Forced into a policy and now struggling to get any proper assistance when you want to lodge a claim

This company is the reason why short insurers (generalization) have such a bad name.

I had no choice but to had to buy this policy when I bought my second hand car from my local Audi Dealer as this car were out of it's original manufacturers warranty. The cost of this extended limited warranty, costed me R7700, which I paid upfront for the 2year's cover.

It's 12months later (Half way through my cover) and I had to replace my Coolant reservoir due to the thermostat and water level mechanism being faulty. I had it replaced and paid for the repairs out of my own pocket (26/04/2021), as I knew I could claim it back from my cover as mentioned above.

On my first call to Motorite (29/04/2021) I spoken to a helpful lady who eventually put me through to the claims department. After holding the line for 20minutes, I decided to drop the call and phone again. I spoke to another very rude lady, who kept on mumbling and just did not want to assist me. After explaining my whole situation to the lady, she kept on not wanting to assist me and just kept on asking for a claim number, although I have very explicitly explained that I want to lodge a claim twice and therefor don't have a claim number as yet. I then rep**** that I am not gonna repeat my situation for the third time and that she needs to speak up properly and start behaving in a professional way. She then transferred me to the claims department.

Quite a couple of minutes later, eventually a guy called Chris answered. I explained my whole story to him again. He then started by stating that I need to supply them with a report from the workshop who have done the repairs, proof of payment, the invoice and also the service history as they will firstly have to see if this car will be covered under this claim. I explained to him that I am 100% with all the checks and their system of having to check all the details, but the one thing I don't understand is how they want to only now decide if this car would be covered under this policy. I then told him that I agree with everything being reasonable, except the part where now 12months after I took out the policy and already paid for the policy in full, they want to check the validity of the policy for this car? I asked him whether this sounds like a fair thing to do, as they already took the money, without checking the validity of the car for the services they sold to me?

Unfortunately Chris just answered that he believes this to be very reasonable practice and further to that wasn't interested in listening to my argument of why I think this is extremely unreasonable. I then tried to explain myself but he decided it better to answer whatever he wanted to tell me, instead of answering my questions and queries. To this I made it clear to him that I am not focusing on him as a person, but his conduct is not the best practice for a customer service agent. Things turned sour when Chris then decided to interrupted every second sentence of mine, to which I pointed the action out to him. He refused to back off and kept doing this 2 more times.

The result is me having received terrible service, no solution and no value for my wasted R7700. The sad part is that this company will probably keep on going with this terrible service delivery and attitude, because they have a very nice deal with all the Barloworld group, which I as a customer have no other choice but being forced to buy this policy if I want to buy a car from a Barloworld dealer, and in this case Audi Dealership.