Mercedes-Benz Tyre insurance

Item: Mercedes-Benz South Africa
Rating: 1
Author: Pieter E

Below is the complaint and the response. This is for you to decide... Dear , Thank you for your patience whilst we investigated your complaint. I have received the information below from Mercedes Benz Insurance and I am responding on behalf of Sandown Motor Holdings as you addressed your email to ...... for assistance in this regard. Should you be unhappy with my response or require further information, please contact Mercedes Benz Insurance or SA Warranties directly. The administrator / Binder Holder of the Mercedes Benz Tyre insurance is SA Warranties and this is clearly indicated on our policy documentation that you signed when you took out the policies. I have attached an unsigned copy of the B-Class policy in the name of Mr ....... Any claims decisions and policy decisions are therefore made by our underwriters / administrators and Mercedes Benz insurance has no say over what decisions the underwriter makes due to the fact that they are not liable to pay out the claims. In response to your queries below: · From who do I take instructions relating to Mercedes Benz products, that I bought from Mercedes Benz? The underwriter / Administrator of the policy is authorised to make decisions relating to the policy, in general, this would include any claims decisions made, be it an authorised claim or a repudiated claim or a cancellation of a policy. · Is it fair to expect that correspondence from Mercedes Benz and their products, to be addressed and noted on Official Mercedes Benz documentation? Unfortunately, legislation requires for all aftersales correspondence is to be branded by the insurer. As the Underwriter / Risk Carrier is making decisions around the risk / claims / repudiations and cancellations, all paperwork needs to be on that of the Insurer and not that of Mercedes Benz. We are therefore required to identify the insurer clearly and all correspondence is therefore sent on their official documentation and not that of Mercedes Benz. · Am I covered or not, If not, why? Unfortunately you are no longer covered as per the letter sent to you by SA Warranties (attachment 2 herein). SA Warranties has advised, according to the attached that: “your risk profile no longer fits our risk appetite” and this would relate to the number of claims during a specified period. Should you require more information on this decision, please contact ********** as shown in the attached letter. I have also attached the cancellation clause in our policy documentation (attachment 3 herein), please refer to page 2 of the attached: I sincerely apologise for any inconvenience cause in this regard. Kind Regards, ....... | Divisional Finance and Insurance Manager Mercedes-Benz Brand Centre Subject: RE: Mercedes Benz tyre insurance Dear ...., Your complaint has been noted and we have referred it to the relevant management at MB Insurance for response, I will advise once they’ve responded to us. Please do not hesitate to contact me should you have any queries. Kind Regards, Subject: Mercedes Benz tyre insurance Dear ..... It is with great disappointment that I have to forward you this letter today and ask you to resolve this matter please. The Following couple of facts; · In 2015 I purchased a B200 Mercedes from Rosebank, the car is fitted with the night package, with run flat low profile tyres. Both the sales man and F&I at that stage recommended that we take out the “Mercedes Benz Tyre Insurance” Which I did, as it was a new product by Mercedes Benz at that time. I went through the terms and conditions and asked the questions, related to both the brand of tyres that may be fitted and the number of claims that I will be covered for. · In 2016 I purchased another Mercedes Benz C200 fitted with the AMG package and the AMG wheels, because of the previous C200 CDI I bought in 2013 and the excellent after sales service I received from Mercedes Benz. I again opted to buy another “Mercedes Benz Tyre Insurance Policy” because of the service I received. · I claimed 7 tyres to date, with one tyre claim still pending (Due to the brand fitted, the claim was rejected and subsequently the policy, by a company called SA Warranties) · My policy and contract is with Mercedes Benz, not the underwriters of the policy as these change from time to time. Thus I expect all correspondence from Mercedes Benz. · In Feb 2017 I received a letter (attached) that my policies on both vehicles have been cancelled from SA Warranties What I want and need to know: · From who do I take instructions relating to Mercedes Benz products, that I bought from Mercedes Benz? · Is it fair to expect that correspondence from Mercedes Benz and their products, to be addressed and noted on Official Mercedes Benz documentation? · Am I covered or not, If not, why? · Below is a screenshot and the link, from the Mercedes Benz website, with FAQ about the Mercedes Benz Tyre Insurance (http://www.mercedes-benz.co.za/content/south_africa/mpc/mpc_south_africa_website/en/home_mpc/passengercars/home/After-Sales/Genuine-Parts_Accessories/tyres_rims/tyre_faq_s.html ) Conclusion I expect an answer from Mercedes Benz, regardless of the dealership I bought the product from, sending me from pillar to post trying to resolve a simple claim is not acceptable. (New Vaal, my local dealership, thank you for the efforts relating to getting this issue sorted) My life and the life’s of my loved ones is at stake, and I know that you can appreciate the fact that I cannot take the vehicle in for evaluations and assessments (as it is not part of the policy terms, I however did oblige as it seemed fair at the time the request was made). Taking calls and sending e-mails to every Tom, **** and Harry, explaining the circumstances related to the claim and then the policy to them (6 weeks later still no resolution), My time comes at a premium and I know that this is not the way in which Mercedes Benz conduct business. I Truly believe in the Mercedes Benz Value proposition: “The Best, or Nothing” Kind regards,

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