JM
Jeffrey M
1 reviews | Active since Aug 2011
08 Jul 2021, 14:31
Calls not answered and no feedback
I am battling to get through to anyone from motorite apart from this morning. I've spent over R600 today alone trying to get through to the claims department for feedback and calls ring till they're cut. My car has been sitting with the repairer for more than a month of which I had patience as there were documents needed that had to be in order. Its been a week now since the claim was officially submitted with everything in order with no feedback from motorite. This morning the feedback received after I had to call in was that I would recieve a call today as the claim has moved to high value claims. I need someone to attend to the claim please so things can get moving. I dont know how else to get in contact. I have mailed as well. Please assist. This isnt the level of service that I expect from you guys as I always speak highly of being the best value out there and a necessity.
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Replies (4)0
Replies (4)
Motorite Administrators's replyOfficial
08 Jul 2021, 14:40Dear Sir,
We acknowledge receipt of your complaint received at our offices and duly noted your comments.
Your complaint will be investigated by the Risk Management Complaints division who will inform you in writing of our final position concerning your complaint as soon as possible.
Thank you for your cooperation and patience herein.
Kind Regards,
Risk Management Complaints Division
Motorite Administrators's reply08 Jul 2021, 14:40
Official
Dear Sir,
We acknowledge receipt of your complaint received at our offices and duly noted your comments.
Your complaint will be investigated by the Risk Management Complaints division who will inform you in writing of our final position concerning your complaint as soon as possible.
Thank you for your cooperation and patience herein.
Kind Regards,
Risk Management Complaints Division
JM
Jeffrey M's updateReviewer Update
08 Jul 2021, 15:52Thank you so much. I have now received feedback. So far its all good.
Its been difficult to get through to get assistance but someone has been assigned to me and am happy :)
Its been difficult to get through to get assistance but someone has been assigned to me and am happy :)
JM
Jeffrey M's update08 Jul 2021, 15:52
Reviewer Update
Thank you so much. I have now received feedback. So far its all good.
Its been difficult to get through to get assistance but someone has been assigned to me and am happy :)
Its been difficult to get through to get assistance but someone has been assigned to me and am happy :)
Motorite Administrators's replyOfficial
08 Jul 2021, 16:23Dear Sir,
After a thorough review of your case, we noted that the claim in contention was logged with Motorite on the 08/06/2021. The repairer reported that the vehicle was brought in with concerns of excessive smoking and misfiring whereby it was suspected that the oil ring land failed on piston #3. The repairer further requested for the replacement of the vehicles engine to make good the repair.
The normal claims procedure was followed whereby we requested the vehicles service record, written failure report, photos and quotation.
To the very beginning of the said claim, in line with the agreed policy terms and conditions - we require all information detailing the causes of failure and the reported failure has to be reviewed as this determines the overall outcome of the claim. To the very beginning of the said claim, we requested the documents and reports to afford us enough leverage to assess the claim accordingly.
However – our records indicate that we received the requested documents and reports from the repair on the 05/07/2021.
It should be noted that there is no turnaround time in terms of claims handling as it depends on factors such as the nature of the claim including technical factors to be considered. Claims are facilitated on its own merit within a reasonable timeframe. Some claims are administered within a day, some 2 days others 5 days – it depends on the nature of the claim. In some instances, for example – an engine needs to be stripped, an assessor appointed and only thereafter can a decision be made.
At this point in time - we require the vehicle’s engine to be stripped to establish the cause or extent of the damage as the primary cause of failure determines the applicable benefit category to be app****.
We however, are constantly in contact with your preferred dealerships to supply the required. We can assure you that as soon as the said information is received; we shall keep you abreast and furthermore be able to make an informed decision.
Please be advised that Motorite is aware of your situation and is treating the matter with utmost urgency.
After a thorough review of your case, we noted that the claim in contention was logged with Motorite on the 08/06/2021. The repairer reported that the vehicle was brought in with concerns of excessive smoking and misfiring whereby it was suspected that the oil ring land failed on piston #3. The repairer further requested for the replacement of the vehicles engine to make good the repair.
The normal claims procedure was followed whereby we requested the vehicles service record, written failure report, photos and quotation.
To the very beginning of the said claim, in line with the agreed policy terms and conditions - we require all information detailing the causes of failure and the reported failure has to be reviewed as this determines the overall outcome of the claim. To the very beginning of the said claim, we requested the documents and reports to afford us enough leverage to assess the claim accordingly.
However – our records indicate that we received the requested documents and reports from the repair on the 05/07/2021.
It should be noted that there is no turnaround time in terms of claims handling as it depends on factors such as the nature of the claim including technical factors to be considered. Claims are facilitated on its own merit within a reasonable timeframe. Some claims are administered within a day, some 2 days others 5 days – it depends on the nature of the claim. In some instances, for example – an engine needs to be stripped, an assessor appointed and only thereafter can a decision be made.
At this point in time - we require the vehicle’s engine to be stripped to establish the cause or extent of the damage as the primary cause of failure determines the applicable benefit category to be app****.
We however, are constantly in contact with your preferred dealerships to supply the required. We can assure you that as soon as the said information is received; we shall keep you abreast and furthermore be able to make an informed decision.
Please be advised that Motorite is aware of your situation and is treating the matter with utmost urgency.
Thank you for your cooperation and patience herein.
Kind Regards,
Risk Management Complaints Division
Motorite Administrators's reply08 Jul 2021, 16:23
Official
Dear Sir,
After a thorough review of your case, we noted that the claim in contention was logged with Motorite on the 08/06/2021. The repairer reported that the vehicle was brought in with concerns of excessive smoking and misfiring whereby it was suspected that the oil ring land failed on piston #3. The repairer further requested for the replacement of the vehicles engine to make good the repair.
The normal claims procedure was followed whereby we requested the vehicles service record, written failure report, photos and quotation.
To the very beginning of the said claim, in line with the agreed policy terms and conditions - we require all information detailing the causes of failure and the reported failure has to be reviewed as this determines the overall outcome of the claim. To the very beginning of the said claim, we requested the documents and reports to afford us enough leverage to assess the claim accordingly.
However – our records indicate that we received the requested documents and reports from the repair on the 05/07/2021.
It should be noted that there is no turnaround time in terms of claims handling as it depends on factors such as the nature of the claim including technical factors to be considered. Claims are facilitated on its own merit within a reasonable timeframe. Some claims are administered within a day, some 2 days others 5 days – it depends on the nature of the claim. In some instances, for example – an engine needs to be stripped, an assessor appointed and only thereafter can a decision be made.
At this point in time - we require the vehicle’s engine to be stripped to establish the cause or extent of the damage as the primary cause of failure determines the applicable benefit category to be app****.
We however, are constantly in contact with your preferred dealerships to supply the required. We can assure you that as soon as the said information is received; we shall keep you abreast and furthermore be able to make an informed decision.
Please be advised that Motorite is aware of your situation and is treating the matter with utmost urgency.
After a thorough review of your case, we noted that the claim in contention was logged with Motorite on the 08/06/2021. The repairer reported that the vehicle was brought in with concerns of excessive smoking and misfiring whereby it was suspected that the oil ring land failed on piston #3. The repairer further requested for the replacement of the vehicles engine to make good the repair.
The normal claims procedure was followed whereby we requested the vehicles service record, written failure report, photos and quotation.
To the very beginning of the said claim, in line with the agreed policy terms and conditions - we require all information detailing the causes of failure and the reported failure has to be reviewed as this determines the overall outcome of the claim. To the very beginning of the said claim, we requested the documents and reports to afford us enough leverage to assess the claim accordingly.
However – our records indicate that we received the requested documents and reports from the repair on the 05/07/2021.
It should be noted that there is no turnaround time in terms of claims handling as it depends on factors such as the nature of the claim including technical factors to be considered. Claims are facilitated on its own merit within a reasonable timeframe. Some claims are administered within a day, some 2 days others 5 days – it depends on the nature of the claim. In some instances, for example – an engine needs to be stripped, an assessor appointed and only thereafter can a decision be made.
At this point in time - we require the vehicle’s engine to be stripped to establish the cause or extent of the damage as the primary cause of failure determines the applicable benefit category to be app****.
We however, are constantly in contact with your preferred dealerships to supply the required. We can assure you that as soon as the said information is received; we shall keep you abreast and furthermore be able to make an informed decision.
Please be advised that Motorite is aware of your situation and is treating the matter with utmost urgency.
Thank you for your cooperation and patience herein.
Kind Regards,
Risk Management Complaints Division
JM
Jeffrey M's updateReviewer Update
08 Jul 2021, 19:08Thank you for the comprehensive response :)
It is understood. Main concern was communication but I have been assured to be kept in the loop. Thank you.
It is understood. Main concern was communication but I have been assured to be kept in the loop. Thank you.
JM
Jeffrey M's update08 Jul 2021, 19:08
Reviewer Update
Thank you for the comprehensive response :)
It is understood. Main concern was communication but I have been assured to be kept in the loop. Thank you.
It is understood. Main concern was communication but I have been assured to be kept in the loop. Thank you.