Terrible policy
<p>I decided to read up on Motorite complaints on Hello Peter, and I am not surprised at the amount of complaints that there are!</p> <p>I bought a second hand Toyota Fortuner and took a warranty from Motorite as suggested by the dealer from whom I bought the vehicle. The obvious condition being that the vehicle be serviced at a Toyota dealer to ensure the warranty remains valid.</p> <p>While driving recently, I experienced a sudden loss of power and all warning lights came on. The vehicle was then towed to the Toyota dealership, and after inspection I was told that 2 studs had broken of on the diesel pump. This in turn caused a fuel pipe to tear. I received the quotation for the repairs from the dealer (R 11 000), as I was informed that Motorite has rejected my claim, even though my vehicle had been serviced by Toyota every time. When speaking to Motorite I was told that a broken stud was not covered by my policy! I was then sent the policy wording to review, and they have conveniently worded the policy to ultimately help them decline most claims, in the fine print of course.</p> <p> </p> <p>Motorite's statement that they do not cover a fault resulting from a broken stud or bolt is absolutely ridiculous. Does this mean that 90% of claims will not be paid, as almost everything in the engine is held together or fastened with a bolt / stud? Further more, what more does a non-mechanically minded person like myself have to do? I had my vehicle serviced at the dealer precisely on intervals. I also had the warranty policy in place for any unforeseen event.</p> <p> </p> <p>To add to my misery, I was then afterwards told by the local Toyota dealership that they have stopped selling Motorite policies to their customers due to all the problems and claim rejections experienced by clients!</p> <p> </p> <p>That in itself should act as a warning to anybody when considering which waranty policy to buy for your vehicle.</p>
Good Day Sir / Madam,
Motorite acknowledges receipt of your complaint.
In order for Motorite to locate your policy/contract we would require either of the following:
· Policy/contract number
· I.D number
· Vehicle VIN or Engine number
Upon receipt of the above, 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 co-operation and patience herein.
Regards,
Motorite Administrators (Pty) Ltd
Risk Management
Telephone ********** Facsimile **********
Mailto: **********
Best regards,
Good Day Sir / Madam,
Motorite acknowledges receipt of your complaint.
In order for Motorite to locate your policy/contract we would require either of the following:
· Policy/contract number
· I.D number
· Vehicle VIN or Engine number
Upon receipt of the above, 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 co-operation and patience herein.
Regards,
Motorite Administrators (Pty) Ltd
Risk Management
Telephone ********** Facsimile **********
Mailto: **********
Best regards,
Policy no: F1S42658
Policy no: F1S42658
Dear Sir,
Motorite has reviewed your complaint and noted your comments – our response is as follows:
The claim in contention was logged with Motorite on the 02/09/2016 at 253 524 km by Algoa Toyota – Uitenhage. The repairers report confirms:
“Upon inspecting vehicle we found that diesel pump stud are broken off. Due to loose pump and vibration, main steel diesel pipe ruptured, causing loss of diesel and low fuel pressure.”
At this point Motorite proceeded to reject the claim in contention as the components reported to be the cause of failure in this instance are unfortunately not covered by the policy. The policy provides cover for the failure of specified mechanical and electrical components subject to the policy terms and conditions.
The Policy wording refers:
Clause.18 (d)
(d) The Failure Of, Or Damage To, Any Component Or Part Caused By The Failure Of A Covered Or Non-covered Part. This Includes Damage Caused By Any Object From An External Source If The Failure Of Or Damage To The Part Is through The Lack Of Due Care By The Driver Or Policyholder.
All claims are handled on their own merit and in accordance with the policy terms and conditions, the mechanical breakdown policy is not only subject to exclusions but also subject to the terms and conditions being adhered to.
Regrettably - Motorite cannot validate your comments in respect of the local Toyota dealership refusing to sell our products - this is news to us - we will endeavour to further investigate this for validity
In view of the matter - Motorite remains of the opinion that the claim was administered correctly and in line with the policy terms and conditions.
Regards,
Motorite Administrators (Pty) Ltd
Risk Management
Telephone ********** Facsimile **********
Mailto: **********
Best regards,
Dear Sir,
Motorite has reviewed your complaint and noted your comments – our response is as follows:
The claim in contention was logged with Motorite on the 02/09/2016 at 253 524 km by Algoa Toyota – Uitenhage. The repairers report confirms:
“Upon inspecting vehicle we found that diesel pump stud are broken off. Due to loose pump and vibration, main steel diesel pipe ruptured, causing loss of diesel and low fuel pressure.”
At this point Motorite proceeded to reject the claim in contention as the components reported to be the cause of failure in this instance are unfortunately not covered by the policy. The policy provides cover for the failure of specified mechanical and electrical components subject to the policy terms and conditions.
The Policy wording refers:
Clause.18 (d)
(d) The Failure Of, Or Damage To, Any Component Or Part Caused By The Failure Of A Covered Or Non-covered Part. This Includes Damage Caused By Any Object From An External Source If The Failure Of Or Damage To The Part Is through The Lack Of Due Care By The Driver Or Policyholder.
All claims are handled on their own merit and in accordance with the policy terms and conditions, the mechanical breakdown policy is not only subject to exclusions but also subject to the terms and conditions being adhered to.
Regrettably - Motorite cannot validate your comments in respect of the local Toyota dealership refusing to sell our products - this is news to us - we will endeavour to further investigate this for validity
In view of the matter - Motorite remains of the opinion that the claim was administered correctly and in line with the policy terms and conditions.
Regards,
Motorite Administrators (Pty) Ltd
Risk Management
Telephone ********** Facsimile **********
Mailto: **********
Best regards,
Firstly, I do not care, nor does it matter if you can validate my comments regarding dealerships choosing not to sell your products. This is becoming general knowledge, and if it is not, I plan to make it known as widely as I possibly can.
Secondly, quoting your conveniently worded policy document does not prove that you acted correctly, it merely strengthens my statements above that you are infact ********* by using your slyly worded policy to get out of most of the claims that are brought against the policies that you offer. The bottom line is that your policies are worded in such a manner that any claim has almost a zero chance of being approved, and in fact the policy is not even worth the paper that it is written on.
The mere fact that you exclude a stud / bolt from a policy covering mechanical breakdown on an engine and gearbox once again reinforces my complaint. As I mentioned, what is the point of such a policy to the majority of the population that is not mechanically inclined themselves, who cannot check such things in their vehicles' engines? I held my side of the agreement by having my vehicle serviced at a dealership, and if they did not detect this fault, how can I be expected to? And by rejecting this claim you imply that I was expected to detect the fault, as I am now the one that has to foot the bill for the repairs.
Please spare me the typical technical reply, as it is of no further help or interest to me. Especially if you cannot even comment on one of the statements that I have made above or before.
As a manufacturer for the local OEM's working in the local automotive industry, I am in the fortunate position to relay my experience very far and wide, to inform other clients and hopefully spare them a similar ordeal.
Firstly, I do not care, nor does it matter if you can validate my comments regarding dealerships choosing not to sell your products. This is becoming general knowledge, and if it is not, I plan to make it known as widely as I possibly can.
Secondly, quoting your conveniently worded policy document does not prove that you acted correctly, it merely strengthens my statements above that you are infact ********* by using your slyly worded policy to get out of most of the claims that are brought against the policies that you offer. The bottom line is that your policies are worded in such a manner that any claim has almost a zero chance of being approved, and in fact the policy is not even worth the paper that it is written on.
The mere fact that you exclude a stud / bolt from a policy covering mechanical breakdown on an engine and gearbox once again reinforces my complaint. As I mentioned, what is the point of such a policy to the majority of the population that is not mechanically inclined themselves, who cannot check such things in their vehicles' engines? I held my side of the agreement by having my vehicle serviced at a dealership, and if they did not detect this fault, how can I be expected to? And by rejecting this claim you imply that I was expected to detect the fault, as I am now the one that has to foot the bill for the repairs.
Please spare me the typical technical reply, as it is of no further help or interest to me. Especially if you cannot even comment on one of the statements that I have made above or before.
As a manufacturer for the local OEM's working in the local automotive industry, I am in the fortunate position to relay my experience very far and wide, to inform other clients and hopefully spare them a similar ordeal.