Unfair treatment by Momentum Insurance Company Limited

>> To whom it may concern, >> >> My name is Abongile Sibakhulu Mkondweni, ID number *******, on >> the 15 February 2021 Momentum rejected my claim which I believe that >> it shouldn't have been the case. >> >> The basis of my complaint are as follows; >> >> On the 26 December 2020, my car Audi A6 1.8TFSI, white in colour had a >> mechanical problem which necessitated me to call for Momentum for >> Roadside assistance, however, due to the fact that it was a public >> holiday, the car was uplifted on the 28 December 2020 by Bardley >> towing whom was sent by Momentum. >> >> I asked that the car be towed to an AUDI dealership, I was advised >> that Momentum's policy allows the car to be towed to the nearest >> repair workshop, which according to Momentum's list of service >> providers the nearest was VW and Audi Clinic in Mthatha. Anything >> beyond that would be on my cost. I therefore agreed that the car be >> towed to Momentum's recommended workshop. >> >> Indeed the car was towed to VW and Audi Clinic, on the 30 December >> 2020, they called me to pick up the car as the issue which turned out >> to be a fan belt was fixed. At the time of collection I noticed that >> the suspension was faulty and later confirmed by dysfunctioning of >> Level Sensors which I also refer to them as Hydraulic Sensors. >> >> The time when all of this was happening it was around 14:30pm, after >> he could not establish the cause of faulty suspension through an >> onboard computerthe, the mechanic recommended that he strips the >> wheels on my cost. I agreed, and he discovered that the Level Sensors >> were damaged by the towing company Momentum sent to tow the vehicle. >> The report from VW and Audi Clinic in this regard is attached herein. >> >> I called Bradly from Bradly towing he witnessed the damage, I also >> tried to call Momentum with no avail. I therefore asked the mechanic >> to temporarily fix the sensors so that I could continue with my trip >> back home to P'mb where I stay. Indeed he fixed them and charged me >> R500, the cost of his work is also attached herein. >> >> On the 31 December 2020, I travelled to P'mb to my family. After >> approximately 15min on my arrival, I noticed a strange leak coming >> underneath the car, it was unusual than the normal aircon overflow. I >> contacted the mechanic from VW and Audi Clinic, his response was, "it >> could be related with the damaged sensors, however, i can't be sure >> without thoroughly looking at the car". It was at this point where I >> submitted a claim with Momentum expecting that a full diagnosis in >> relation to damaged sensors be conducted in trying to establish an >> extent of possible damages. >> >> I called Momentum on the 04 January 2021 since they have not been >> picking up calls since the 30 December 2020. I was first sent from >> pillar to post until I raised my issue with Momentum on twitter, it's >> then i received attention. >> >> I was contacted and advised that the car will be towed to a body >> repair shop and appoint an assessor for a full assessment. I never >> understood the logic behind sending a car into a body repair shop >> hence the matter was a mechanical one, however, I was again guided by >> Momentum's processes and procedures. >> >> The car was towed to Allan's Body Shop, on the day I met the assessor >> by the name of Lex, he assured me that I mustn't worry they will pick >> exactly what could be wrong with the car. They stripped the bumper and >> under trays and reported that they couldn't pick up any leaks, the >> only way to ascertain as to whether there are any possible leaks would >> be through stripping the radiator and the aircon condenser, however, I >> would have to grant permission as that would be on my cost. This >> stance I refused, I couldn't understand why stripping the radiator and >> the aircon condenser had anything to do with the sensors. Yes I am not >> a specialist in the field of motor mechanic, however, my expectation >> was for the assessor to go check the damaged sensors and ascertain >> possible damages, attend to that and later replace the damaged sensors >> as the report from VW and Audi Clinic confirms that the sensors were >> damaged and apparently even Bradley acknowledged the damages. >> >> Momentum took the cost of stripping, I was advised that the radiator >> and the condenser went for pressure testing at Silverton radiators and >> no faults were found. A further instruction was to re-assembly the car >> and test the whole unit, again there were no faults found except the >> wear and tear item which i'm told that it was also fixed. >> >> Mr Lucas Motiki called me with regards to the findings by the >> assessor, I told him that I was not happy with the kind of diagnostic >> conducted as it never touched the level sensor area, and the fact that >> I don't hear of any intentions of replacing the damaged sensors. He >> promised to re-open the case and appoint an independent person to >> conduct the diagnostic, I requested to be involved in that process in >> ensuring that the matter related to the level sensors is addressed, >> indeed he promised. >> >> On the 11 February 2021, I was advised that the car will be taken to >> the agent, Audi P'mb, I got a relief as the matter was starting to go >> towards the right direction. I went to Audi on the day the car was >> delivered there and told the service advisor all the behind having the >> car there. >> >> Later I got to hear that Lex instructed Audi not to discuss the >> findings with me, which therefore meant that Lex was still involved >> and no independence there whatsoever. >> >> In conclusion, On 15 February 2021, Mr Mokiti sent me a reputation >> letter with the Audi Diagnostics report. I took delivery of the car on >> the 16 February 2021 around 17h00, on the 17 February 2021 a water >> leak came through underneath, on the 18 February 2021 as I was taking >> my kids to school I saw a steam coming from the bonnet. On the 19 >> February 2021 I took it to Audi for an 80 point check which costs R 2 >> 231. >> >> As things stand, the car is at Audi, unsafe to drive with a coolant >> problem, distill water and the venthose which I think might be related >> to the diagnosis done Lex through Silverton Radiator. The car had no >> coolant issues before it was stripped by Lex. Also, which is also >> attached is the proof that indeed those level sensors are damaged and >> they need to be replaced. >> >> I am currently without a car, we are a family of 5, with only an NP >> 200 Nissan pick up bakkie which is a 2 seater. It is now going to be >> the third month without a family car. The Car Hire that i was given, I >> was instructed to return it on the 15 February 2021. >> >> I trust that the above is in good order. >> >> Regards, >> >> Abongile Mkondweni