Totally Inappropriate Claim Process - incur additional expenses

Dear Sir,  The product that forms the basis of this complaint is a Mekor Maintenance Top-Up Plan 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 type of plan incepted on the 23/03/2016 and runs concurrently with the relevant manufacturer parameters, in this instance 5 years and up to 90 000 km - the expiry of this plan is dependent on whichever is reached first.  It is worthy to note that in order to validate a claim, the nature and extent of the damage needs to be assessed as it depends on factors such as the nature of the claim including technical factors to be considered.  Should it be necessary to disassemble any component to establish the cause or extent of the damage/wear, it is your responsibility to authorise such disassembly so as to establish whether there is any liability under your vehicle’s plan.  This will also show if the pressure plate collapsed or if the friction surface is burnt. The photos/visuals requested will also help determine if the clutch plate is worn on the pressure plate side or if the wear is more prominent on the flywheel side, which would then be deemed as a mechanical failure.  In the event of the claim is not covered, the cost for the disassembly to ascertain the cause of failure will be for your own account.  If the breakdown or failure is covered, the cost of stripping will be included in the labour charge of the covered component.  It is also worthy to note that the vehicles clutch is designed to last a minimum of 60 000 km as per manufacturer industry norms. We consider normal wear and tear for clutches from 60 000 km.  Kind Regards,  
Risk Management Complaints Division
Tel No: ***
Facsimile: ***
Email: ***