1 reviews | Active since Nov 2012
Motorite - Easy as 1 2 3 to Reject Claims for Customers
<p>Policy Number : NFV94255W</p> <p>My vehicle has been booked into a workshop for issues been experienced with the steering (Steering jams whilst turning).The workshop went to through a process to investigate the issue by checking all related mechanisms and parts including power steering pump, reservoirs etc,The vehicle was then further stripped to investigate further.An assessor was sent out to investigate who looked at the same including the steering rack and couldn’t find an issue and claim was rejected.Please advise how this is possible ,Does your assessor have X ray vision and can see through a sealed component consisting of many moveable parts?????????????</p> <p> </p> <p>I then called the claims department and was told that they cant investigate further unless they drive the vehicle which means that workshop should put the steering rack back and I would have the bear the cost of that as the warranty would not cover this.</p> <p> </p> <p>I am not a mechanic and cant understand how a workshop could investigate the problem without stripping the car.I also mentioned to the claim department to collect to steering rack and send it for testing and they refused.</p> <p> </p> <p>What type of warranty have I paid for that would be the customer in a situation like this with a no care attitude and not willing to resolve this issue for the customer.</p> <p>I called back and wanted to speak to a manager and I was told that all the managers are in a meeting and nobody else could assist me.</p> <p> </p>
Dear Sir,
Motorite acknowledges receipt of your complaint received on Hello Peter as well as your formal complaint received at ***
Your complaint is currently being investigated by the Risk Management Complaints division who will inform you in writing of our final position concerning your complaint as soon as possible.
Thank you for co-operation and patience herein.
Motorite Administrators (Pty) Ltd
Risk Management
Telephone *** Facsimile ***
Mailto: ***
Dear Sir,
Motorite acknowledges receipt of your complaint received on Hello Peter as well as your formal complaint received at ***
Your complaint is currently being investigated by the Risk Management Complaints division who will inform you in writing of our final position concerning your complaint as soon as possible.
Thank you for co-operation and patience herein.
Motorite Administrators (Pty) Ltd
Risk Management
Telephone *** Facsimile ***
Mailto: ***
Response to Jeremy Naidoo's email :
Hi Jeremy,
Apologies for only reply today as I been on leave.
Seems that there is some confusion here.
I booked the car in for the issues been experienced with the steering and I asked the lady to get the guys to check the coolant levels as I didn’t want any overheating problems when I drive on holiday in December,I also remember telling her to get the workshop to check my gearbox oil levels and I passed a statement about how these gearboxes can be damaged due to no oil as I have driven more than 8 BMW ‘s in the last 20 years.
I also told her that my car has no leaks and she must make sure that when they done there is no leaks from anywhere.
Seems like the lady at motorsport is not the sharpest tool in the shed and created a job card that is so far from the actual problem,But also she seemed very uninterested in what I was saying.She must have confused my requests with another customer.
When I visited the workshop again after leaving my car there ,I took this up with the manager and he said he will retificy this and sort out the job card.
I would like to ask you why after the claim been declined for no issue found and now all this is coming to light ,Why did the assessor not point this out the first time,Seems like you and your team are looking for a reason not pay out for a claim and seems like all the people that complain on social media are correct about motorite,That they are quick to sell the warranties but will always look for a reason to find fault and not pay out or cover damages.
I can ask the workshop to assemble the car and you can send a assessor out to drive the car and if your assessor realizes that there is a problem with the rack,I will be holding motorite accountable for the bill to strip and put the steering rack back as requested by motorite.
I will not be laying down and accepting this claim rejection,I will take this to all social media sites as wells as newspapers as well the ombudsman,Because the way this was dealt with is bull****.Your assessor didn’t tell the workshop that they shouldn’t have stripped the steering rack but rather just looked at it and came to a conclusion that there was no problem – like I said earlier – have assessors with X ray vision must be a huge cost saving to you.Why did he not mention that due to the multiple faults the claim will not be looked at as per your mail below,
No he said there is no issue found,WOW ,,Your assessor must really be a BMW steering rack expert.I even asked that the steering rack before removed from the workshop and taken somewhere else for testing and that idea wasn’t even considered.
I am a customer who purchased a warranty and then followed the instruction and took my car to a reputable and accredited workshop to be put in the middle of this and now need to fight and argue why my warranty should be assisting to cover a warranty repair that is out of my control .
This whole saga is causing me immense inconvenience and irritation .Even after leaving messages for a manager to call me back I get an email response telling me why motorite is correct by rejecting my claim,So much for customer service.
I await your response
From: Jeremy Naidoo **********
Sent: 28 October 2016 10:42 AM
To: Peter Francis ********** /> Cc: Complaints ********** /> Subject: RE: ***
Dear Sir,
Motorite has reviewed your complaint and duly noted your comments – we wish to respond as follows:
The product that forms the basis of this complaint is a WesBank Prestige mechanical breakdown warranty underwritten by Infiniti Insurance Ltd. of which Motorite Administrators (Pty) Ltd. are the appointed claims administrator. The policy provides cover for the failure of specified mechanical and electrical components subject to the policy terms and conditions being adhered to whereby the applicable limits of liability apply.
The policy incepted on the 26/11/2015 at 91 353 km and runs for a period of 2 years.
The claim in contention was logged with Motorite on the 24/10/2016 at 107 411 km by Motorsport Inc – Xavier. The repairer reported that whilst driving the vehicle, the steering wheel became jammed, they advised that this was an internal fault on the steering rack. The normal claims procedure was followed whereby we requested the vehicles service record, written failure report and quotation.
It should be well noted that Motorite had not issued the repairer with permission to strip and quote as this goes against our claims procedures and furthermore we had also not advised them to obtain your permission to strip and quote.
Nevertheless - Motorite appointed an assessor to go out and inspect the vehicle, the assessor inspected the entire system and regrettably the assessor could not find any fault with the steering rack. A further note from the assessor was that your vehicle was booked in on the 19/10/2016 at 107 411 km for more than 1 failure as specified by the job cad of which refers:
Head overheating overhaul
Gearbox transmission problem overheating caused this
Gearbox second hand mechatronics.
Gearbox oil flush
Steering rack leaking
Pressure test
The repairer has however not logged any claim for the other repairs mentioned on the job card. It is however important to note that in terms of the policy more than one failure occurring at the same time will not be covered. The policy wording refers:
More Than One Failure at the Same Time
Regardless of how many failures happen at the same time, only one covered part failure will be entertained (the higher benefit cover will apply).
As previously discussed with our claims department, with regards to the claim for the steering rack - the vehicle will have to reassembled at your cost and once this has been done - Motorite will then reappoint an assessor to come out and inspect / test the vehicle to confirm failure of the steering rack.
We trust that the above clarifies and look forward to your feedback hereto.
Regards,
Response to Jeremy Naidoo's email :
Hi Jeremy,
Apologies for only reply today as I been on leave.
Seems that there is some confusion here.
I booked the car in for the issues been experienced with the steering and I asked the lady to get the guys to check the coolant levels as I didn’t want any overheating problems when I drive on holiday in December,I also remember telling her to get the workshop to check my gearbox oil levels and I passed a statement about how these gearboxes can be damaged due to no oil as I have driven more than 8 BMW ‘s in the last 20 years.
I also told her that my car has no leaks and she must make sure that when they done there is no leaks from anywhere.
Seems like the lady at motorsport is not the sharpest tool in the shed and created a job card that is so far from the actual problem,But also she seemed very uninterested in what I was saying.She must have confused my requests with another customer.
When I visited the workshop again after leaving my car there ,I took this up with the manager and he said he will retificy this and sort out the job card.
I would like to ask you why after the claim been declined for no issue found and now all this is coming to light ,Why did the assessor not point this out the first time,Seems like you and your team are looking for a reason not pay out for a claim and seems like all the people that complain on social media are correct about motorite,That they are quick to sell the warranties but will always look for a reason to find fault and not pay out or cover damages.
I can ask the workshop to assemble the car and you can send a assessor out to drive the car and if your assessor realizes that there is a problem with the rack,I will be holding motorite accountable for the bill to strip and put the steering rack back as requested by motorite.
I will not be laying down and accepting this claim rejection,I will take this to all social media sites as wells as newspapers as well the ombudsman,Because the way this was dealt with is bull****.Your assessor didn’t tell the workshop that they shouldn’t have stripped the steering rack but rather just looked at it and came to a conclusion that there was no problem – like I said earlier – have assessors with X ray vision must be a huge cost saving to you.Why did he not mention that due to the multiple faults the claim will not be looked at as per your mail below,
No he said there is no issue found,WOW ,,Your assessor must really be a BMW steering rack expert.I even asked that the steering rack before removed from the workshop and taken somewhere else for testing and that idea wasn’t even considered.
I am a customer who purchased a warranty and then followed the instruction and took my car to a reputable and accredited workshop to be put in the middle of this and now need to fight and argue why my warranty should be assisting to cover a warranty repair that is out of my control .
This whole saga is causing me immense inconvenience and irritation .Even after leaving messages for a manager to call me back I get an email response telling me why motorite is correct by rejecting my claim,So much for customer service.
I await your response
From: Jeremy Naidoo **********
Sent: 28 October 2016 10:42 AM
To: Peter Francis ********** /> Cc: Complaints ********** /> Subject: RE: ***
Dear Sir,
Motorite has reviewed your complaint and duly noted your comments – we wish to respond as follows:
The product that forms the basis of this complaint is a WesBank Prestige mechanical breakdown warranty underwritten by Infiniti Insurance Ltd. of which Motorite Administrators (Pty) Ltd. are the appointed claims administrator. The policy provides cover for the failure of specified mechanical and electrical components subject to the policy terms and conditions being adhered to whereby the applicable limits of liability apply.
The policy incepted on the 26/11/2015 at 91 353 km and runs for a period of 2 years.
The claim in contention was logged with Motorite on the 24/10/2016 at 107 411 km by Motorsport Inc – Xavier. The repairer reported that whilst driving the vehicle, the steering wheel became jammed, they advised that this was an internal fault on the steering rack. The normal claims procedure was followed whereby we requested the vehicles service record, written failure report and quotation.
It should be well noted that Motorite had not issued the repairer with permission to strip and quote as this goes against our claims procedures and furthermore we had also not advised them to obtain your permission to strip and quote.
Nevertheless - Motorite appointed an assessor to go out and inspect the vehicle, the assessor inspected the entire system and regrettably the assessor could not find any fault with the steering rack. A further note from the assessor was that your vehicle was booked in on the 19/10/2016 at 107 411 km for more than 1 failure as specified by the job cad of which refers:
Head overheating overhaul
Gearbox transmission problem overheating caused this
Gearbox second hand mechatronics.
Gearbox oil flush
Steering rack leaking
Pressure test
The repairer has however not logged any claim for the other repairs mentioned on the job card. It is however important to note that in terms of the policy more than one failure occurring at the same time will not be covered. The policy wording refers:
More Than One Failure at the Same Time
Regardless of how many failures happen at the same time, only one covered part failure will be entertained (the higher benefit cover will apply).
As previously discussed with our claims department, with regards to the claim for the steering rack - the vehicle will have to reassembled at your cost and once this has been done - Motorite will then reappoint an assessor to come out and inspect / test the vehicle to confirm failure of the steering rack.
We trust that the above clarifies and look forward to your feedback hereto.
Regards,