1 reviews | Active since Aug 2016
Frustrated Client
<p>We bought our car in 2015 (BMW 135i at 87000km) at Barons Bruma and we took the external warranty along with it from Motorite Administrators. Two months ago the car had a problem and it was towed to the dealer to get checked, it was found that the injectors had packed. I contacted Motorite who then came back to tell me that the vehicle had missed a 50000km oil change of which I do not understand, as that was way before we got the vehicle and why was that not checked before they took money for the cover offered if it was to be rejected for a prior oil change which we do not know of. I then went to the dealer to explain what I was told and it was then I was told by Ivan the Sales person at Barons to be in contact with Tracee from Motorite who is the portfolio manager for Motorite. Tracee then requested a pre-delivery service from Barons of which was sent and to my surprise, I was told that it is not what they require but something else. I am tired and frustrated by all of this as I know have to hire a car and take time off work to sort this out. We have not had the car for the past 2 months and has been st the dealer since. I am being sent from pillar to post and am highly frustrated. Policy: BZ-MAS-3 ********** -0054</p> <p> </p>
Dear Sir ,
Please be advised that Motorite is aware of your situation and is treating the matter with utmost urgency.
The merits of the matter are currently being reviewed.
We can assure you that as soon as feedback is received, we shall keep you abreast and furthermore be able to make an informed decision.
Your patience and co-operation is highly valued.
Kind Regards,
Motorite Administrators (Pty) Ltd
Risk Management
Telephone ********** Facsimile **********
Mailto: **********
Best regards,
Dear Sir ,
Please be advised that Motorite is aware of your situation and is treating the matter with utmost urgency.
The merits of the matter are currently being reviewed.
We can assure you that as soon as feedback is received, we shall keep you abreast and furthermore be able to make an informed decision.
Your patience and co-operation is highly valued.
Kind Regards,
Motorite Administrators (Pty) Ltd
Risk Management
Telephone ********** Facsimile **********
Mailto: **********
Best regards,
Dear Sir,
Motorite has reviewed your complaint and noted your comments – we wish to respond as follows:
The claim in contention was logged with Motorite on the 20/07/2016 at 99 114 km by your preferred repairing dealership. The repairer reported a problem with your vehicles high pressure fuel pump and that it required replacement. The normal claims procedure was followed whereby we requested the vehicles service record, failure report, quotation, diagnostics and injector test.
Due to Motorite not receiving any service history for your vehicle we advised the repairer as well as yourself that Motorite would be cancelling the claim in contention until the service history has been received.
The following however should be noted:
It is important to note that as per the manufacturers specifications, your vehicles does condition based servicing (CBS) – the service interval indicators are however set at intervals of every 25 000 km or 12 months whichever occurs first with the applicable service leeway’s being 2 000 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.
Our records indicate that upon receiving your vehicles service record we established that your vehicles last service was done at 58 467 km on the 08/01/2013.
In terms of the terms and conditions of the policy - of which refers:
Service history not up-to-date - If the vehicle does not have an up-to-date 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.
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.
In line with your comments of which refers, “Tracee then requested a pre-delivery service from Barons of which was sent and to my surprise, I was told that it is not what they require but something else” the information received was an inspection sheet and not a service invoice or proof that a service had been carried out. To this point Motorite have made various attempts to try and source/obtain the pre-delivery service invoice but have been unsuccessful. Due to this - Motorite have therefore cancelled the claim until we have received the relevant information. You are more than welcome to try an obtain this from to relevant dealer to try and expedite the process to allow us to further review your claim.
Kind Regards
Motorite Administrators (Pty) Ltd
Risk Management
Telephone ********** Facsimile **********
Mailto: **********
Best regards,
Dear Sir,
Motorite has reviewed your complaint and noted your comments – we wish to respond as follows:
The claim in contention was logged with Motorite on the 20/07/2016 at 99 114 km by your preferred repairing dealership. The repairer reported a problem with your vehicles high pressure fuel pump and that it required replacement. The normal claims procedure was followed whereby we requested the vehicles service record, failure report, quotation, diagnostics and injector test.
Due to Motorite not receiving any service history for your vehicle we advised the repairer as well as yourself that Motorite would be cancelling the claim in contention until the service history has been received.
The following however should be noted:
It is important to note that as per the manufacturers specifications, your vehicles does condition based servicing (CBS) – the service interval indicators are however set at intervals of every 25 000 km or 12 months whichever occurs first with the applicable service leeway’s being 2 000 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.
Our records indicate that upon receiving your vehicles service record we established that your vehicles last service was done at 58 467 km on the 08/01/2013.
In terms of the terms and conditions of the policy - of which refers:
Service history not up-to-date - If the vehicle does not have an up-to-date 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.
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.
In line with your comments of which refers, “Tracee then requested a pre-delivery service from Barons of which was sent and to my surprise, I was told that it is not what they require but something else” the information received was an inspection sheet and not a service invoice or proof that a service had been carried out. To this point Motorite have made various attempts to try and source/obtain the pre-delivery service invoice but have been unsuccessful. Due to this - Motorite have therefore cancelled the claim until we have received the relevant information. You are more than welcome to try an obtain this from to relevant dealer to try and expedite the process to allow us to further review your claim.
Kind Regards
Motorite Administrators (Pty) Ltd
Risk Management
Telephone ********** Facsimile **********
Mailto: **********
Best regards,