,

Kindly be advised that they have responded with contradictory answers, and I am waiting for the responses.
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Wesley Harrington
Wed, 28 Apr, 08:34 (1 day ago)
to me, ***

Good Day Mr *******,

Thank you for your email.

The vehicle was initially booked in in January 2021 for traction control light and 4x4 light on - diff lock sensor faulty - diff lock sensor faulty.

The vehicle was then taken away as you did not want to leave the vehicle for an assessment as you required the vehicle for use. The vehicle then broke down and was towed in. There was a fault with the breather. If the vehicle had been assessed from the beginning the consequential damage would not have occurred.

Preventative Maintenance means the replacing or repair of worn parts to avoid or prevent mechanical or electrical failure
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Second reason why the claim was declined:
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Complaints M-Sure <***>
Wed, 28 Apr, 09:52 (1 day ago)
to me, Complaints

Good day Mr. ********,

We refer to and acknowledge your complaint received, the contents of which have been duly noted.

The complaint was registered and escalated to our claims business unit to review.

The feedback received is that your claim was repudiated on the basis that there was contamination of the differential oil which caused the further damages to the differential.

The repairer stated that the vehicle came in for the Differential breather but those repairs were declined and you continued to drive the vehicle up until it broke down.

Had you approved for the breather repairs to be carried out, the diff would have been opened, exposing the contamination within the differential.

Due to the vehicle being driven with the contaminated oil, the damages escalated and further damages were caused to the differential that could have been prevented.

I refer you to the policy wording below:

What you must do

- You must take all steps possible to keep the vehicle in a proper and efficient state of repair and not misuse the vehicle.

Proper and efficient state includes preventative maintenance.

- If any Mechanical Breakdown or Electrical Failure occurs you must protect the vehicle from further loss or damage.

Based on the above the claim was adjudicated correctly and the claim remains unaltered.

I trust the above response addresses this complaint adequately.

It is unfortunate that we are not able to assist you on this matter as we do strive to assist our valued clients as far as possible; however this must be done in accordance with the prescribed policy conditions.
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I did respond to both correspondences, furthermore to the second correspondences, I have requested the proof of what being said because the car was only at the dealership in January for an annual service.

Finally the matter has been amicably resolve. Thank you Thato Motsabi, the Claim Manager for you intervention and be able to listen to the side of my story of what has really transpired, and objectively so. I have received the call yesterday from you, and within 24hrs (today), I have received the outcome/feedback. That is good customer service in action. I am happy with the outcome. KUDOS!!!