Motor rite worse service

Dear Sir,  This letter serves to confirm that we have reviewed the merits of your complaint received on the 17/11/2020.  The claim in contention was logged with Motorite on the 16/11/2020 at 100 475 km by Hatfield VW Commercial whereby we requested the vehicles service record, written failure report, photos and quotation to establish the exact cause of failure of the respective components claimed for as this would need to be reviewed to determine the overall outcome of the claim.  To the very beginning of the said claim, we have received the requested documentation and reports to afford us enough leverage to assess the claim accordingly.  Regarding our claims turnaround times – claims are facilitated on its own merit within a reasonable timeframe. Some claims are administered within a day, some 2 days others 5 days – it depends on the nature of the claim. In some instances, for example – an engine needs to be stripped, an assessor appointed and only thereafter can a decision be made.  There was no delay in determining liability in respect of the claim as there was further time spent assessing whether the claim falls within the policy terms or whether there has been material loss. In addition to the duty to handle claims we give a great deal of consideration to take all of the circumstances of the situation into account, and to act in a way that gives appropriate priority to treating customers fairly.  A claims agent has been allocated to assist further with the claims handling thereof and has been asked to treat it as a matter of urgency.  Should you not be happy with the outcome, you are at liberty to seek further recourse that is made available to you. Thereafter you may institute legal proceeding within 180 Days of receipt of this letter, failing which we will have no further liability in terms of this policy.  Should you require any further details, please contact the Risk Management Complaints Division. 

Kind Regards,  Risk Management Complaints Division