PM
Puluchi M
1 reviews | Active since Jun 2012
24 Jun 2020, 10:47
Mediocre Service
I took out Wesbank Service plan through the Motorite Administrators, under Policy Number : Wesbank Prestige Plus policy ***. I took my vehicle for service on the 17/06/2020 at Tom Campher Motors, however Motorite refused to authorize the service because they received Conflicting information from Wesbank pertaining to the engine changes. I have since provided them with all the necessary information in my possession and they still don't want to authorize my service. I feel that I am being treated unfairly as I don't have control over the sharing of information between the two entities. I had to cancel my plans as result of the delay in authorizing my vehicle service.
This is by far the worst service I could ever find in Motorite and Wesbank
Helpful (0)
Replies (1)0
Replies (1)
Motorite Administrators's replyOfficial
24 Jun 2020, 13:33Dear Sir,
We have reviewed your complaint and duly noted your comments and it is with great concern we received your e-mail outlining the problem you had with our service, as a service driven organisation, Motorite goes to great lengths to provide service excellence to all our valued customers. After a thorough review of your case, we noted that the claim in contention was logged on the 17/06/2020 for the vehicles scheduled service. However, our records indicate that the vehicles engine number confirmed by the service advisor at point of claim entry was different to what we have loaded against your client profile. It was for this reason that Motorite proceeded to request the documents and information to be submitted in order to make the relevant changes from our side to avoid any future delays in claiming.
It was later advised that the changes were made with WesBank prior to taking the vehicle and the same was stated at point of sale. Upon receiving the requested information on the 18/06/2020 we noted that we still required the vehicles old and new NATIS, police clearance, change of engine invoice and the client control and verification documents. Unfortunately the eNATIS was not accepted as an official document. Although our records indicated differently, we further referred the matter to WesBank to advise and confirm if we may proceed with the changes in accordance with their records. In the meantime – the merits of the matter was raised with top management who have app**** reasonability and fairness to the matter, agreed to authorise the change of engine details as per the new NATIS document received. Please allow 20 minutes for the changes to come in effect against all plans loaded against your policy profile. We hope this is sufficient to solve the issue and clear any remaining inconvenience. Thank you for your cooperation and patience herein.
Kind Regards, Risk Management Complaints Division
We have reviewed your complaint and duly noted your comments and it is with great concern we received your e-mail outlining the problem you had with our service, as a service driven organisation, Motorite goes to great lengths to provide service excellence to all our valued customers. After a thorough review of your case, we noted that the claim in contention was logged on the 17/06/2020 for the vehicles scheduled service. However, our records indicate that the vehicles engine number confirmed by the service advisor at point of claim entry was different to what we have loaded against your client profile. It was for this reason that Motorite proceeded to request the documents and information to be submitted in order to make the relevant changes from our side to avoid any future delays in claiming.
It was later advised that the changes were made with WesBank prior to taking the vehicle and the same was stated at point of sale. Upon receiving the requested information on the 18/06/2020 we noted that we still required the vehicles old and new NATIS, police clearance, change of engine invoice and the client control and verification documents. Unfortunately the eNATIS was not accepted as an official document. Although our records indicated differently, we further referred the matter to WesBank to advise and confirm if we may proceed with the changes in accordance with their records. In the meantime – the merits of the matter was raised with top management who have app**** reasonability and fairness to the matter, agreed to authorise the change of engine details as per the new NATIS document received. Please allow 20 minutes for the changes to come in effect against all plans loaded against your policy profile. We hope this is sufficient to solve the issue and clear any remaining inconvenience. Thank you for your cooperation and patience herein.
Kind Regards, Risk Management Complaints Division
Motorite Administrators's reply24 Jun 2020, 13:33
Official
Dear Sir,
We have reviewed your complaint and duly noted your comments and it is with great concern we received your e-mail outlining the problem you had with our service, as a service driven organisation, Motorite goes to great lengths to provide service excellence to all our valued customers. After a thorough review of your case, we noted that the claim in contention was logged on the 17/06/2020 for the vehicles scheduled service. However, our records indicate that the vehicles engine number confirmed by the service advisor at point of claim entry was different to what we have loaded against your client profile. It was for this reason that Motorite proceeded to request the documents and information to be submitted in order to make the relevant changes from our side to avoid any future delays in claiming.
It was later advised that the changes were made with WesBank prior to taking the vehicle and the same was stated at point of sale. Upon receiving the requested information on the 18/06/2020 we noted that we still required the vehicles old and new NATIS, police clearance, change of engine invoice and the client control and verification documents. Unfortunately the eNATIS was not accepted as an official document. Although our records indicated differently, we further referred the matter to WesBank to advise and confirm if we may proceed with the changes in accordance with their records. In the meantime – the merits of the matter was raised with top management who have app**** reasonability and fairness to the matter, agreed to authorise the change of engine details as per the new NATIS document received. Please allow 20 minutes for the changes to come in effect against all plans loaded against your policy profile. We hope this is sufficient to solve the issue and clear any remaining inconvenience. Thank you for your cooperation and patience herein.
Kind Regards, Risk Management Complaints Division
We have reviewed your complaint and duly noted your comments and it is with great concern we received your e-mail outlining the problem you had with our service, as a service driven organisation, Motorite goes to great lengths to provide service excellence to all our valued customers. After a thorough review of your case, we noted that the claim in contention was logged on the 17/06/2020 for the vehicles scheduled service. However, our records indicate that the vehicles engine number confirmed by the service advisor at point of claim entry was different to what we have loaded against your client profile. It was for this reason that Motorite proceeded to request the documents and information to be submitted in order to make the relevant changes from our side to avoid any future delays in claiming.
It was later advised that the changes were made with WesBank prior to taking the vehicle and the same was stated at point of sale. Upon receiving the requested information on the 18/06/2020 we noted that we still required the vehicles old and new NATIS, police clearance, change of engine invoice and the client control and verification documents. Unfortunately the eNATIS was not accepted as an official document. Although our records indicated differently, we further referred the matter to WesBank to advise and confirm if we may proceed with the changes in accordance with their records. In the meantime – the merits of the matter was raised with top management who have app**** reasonability and fairness to the matter, agreed to authorise the change of engine details as per the new NATIS document received. Please allow 20 minutes for the changes to come in effect against all plans loaded against your policy profile. We hope this is sufficient to solve the issue and clear any remaining inconvenience. Thank you for your cooperation and patience herein.
Kind Regards, Risk Management Complaints Division