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Lee-anne andrew

1 reviews | Active since Oct 2011

25 Aug 2023, 08:53

Motorvaps does not pay out on Claims

I had signed up for a Motorvaps Service plan for my vehicle in September 2022. On 08 August 2023 i had contacted Motorvaps to inform them that my car is due for a service on 16 August 2023, I was calling to check if everything was in order with my service plan, i was advised that all was in order. On 14 August 2023 i had contacted Motorvaps to give them the mileage on my vehicle, they asked me to email them a picture of my service book as proof of last service which i did. They assured me that everything was in order for the vehicle service on 16 August 2023. On 16 August 2023 i had taken my car to Toyota to be serviced, Toyota could not get authorisation for the service from Motovaps, i contacted Motorvaps to ask what was wrong, they then informed me that the mileage on the service plan was captured incorrectly by the lady i signed up with. they dragged the issue out till 14:00pm, then i was told that they have not authorised the calim as yet, so the only thing i can do is go to Toyota and pay for the service and they will reimburse me, i told them to please advise what the cancellation procedure is, i told that they cannot go ahead with the servicing of my vehicle because i had said that i want to cancel my policy. My premiums for the past year will be forfeited and i will have to pay a cancellation fee. to date, i have not received any communication from Motorvaps. I had contacted Mutual and Federal on 18/08/2023 and they tried to assist me by speaking to somebody at Motorvaps, the gentlman at Motorvaps said he cannot pick up my policy on their system. I left my contact number with the gentleman from Motorvaps to contact me, to date he has not contacted me. Policy is gone! A whole year's worth of premiums, gone! I had to pay for my own service on my vehicle. I have approached the Short term Insurance Ombudsman, the FAIS Ombudsman, National Consumer Commission, South African Insurance Association, nobody can assist me yet the contact for FAIS Ombudsman, the Short Term Ombudsman and FCSA all appear on the service plan documents.

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Lee-anne andrew's update15 Nov 2023, 10:05
Reviewer Update
Since my last post, an investigation has conducted by Motorvaps and it was found that in my initial communication when I had taken out the service plan, I did in fact correct the call centre agent with the correct data yet she still captured the incorrect data. Now Motorvaps is not holding their call centre liable however they are still holding the client responsible for not contacting them to inform them that the policy document was incorrect. They further went on to state that they will be refunding the premiums I have paid less an administrative fee. I received that email on the 21st of September 2023. I contacted them in October to ask them when I will receive my refund I was informed that it will take 45 days, I asked if its 45 working days or 45 days including weekends, I was told its 45 days including weekends. To date, the 15th of November 2023, I have not received my refund. I phoned Motorvaps again this morning and now I am told that there is no record on their systems stating that I am due for a refund or that I will be refunded in 45 days. I have the email, I asked the lady if I can send the email to her, she said she will have to follow up with the complaints department. I asked her if she can see on her side that I had contacted Motorvaps in October, she said yes she can see the call was made, she cannot tell me the content of the call. Non of the contacts they have on the back of their policy helps the customer when you complain, they all say it's put of their jurisdiction. It's sad that this ordeal happened in Women's Month, to a Woman, by other Women. And all of these Women who are working in that call centre, still cannot get thier stories straight.