1 reviews | Active since Nov 2012
Worst customer experience from Motorite
Hi, I had a warranty with Motorite. My car broke down and I called Motorite to find out if the warranty would be able to fix the car. I spoke to Treasure who seemed to be nice understanding and informed me my warranty had expired but since my car broke down just a few days it had expired he would escalate it for an exception and make a note on my policy. He told me I would have to get the car to Wingfield motors so that they can submit a claim. I towed the car to Wingfield and they submitted the claim to Motorite that is when the nightmare started. After Wingfield submitted the claim then Motorite denied it saying it was expired. I called Motorite and told them what Treasure had said and they said they would escalate it to Guardrisk who is the insurer. After Wingfield and myself did not receive an update I contacted them again asking for the update. I was referred to different people who claimed the matter was been looked into. After almost 2 weeks no update I then had to have multiple back and forth emails and calls with Guardrisk and Motorite and only to be told by Laura Martins from Guardrisk that they do not make any considerations on policies. My frustration is why was I not told that when I first called Motorite. Why did Motorite make me two the car to Wingfield and then wait almost two weeks and yet they do not do any considerations. My reason for the initial call was to get the correct information and make an informed decision on whether I would need to fix the car myself but I was misinformed that a consideration would be done. So I basically wasted 2 weeks waiting for a denial that could have been done on the initial call and I would not have wasted my time towing the car. My nightmare still continues as Wingfield now wants me to pay for stripping the car in order to make a claim to Motorite and yet the car is not fixed. Wingfield is now holding my car because Motorite made me take the car to them and yet they knew they would deny it. Because of Motorite now I owe Wingfield for stripping the car without fixing it and I cant take my car back until that money is paid which I dont have. Because of Motorite I am now losing my car. I would understand the denied claim if I has taken the car to Wingfield without Motorite knowing but in this instance I took the car to Wingfield under the instructions of Motorite. Now I am stuck with no car and owing Wingfield thanks to Motorite . The past weeks have been a nightmare for me because of Motorite. This is the worst experience ever. The worst part is having to wait two weeks for a response that could have been done over the phone before any physical labour and money could be used.
Motorite has reviewed your complaint and duly noted your comments .
Nowhere in the voice recording were promises made to you. Treasure informed you that your policy had expired. When you asked him” what can you do” , he suggested the vehicle be booked at Wingfield for a claim to be logged with Motorite , and when registered with Motorite they would refer to underwriters for consideration. Treasure did not mention that an exception would be made.
Motorite on notification of your claim escalated to Guardrisk for consideration.
As you are aware the policy term came to an end on the 31st July 2020 and your claim occurred a few days after the expiry date. As the incident claimed for fell outside the Insurance period the claim has been declined by Insurers.
In addition - should stripping of an engine or any component be required for a claim to be assessed, then the cost of stripping and diagnosis is for your own account where the cause of breakdown and parts are not covered; however, you are entitled to a quotation before approving such costs and we will not proceed to strip without your authorisation of the quotation.
Kind Regards, Risk Management Complaints Division
Motorite has reviewed your complaint and duly noted your comments .
Nowhere in the voice recording were promises made to you. Treasure informed you that your policy had expired. When you asked him” what can you do” , he suggested the vehicle be booked at Wingfield for a claim to be logged with Motorite , and when registered with Motorite they would refer to underwriters for consideration. Treasure did not mention that an exception would be made.
Motorite on notification of your claim escalated to Guardrisk for consideration.
As you are aware the policy term came to an end on the 31st July 2020 and your claim occurred a few days after the expiry date. As the incident claimed for fell outside the Insurance period the claim has been declined by Insurers.
In addition - should stripping of an engine or any component be required for a claim to be assessed, then the cost of stripping and diagnosis is for your own account where the cause of breakdown and parts are not covered; however, you are entitled to a quotation before approving such costs and we will not proceed to strip without your authorisation of the quotation.
Kind Regards, Risk Management Complaints Division
I did not approve any quotation with costs to me. I did request that if their any costs to me that I should be contacted first for approval but that was not done. If Treasure knew the claim was going to be denied he should have informed me that and not advise me to take the car to Wingfield for a claim to be processed. All this nightmare could have been avoided on that call with Treasure. Honestly this is now looking like a money making scheme between Motorite and Wingfield. Motorite makes me process a claim that they know they will deny and Wingfield once me to pay for a car that is not fixed. All I want now is my car back but Wingfield is refusing saying you cant take it until you sort out the issue with Motorite who made you process a claim that they knew they would deny. At the say time Motorite says no. Now they want to charge for storage as well and yet I told them give me back my car as is as Motorite just wanted to waste my time processing a claim that they would not honour. After time wasted now I have to use money that I do not have all because Treasure decided not to just tell me that a claim can not be processed if the policy is expired. When will this nightmare end. I am tired of this back and forth and just want my car back.
I did not approve any quotation with costs to me. I did request that if their any costs to me that I should be contacted first for approval but that was not done. If Treasure knew the claim was going to be denied he should have informed me that and not advise me to take the car to Wingfield for a claim to be processed. All this nightmare could have been avoided on that call with Treasure. Honestly this is now looking like a money making scheme between Motorite and Wingfield. Motorite makes me process a claim that they know they will deny and Wingfield once me to pay for a car that is not fixed. All I want now is my car back but Wingfield is refusing saying you cant take it until you sort out the issue with Motorite who made you process a claim that they knew they would deny. At the say time Motorite says no. Now they want to charge for storage as well and yet I told them give me back my car as is as Motorite just wanted to waste my time processing a claim that they would not honour. After time wasted now I have to use money that I do not have all because Treasure decided not to just tell me that a claim can not be processed if the policy is expired. When will this nightmare end. I am tired of this back and forth and just want my car back.