Insurance without Assurance

Item: Motorvaps
Rating: 1

This correspondence serves to express my utter dissatisfaction in the Motorvaps Extended Motor Warranty company.. Being a valued client of MotorVaps for over 4 years and with no problems with claim submissions and approvals over the past 3 years, I am saddened to have encountered the downgraded type of service provided to me as a "Titanium" client which I may add as being their top of the range Extended Motor Warranty product offered by this short term insurer... On 2 occasions this year, I have encountered mechanical breakdowns, one in February 17 and the other at the End of July 17.. As one would usually expect, and is normal practice, the vehicle's: Current mileage, Last Service date aswell as, The Technical Report stipulating the failure that has occurred is required for submission of a claim. This is fair practice and I have had no problem in providing this information. My problem comes in whereby the client is held to ransom in having the technical report wording in the terms that Motorvaps deems acceptable terminology.. This report can only be carried out by the approved repairer upon diagnosing the breakdown. Which would require the vehicle being booked-in which myself as the client would need to schedule. This is often days later as the repairer is fully booked.. this thus leaves me without a vehicle. Once the vehicle is booked in and assessed, the report is compiled and forwarded to Motorvaps where the claims consultants which I have dealt with, Anro and Quinten look for every excuse to either approve the claim under their 50% for "wear and tear" clause or no approval at all... this 50% cover however is only that of the covered part and labour.. not any other work required as a result of the breakdown.. Should they not find the wording in the technical report "acceptable" under this 50% clause you can forget about having anything approved. After the above, it is only then that the decision can be given to the repairer to continue with repairs.. now as a Jeep driver, parts are mostly only available from Johannesburg which requires an additional 3-4 days for shipment. As a result, I am left without a vehicle.. which forces me to hire a vehicle from my own pocket.. as expected, that a reputable insurer would cover and reimburse the cost of car hire aswell as full repair costs as this is the assurance that I as a client of Motorvaps is paying for by my premiums every month.. Once car hire is requested the claims team is very fast to copy and paste another one of their clauses which state that car hire is not covered as a result of non availability of parts.. (This supercedes the waiting period in booking the vehicle in to be assessed) Finally whatever is approved against the claim is only paid out once proof is provided that the old parts and components are posted and received by Quinten of which the client must them add postage fees.. it is only after then that payment is made.. which only happens once a week on a Thursday. As a result, repairers turn away Motorvaps Clients away and advise that they do not deal with Motorvaps as they end up spending more time on the phone with them and compiling technical reports than the actual labour time spent in repairing the vehicle aswell as wait long for payment. As a result, myself as the distressed customer is forced to find the money by taking out short term loans to pay for the repair in order to have the vehicle up and running sooner and then claim the money back from Motorvaps which is often weeks later.. All of this has been a great inconvenience to myself, my Family finances aswell as my work as I have had to be constantly on the phone with Anro and Quinten regarding technical reports and having approvals. Mutual and Federal as the underwriters of this warranty should be made well aware of the way that things are run by this organisation as client do not receive the value of insurance for the amount that we pay for the assurance.. This is a grave and serious matter and must be addressed at the highest level.. Request urgent feedback.

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