Claim rejected to botched communication with workshop
<p>I was advised by Pharaoh Auto (where I bought my car) to take an additional 2 year warranty with Motorite. I was advised to take the "Double Up" AND additional "Top Up"....JUST IN CASE. I heeded the advise given and did so. 8000km later my turbo blew and the vehicle was sent to an RMI approved workshop in Graaf Reinet where I was left stranded. 3 weeks later an assessor eventually rocked up at the workshop to inspect the turbo. The turbo had already been returned from the specialists, repaired as per the cheaper quoted option (with 6 month warranty on repairs). The assessor was offered photographic evidences of the turbo in a broken state as well as the opportunity to view the broken parts. However, based on the turbo already having been repaired - the claim was rejected on the basis that it was repaired before the assessor eventually pitched to view the damaged turbo.</p> <p> </p> <p>This after numerous requested for the workshop and Motorite to effectively communicate with each other in order to facilitate protocol. Upon my request for a Motorite service agent to make contact with the workshop to ensure that protocols are followed, they refused. Furthermore, no repsonses were given via email from Motorite, except when the claim was already rejected.</p> <p> </p> <p>It seems to me, that no matter what follow-up you do as a client if the process doesnt go according to their exact T&C (with no assitance from them to facilitate) - they reject your claim.</p> <p> </p> <p>Its fruitless - I will never listen to another dealer again upon their advise to take a Motorite policy. Second time this has happened.</p>
I have also advised the dealer where I bought the vehicle and policy of the situation. I have advised them that they should tell every client considering a Motorite policy that:
1 - they have to memorise each and every single point of the entire policy and that if one the hundreds of T's & c's are not met the claim will be rejected - even if its because the assessor didnt provide the underwriter with ALL the correct info.
2 - Motorite will not assist in proper communication with the repairer as to the proper procedures to follow. You have to do this yourself.
3 - Motorite will only get back to you once they have decided whether to honour your claim or not, even when you do your best to follow-up (call centres and email) and help facilitate the correct procedures being communicated.
4 - that it doesnt matter HOW proactive you are in follow-up between Motorite and workshop it wont help you
I have also advised the dealer where I bought the vehicle and policy of the situation. I have advised them that they should tell every client considering a Motorite policy that:
1 - they have to memorise each and every single point of the entire policy and that if one the hundreds of T's & c's are not met the claim will be rejected - even if its because the assessor didnt provide the underwriter with ALL the correct info.
2 - Motorite will not assist in proper communication with the repairer as to the proper procedures to follow. You have to do this yourself.
3 - Motorite will only get back to you once they have decided whether to honour your claim or not, even when you do your best to follow-up (call centres and email) and help facilitate the correct procedures being communicated.
4 - that it doesnt matter HOW proactive you are in follow-up between Motorite and workshop it wont help you
Dear Sir/Madam,
Motorite has reviewed your complaint and have duly noted your comments.
Taking the technical analytics into account relative to the product and design intention – the failure to your vehicles turbo could have been caused or attributed to one of many reasons, and or causes. Assessing the replaced parts and pictures after the fact would also not benefit Motorite as the condition of these parts would have been compromised and how do we now prove that these parts are from the relevant vehicle.
The role of independent assessor is to inspect the vehicle and the failed components to determine the cause of failure as well as to apply the applicable benefits and, or limits of liability. The assessor appointed could not determine the cause of failure as well as the extent of damage in relation to the parts replaced.
Our records indicate that on the 19/01/2017 you confirmed your vehicle stripped and ready for assessment, on the 20/01/2017 the repairer also confirmed that your vehicle was ready for the assessment.
Kindly note that the Policy terms and conditions serve a purpose and do not form part of the policy for no apparent reason. Either party concerned have a responsibility to honour these terms and conditions which forms the basis of the agreement and, or indemnification.
In view of the matter – we remain of the opinion that the claim was rejected correctly and in line with the policy terms and conditions.
Kind Regards
Motorite Administrators (Pty) Ltd
Risk Management Complaints Division
Telephone *** Facsimile ***
Mailto: ***
Dear Sir/Madam,
Motorite has reviewed your complaint and have duly noted your comments.
Taking the technical analytics into account relative to the product and design intention – the failure to your vehicles turbo could have been caused or attributed to one of many reasons, and or causes. Assessing the replaced parts and pictures after the fact would also not benefit Motorite as the condition of these parts would have been compromised and how do we now prove that these parts are from the relevant vehicle.
The role of independent assessor is to inspect the vehicle and the failed components to determine the cause of failure as well as to apply the applicable benefits and, or limits of liability. The assessor appointed could not determine the cause of failure as well as the extent of damage in relation to the parts replaced.
Our records indicate that on the 19/01/2017 you confirmed your vehicle stripped and ready for assessment, on the 20/01/2017 the repairer also confirmed that your vehicle was ready for the assessment.
Kindly note that the Policy terms and conditions serve a purpose and do not form part of the policy for no apparent reason. Either party concerned have a responsibility to honour these terms and conditions which forms the basis of the agreement and, or indemnification.
In view of the matter – we remain of the opinion that the claim was rejected correctly and in line with the policy terms and conditions.
Kind Regards
Motorite Administrators (Pty) Ltd
Risk Management Complaints Division
Telephone *** Facsimile ***
Mailto: ***
Good day -
Unfortunately I reject your reply. Why did you not contact the repairer when I asked your call centre to do so? When I asked them they advised me that the call centre was too busy and unfortunately they dont do that. Why was the repairer not advised as to the correct procedures by yourselves?
Even after continious follow-up from myself and trying to get you to communicate with the workshop as to the status of my claim I still am rejected. Its just too difficult to deal with you and therefore will consider other options in future.
Good day -
Unfortunately I reject your reply. Why did you not contact the repairer when I asked your call centre to do so? When I asked them they advised me that the call centre was too busy and unfortunately they dont do that. Why was the repairer not advised as to the correct procedures by yourselves?
Even after continious follow-up from myself and trying to get you to communicate with the workshop as to the status of my claim I still am rejected. Its just too difficult to deal with you and therefore will consider other options in future.
Furthermore - how do you assess a turbo whilst its still inside the vehicle? Surely these should be stripped? Any workshop would HAVE to do that before properly assessing the repair requirements. Its impossible to properly assess damages without stripping.
AGAIN - why was the workshop not informed by yourselves as to the procedures. Why is this my fault?
Furthermore - how do you assess a turbo whilst its still inside the vehicle? Surely these should be stripped? Any workshop would HAVE to do that before properly assessing the repair requirements. Its impossible to properly assess damages without stripping.
AGAIN - why was the workshop not informed by yourselves as to the procedures. Why is this my fault?
Motorite have come to the party and reviewed their initial findings and have approved my claim.
Thank you Motorite!
Motorite have come to the party and reviewed their initial findings and have approved my claim.
Thank you Motorite!
Dear Sir,
Thank you for your positive feedback - we trust that the outcome meets your satisfaction.
Kind Regards
Motorite Administrators (Pty) Ltd
Risk Management Complaints Division
Telephone *** Facsimile ***
Mailto: ***
Dear Sir,
Thank you for your positive feedback - we trust that the outcome meets your satisfaction.
Kind Regards
Motorite Administrators (Pty) Ltd
Risk Management Complaints Division
Telephone *** Facsimile ***
Mailto: ***