Cannot deliver on commitments!!!

Dear Sir,

Motorite has reviewed your complaint and duly noted your comments– we wish to address your complaint as follows:

The product that forms the basis of this complaint is a Fury Route 66 Pre-Owned mechanical breakdown warranty underwritten by Guard Risk Insurance Ltd. of which Motorite Administrators (Pty) Ltd. act as the appointed claims administrator. The policy provides cover for the failure of specified mechanical and electrical components subject to the policy terms and conditions being adhered to whereby the applicable limits of liability apply. The policy incepted on the 29/04/2017 at 87 000 km and runs for a period of 2 years.

The claim in contention was logged with Motorite on the 26/02/2018 at 101 610 km by Alfred County Auto (Pty) Ltd T/A Halfway Ford Kuilsriver. The repairer reported that the vehicle came in for a noise in the engine while driving and found the turbo to be faulty and requested replacement thereof. The normal claims procedure was followed whereby we requested the vehicles service record, written failure report and quotation.

Upon receiving the requested information – on the 27/02/2018 Motorite proceeded to appoint an independent assessor to go out and inspect the vehicle to ascertain the cause of failure and confirm the extent of the damage. The assessor was appointed to inspect the vehicle on the 28/02/2018.

The assessment report refers:

“Arrived at the repairer and found that the turbo was removed but was not stripped. Inspection of the compressor wheel it was found that it is damaged due to foreign material. Air cleaner element was checked and there is a fair amount of fine dust particles that came out.

Based on what was assessed it can be confirmed that the cause of turbo noise/compressor wheel damage is caused by fine foreign material that has entered the compressor.

The vehicle is fitted with an external snorkel pipe and has the ranger badge on it. Inspection of the rubber inlet pipe that is mounted in the fender it can be seen that it has not been sealing properly even though there is a securing clip.

Air cleaner element also has accumulated a fair amount of fine dust.”

Upon receipt of the assessment report on the 01/03/2018 – Motorite proceeded to reject the claim for the turbo as the cause of failure was due to an external source which is not listed as covered within the ambit of the warranty policy and therefore resulted in the rejection of the claim.

Your policy wording refers:

18 Items not covered by this Policy

We are not liable for:

(d) The failure of, or damage to, any component or part caused by the failure of a covered or non-covered part. This includes damage caused by any object from an external source if the failure of or damage to the part is through the lack of due care by the driver or Policyholder;

There was unfortunately a delay in determining liability in respect of the claim as there was further time spent assessing whether the claim falls within the policy terms or whether there has been material loss. In addition to the duty to handle claims we give a great deal of consideration to take all of the circumstances of the situation into account, and to act in a way that gives appropriate priority to treating customers fairly.

In view of the matter - Motorite remains of the opinion that your claim was administered correctly, in line with the policy terms and conditions.

Thank you for co-operation and patience herein.

Kind Regards,

Risk Management Complaints Division
Tel No: ***
Facsimile: ***
Email:***

Dear Sir,

The merits of the claim have been sent to claims management and the Insurer for further review to the matter.

Risk Management Complaints Division
Tel No: ***
Facsimile: ***
Email:***

Dear Sir,

Claims management have reviewed the merits of the claim and, who have app**** reasonability and fairness to the matter, agreed to authorise the claim for the vehicles turbo under the turbo charger system under the respective benefit category, up to the maximum limit of liability allowed by the policy, for an amount of R 7 500.00 including VAT.

The repairer has been contacted and advised. Once this has been processed you will receive an SMS notification confirming the repair.

We very much appreciate your business and hope that you will remain a valued customer.

Kind Regards,

Risk Management Complaints Division
Tel No: ***
Facsimile: ***
Email:***