Warranty Claim Rejected Without Conclusive Evidence – Request for Fair Assessment

I recently submitted a warranty claim for an ECU failure on my Hyundai i20 (2012), which was rejected by Santam Limited on the basis that the damage was allegedly caused by a power surge and improper intervention.

While I appreciate the investigation conducted, I am concerned that the conclusion reached is not supported by conclusive evidence.

The assessor’s report references several possible causes, including:

A power surge Potential jump-starting Possible probing of wiring

However, the report itself acknowledges that some of these factors are difficult to prove and are based on opinion rather than definitive findings.

At no point is there clear, objective evidence confirming:

That a power surge occurred That any alleged wiring interference directly caused the ECU failure

Despite this, the claim has been rejected on the basis of exclusions, which require substantiated causation.

I have escalated the matter through the appropriate internal channels and have now referred it to the National Financial Ombud Scheme South Africa for independent review.

I am raising this here in the hope that the matter can be reconsidered in line with fair claims practices, particularly where the cause of failure remains inconclusive.

I remain open to engagement and resolution.