1 reviews | Active since Oct 2018
Motorite policy is absolutely useless - Wesbank must be in on the deal
I was sold a Motorite policy through Wesbank, during the first service I had to pay in order to get the vehicle released as no one could find this policy, now I want to cancel this policy and Wesbank nor Motorite is willing to help me, I got confirmation that the policy is cancelled but it still gets deducted from my bank. Unfortunately too late, but I see on social media that Motorite is quite a useless company when it comes to service and delivering to their promises.
Dear Sir,
We acknowledge receipt of your complaint received at our offices and duly noted your comments.
Your complaint will be 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 your cooperation and patience herein.
Kind Regards,
Risk Management Complaints Division
Tel No: ***
Facsimile: ***
Email:***
Dear Sir,
We acknowledge receipt of your complaint received at our offices and duly noted your comments.
Your complaint will be 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 your cooperation and patience herein.
Kind Regards,
Risk Management Complaints Division
Tel No: ***
Facsimile: ***
Email:***
Dear Sir,
Motorite has reviewed your complaint and duly noted your comments – we wish to address your complaint as follows:
The product that forms the basis of this complaint is a WesBank Options Motor Drive 1 (Plan A) Top Up maintenance plan administered by Motorite Administrators (Pty) Ltd. The maintenance plan provides cover for maintenance and mechanical repairs needed by the vehicle because of normal wear and tear and mechanical failure. This plan was sold to you as a top up on your vehicles built-in manufacturer service plan whereby this plan runs concurrently with the relevant manufacturer parameters, in this instance the maintenance plan incepted on the 21/12/2017 at 25 000 km and runs for a period of 5 years and up to 100 000 km - the expiry of this plan is dependent on whichever is reached first.
During our investigation of this complaint it was established that the sale of this product was facilitated telephonically through an independent company called, The Engine Room Direct Solutions (Pty) Ltd. whereby the product that was marketed and sold.
It is pertinent to mention that law requires us to have the plan loaded within 30 days of purchase. It should be noted that this plan was respectively loaded on the 03/01/2018.
Furthermore - we have noted that as per the attached welcome pack it would appear that the relevant policy terms and conditions were duly issued within 30 days of plan purchase.
However – could you be so kind as to advise the date/time period you had contacted the Motorite whereby it was advised that the plan was not loaded on our system, as we have no record of such?
In addition – our records indicate that cancellation was requested on the 06/08/2018 whereby it was stated the reason thereof was due to unsatisfactory cover; failure to meet expectations. The cancellation form and requirements were emailed on the same day.
Upon receipt of the cancellation form – the form and requirements were duly sent on the 20/08/218 for applicable processing thereof.
Please note that a 90 day gratuity period is given on maintenance plans – as per the date on which the cancellation was requested, the plan was already outside of this gratuity period.
Therefore - to ascertain whether a refund (which is stipulated in the contract wording as being at the Administrator’s discretion) is payable, all commissions and administration fee’s, which are distributed at contract inception, cannot be refunded. The remainder of the premium is reserved, which is utilized to pay claims.
As per your plan profile - no claims have been logged, authorised or paid for.
In this instance the pro-rata refund amount is less bank commission and charges as this fee is not received by Motorite however withheld by WesBank. In addition the “All Fees” quoted is withheld by Motorite as this is the amount received as part of the administration agreement between Motorite and WesBank as we are the appointed service administrators by WesBank.
In addition, the arrears amount is also based on the pro-rata refund amount quoted. Upon cancellation the administration fee and commission will be payable therefore placing your account into arrears.
We are still waiting from WesBank on the arrears amount should the plan be cancelled.
Please note that we cannot agree to the arrears amount quoted - as per Wesbank - as they are to communicate to the client whereby he/she may agree before WesBank advises us to proceed with cancellation on our side.
Should you require any further details, please contact the Risk Management Complaints Division.
Risk Management Complaints Division
Tel No: ***
Facsimile: ***
Email:***
Dear Sir,
Motorite has reviewed your complaint and duly noted your comments – we wish to address your complaint as follows:
The product that forms the basis of this complaint is a WesBank Options Motor Drive 1 (Plan A) Top Up maintenance plan administered by Motorite Administrators (Pty) Ltd. The maintenance plan provides cover for maintenance and mechanical repairs needed by the vehicle because of normal wear and tear and mechanical failure. This plan was sold to you as a top up on your vehicles built-in manufacturer service plan whereby this plan runs concurrently with the relevant manufacturer parameters, in this instance the maintenance plan incepted on the 21/12/2017 at 25 000 km and runs for a period of 5 years and up to 100 000 km - the expiry of this plan is dependent on whichever is reached first.
During our investigation of this complaint it was established that the sale of this product was facilitated telephonically through an independent company called, The Engine Room Direct Solutions (Pty) Ltd. whereby the product that was marketed and sold.
It is pertinent to mention that law requires us to have the plan loaded within 30 days of purchase. It should be noted that this plan was respectively loaded on the 03/01/2018.
Furthermore - we have noted that as per the attached welcome pack it would appear that the relevant policy terms and conditions were duly issued within 30 days of plan purchase.
However – could you be so kind as to advise the date/time period you had contacted the Motorite whereby it was advised that the plan was not loaded on our system, as we have no record of such?
In addition – our records indicate that cancellation was requested on the 06/08/2018 whereby it was stated the reason thereof was due to unsatisfactory cover; failure to meet expectations. The cancellation form and requirements were emailed on the same day.
Upon receipt of the cancellation form – the form and requirements were duly sent on the 20/08/218 for applicable processing thereof.
Please note that a 90 day gratuity period is given on maintenance plans – as per the date on which the cancellation was requested, the plan was already outside of this gratuity period.
Therefore - to ascertain whether a refund (which is stipulated in the contract wording as being at the Administrator’s discretion) is payable, all commissions and administration fee’s, which are distributed at contract inception, cannot be refunded. The remainder of the premium is reserved, which is utilized to pay claims.
As per your plan profile - no claims have been logged, authorised or paid for.
In this instance the pro-rata refund amount is less bank commission and charges as this fee is not received by Motorite however withheld by WesBank. In addition the “All Fees” quoted is withheld by Motorite as this is the amount received as part of the administration agreement between Motorite and WesBank as we are the appointed service administrators by WesBank.
In addition, the arrears amount is also based on the pro-rata refund amount quoted. Upon cancellation the administration fee and commission will be payable therefore placing your account into arrears.
We are still waiting from WesBank on the arrears amount should the plan be cancelled.
Please note that we cannot agree to the arrears amount quoted - as per Wesbank - as they are to communicate to the client whereby he/she may agree before WesBank advises us to proceed with cancellation on our side.
Should you require any further details, please contact the Risk Management Complaints Division.
Risk Management Complaints Division
Tel No: ***
Facsimile: ***
Email:***