1 reviews | Active since Jul 2011
I'm paying for a service that I'm not getting...! Highly disappointed...
Good day
Trust that this mail finds you well.
I took up a maintenance plan in May 2018 for my car from 100 000km’s to take effect when the manufacturer service plan expired. I took the car in to Audi for the brake pads to be replaced and the claim was rejected. When I called in to your claim department, I was advised that “wear and tear” claims can only be approved after 10 000km’s and 45 days as per the terms and conditions document. I then referred to the excerpt on the terms and conditions document on page 6 section (xxiii) which states that and I quote “should you opt to extend a manufacturer service plan with our full maintenance plan where cover commences only on expiry of the said manufacturer service plan, then a 45 day moratorium on claims for non-service related items will apply on inception of our maintenance plan extension. The said 45-day moratorium will however not apply if the manufacturer service plan is “topped up” and cover commences immediately.”
I don’t understand how the claim was rejected when section (xxiii) states that I only have a 45-day waiting period if I extend a manufacturer service plan with your full maintenance plan to take effect when the current active one expires. At the time that I took the maintenance plan, I was covered under the manufacturer service plan. Also, I was advised on taking up the cover, that the waiting period is 45 days. This cover has been active for over 80 days if I’m not mistaken and and this falls within the above mentioned terms and conditions.
Please look into the matter and advise? If this is how you do business by hiding behind terms and conditions, I am highly disappointed.
Regards, Palesa
Dear Madam,
It is with great concern we received your e-mail outlining the problem you had with our service.
I regret that we provided you with such - it is the exact opposite of what we pride ourselves on and not in line with our philosophy and we understand how important it is to offer exceptional service.
The merits of the matter have been reviewed by claims who confirmed that the moratorium period was incorrectly app**** as this period is only app**** against used maintenance plans. A claims agent has been allocated to assist further with the authorisation to be app****. Once this has been processed you will receive an SMS notification confirming the repair.
It’s also worth knowing that we‘ll make sure that the people responsible for this are well aware of their mistake and its consequences.
We understand your disappointment, and sincerely apologize for any frustrations and inconvenience that this may
have caused in this regard.
Thank you for your cooperation and patience herein.
Kind Regards,
Risk Management Complaints Division
Tel No: ***
Facsimile: ***
Email:***
Dear Madam,
It is with great concern we received your e-mail outlining the problem you had with our service.
I regret that we provided you with such - it is the exact opposite of what we pride ourselves on and not in line with our philosophy and we understand how important it is to offer exceptional service.
The merits of the matter have been reviewed by claims who confirmed that the moratorium period was incorrectly app**** as this period is only app**** against used maintenance plans. A claims agent has been allocated to assist further with the authorisation to be app****. Once this has been processed you will receive an SMS notification confirming the repair.
It’s also worth knowing that we‘ll make sure that the people responsible for this are well aware of their mistake and its consequences.
We understand your disappointment, and sincerely apologize for any frustrations and inconvenience that this may
have caused in this regard.
Thank you for your cooperation and patience herein.
Kind Regards,
Risk Management Complaints Division
Tel No: ***
Facsimile: ***
Email:***