1 reviews | Active since Nov 2017
Claim not refund
I submitted a claim from Audi to repair my boot opening mechanism motor, initially motorite requested proof of service history and then afterwards advised that the claim was rejected based on insufficient information. I submitted the latest service schedule that were stamped by the service provider. Their response was then its being processed. In the meantime I had to pay the replacement for the part myself without any feedback from Motorite. Policy Number ********** . Its been almost 3 weeks without any feedback or contact from them. The call centre operator and claim administrator is called Ofentse Motshwane (email: ********** contact number ***. I have had this extended warranty for more than 18 months and never claimed. If this is the type of service that I'm getting I want a full refund of the cash payment I made when taking out the policy.
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 an Options Formula Explorer Plus mechanical breakdown warranty underwritten by Infiniti 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 17/06/2016 at 87 245 km and runs for a period of 2 years.
The claim in contention was logged with Motorite on the 21/11/2017 at 112 207 km by Audi Centre East Rand Mall. The repairer reported that the vehicle came in as the boot actuator was found to be faulty. The normal claims procedure was followed whereby we requested the vehicles service record, written failure report and quotation.
We are aware that your vehicle is equipped with an electronic computer system, linked to the dashboard, that tells the driver when the engine needs to be serviced. Audi’s mileage-based reminder system is a simplistic on-board computer system that alerts owners about maintenance needs so they can address the issue promptly and without hassle. At its most basic level, it determines how many miles have been driven since the last service. However It is important to note that as per the manufacturers specifications, your vehicle’s service intervals are every 15 000 km or 12 months whichever occurs first with the applicable service leeway’s being 1 500 km or 30 days either side of the service parameter reached first, that being time or kilometres. Servicing and maintenance of your vehicle in line with the manufacturers specifications is of vital importance, to firstly, keep your policy valid and secondly to ensure the longevity of the vehicles mechanical components and the reasonable maintenance of the vehicle.
Upon receiving the requested information – it became evident that the vehicles service record was irregular, outside of the manufacturer’s specifications and Motorite proceeded to reject reject the claim as well as terminate the policy in accordance with the policy terms and conditions of which refers:.
3 Your duties
Failure to comply with these conditions will invalidate the cover and therefore any claims made by you will be rejected:
(a) Take care of the vehicle - You must service the vehicle in accordance with the requirements detailed herein and you must keep the vehicle roadworthy in accordance with South African law including the National Road Traffic Act 93 of 1996 as amended from time to time. You must immediately stop using the vehicle if the vehicle breaks down or if a breakdown is imminent;
(b) Service the vehicle:
(i) Service parameters - Petrol and diesel engine vehicles must be serviced and maintained according to the Manufacturer's specifications and recommended intervals. Where this is not known, contact us. If this is not done, your claim will not be valid and your claim will be rejected, even if the failed part is not a routinely maintained part;
(ii) Extensions to Service Deadlines - We shall allow a service grace period in line with the Manufacturer's service run-over; where this is not known, a maximum of 1,000km or 30 days (whichever occurs first), will be allowed;
(iii) Service history not up-to-date - If the vehicle does not have an up-todate service history, you must have the vehicle serviced within 30 days of buying this Warranty. If this is not done, the Warranty will be invalid, and therefore claims against it will be rejected. A copy of
proof of the pre-delivery service must be retained, as this may be requested in the event of a claim. It is recommended that such proof is attached to the proposal form at point-of-sale for collection;
(iv) Please note: It is your responsibility to ensure that the cambelt is replaced as per the Manufacturer's requirements;
(v) Approved service dealerships - Services must be carried out at dealerships that offer full repair and service facilities. Acceptable dealerships include those:
· Appointed as service agents for the Manufacturer;
· Approved by the Manufacturer; and
· Which are members of the RMI (Retail Motor Industry).
(c) Keep proof of the service history - After each service (this includes any pre-delivery service, if applicable), you must keep service receipts or invoices as proof that services were carried out in the proper manner, as the receipts or invoices may be required in the event of a claim; Please note: A Warranty that has been invalidated due to improper servicing may be reinstated by having the vehicle serviced at your cost in accordance with the Manufacturer's specifications and the procedures set out. This reinstatement is subject to our prior written approval and will only be effected after a waiting period of 90 days is imposed, as calculated from the date of receipt by us of written notification of your request for reinstatement. This reinstatement clause is not applicable to vehicles that qualify for the “unlimited” benefit, or vehicles that have been modified. Any late servicing or modifications to vehicles falling within the “unlimited” benefit category will therefore result in termination of the Warranty;
However should the vehicles key reader be provided confirming that you your vehicles service record is up to date in order for us to further review the matter and if it is found that the service record supp**** validates your policy - Motorite will then gladly reinstate your policy.
In view of the matter - Motorite remains of the opinion that your claim was administered correctly, in line with the policy terms and conditions.
Risk Management Complaints Division
Tel No: ***
Facsimile: ***
Email:***
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 an Options Formula Explorer Plus mechanical breakdown warranty underwritten by Infiniti 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 17/06/2016 at 87 245 km and runs for a period of 2 years.
The claim in contention was logged with Motorite on the 21/11/2017 at 112 207 km by Audi Centre East Rand Mall. The repairer reported that the vehicle came in as the boot actuator was found to be faulty. The normal claims procedure was followed whereby we requested the vehicles service record, written failure report and quotation.
We are aware that your vehicle is equipped with an electronic computer system, linked to the dashboard, that tells the driver when the engine needs to be serviced. Audi’s mileage-based reminder system is a simplistic on-board computer system that alerts owners about maintenance needs so they can address the issue promptly and without hassle. At its most basic level, it determines how many miles have been driven since the last service. However It is important to note that as per the manufacturers specifications, your vehicle’s service intervals are every 15 000 km or 12 months whichever occurs first with the applicable service leeway’s being 1 500 km or 30 days either side of the service parameter reached first, that being time or kilometres. Servicing and maintenance of your vehicle in line with the manufacturers specifications is of vital importance, to firstly, keep your policy valid and secondly to ensure the longevity of the vehicles mechanical components and the reasonable maintenance of the vehicle.
Upon receiving the requested information – it became evident that the vehicles service record was irregular, outside of the manufacturer’s specifications and Motorite proceeded to reject reject the claim as well as terminate the policy in accordance with the policy terms and conditions of which refers:.
3 Your duties
Failure to comply with these conditions will invalidate the cover and therefore any claims made by you will be rejected:
(a) Take care of the vehicle - You must service the vehicle in accordance with the requirements detailed herein and you must keep the vehicle roadworthy in accordance with South African law including the National Road Traffic Act 93 of 1996 as amended from time to time. You must immediately stop using the vehicle if the vehicle breaks down or if a breakdown is imminent;
(b) Service the vehicle:
(i) Service parameters - Petrol and diesel engine vehicles must be serviced and maintained according to the Manufacturer's specifications and recommended intervals. Where this is not known, contact us. If this is not done, your claim will not be valid and your claim will be rejected, even if the failed part is not a routinely maintained part;
(ii) Extensions to Service Deadlines - We shall allow a service grace period in line with the Manufacturer's service run-over; where this is not known, a maximum of 1,000km or 30 days (whichever occurs first), will be allowed;
(iii) Service history not up-to-date - If the vehicle does not have an up-todate service history, you must have the vehicle serviced within 30 days of buying this Warranty. If this is not done, the Warranty will be invalid, and therefore claims against it will be rejected. A copy of
proof of the pre-delivery service must be retained, as this may be requested in the event of a claim. It is recommended that such proof is attached to the proposal form at point-of-sale for collection;
(iv) Please note: It is your responsibility to ensure that the cambelt is replaced as per the Manufacturer's requirements;
(v) Approved service dealerships - Services must be carried out at dealerships that offer full repair and service facilities. Acceptable dealerships include those:
· Appointed as service agents for the Manufacturer;
· Approved by the Manufacturer; and
· Which are members of the RMI (Retail Motor Industry).
(c) Keep proof of the service history - After each service (this includes any pre-delivery service, if applicable), you must keep service receipts or invoices as proof that services were carried out in the proper manner, as the receipts or invoices may be required in the event of a claim; Please note: A Warranty that has been invalidated due to improper servicing may be reinstated by having the vehicle serviced at your cost in accordance with the Manufacturer's specifications and the procedures set out. This reinstatement is subject to our prior written approval and will only be effected after a waiting period of 90 days is imposed, as calculated from the date of receipt by us of written notification of your request for reinstatement. This reinstatement clause is not applicable to vehicles that qualify for the “unlimited” benefit, or vehicles that have been modified. Any late servicing or modifications to vehicles falling within the “unlimited” benefit category will therefore result in termination of the Warranty;
However should the vehicles key reader be provided confirming that you your vehicles service record is up to date in order for us to further review the matter and if it is found that the service record supp**** validates your policy - Motorite will then gladly reinstate your policy.
In view of the matter - Motorite remains of the opinion that your claim was administered correctly, in line with the policy terms and conditions.
Risk Management Complaints Division
Tel No: ***
Facsimile: ***
Email:***