Worst Experience Ever

In the year 2016 we purchased a 2013 BMW 118i which was still under the original factory warranty.

Before the original warranty could run out we purchased a warranty from Motorvaps, which we have been paying for almost 2 years.

Unfortunately 3 weeks ago we noticed the vehicle began to smoke and idle strangely, we then took the vehicle through to an authorized Motorvaps repairer. The damage was assessed and a quotation sent through to Motorvaps.

Upon receiving the quotation Motorvaps requested a full strip and quote, which is completely understandable.

Into week two after the strip, quote and fault report was submitted that drama began.

We were then requested to provide our services records, which the authorized repairer had already done on our behalf but Motorvaps was looking for specific service or else the claim would not be valid. Still not the end of the world, we provided the records as requested.

It then took me 3 solid days of following up and being told the claim has been referred to management for authorization.

Finally, I got a response with an authorization of +/- R15,000.00 bearing in mind that the repair quotation was +/- R58,000.00

So I then called Motorvaps again and I was told that we did not follow the rules of the policy and we did not notify Motorvaps when the original factory warranty had expired so we have automatically being downgraded to Plan B.

Luckily for me I had save the email which was sent to Motorvaps in January 2017 where we sent the notification advising them that the original warranty was about to run out.

I had sent the proof through to Motorvaps and it took them another day to correct their error and re-evaluate the claim.

Also consider that it take 15 to 20 minutes before someone picks up the phone and you are able to speak to an actual person, my phone records show 13 calls to the Motorvaps number between 04/12/2018 and 06/12/2018.

Well the new authorization did eventually come through for +/- R17,0000.00 as according to Motorvaps, some of the repairs on the quote were unnecessary and were going to put us in a better financial position before the breakdown occurred.

It then brings me to the following question, both the authorizations received from Motorvaps has had a betterment app**** of 25%

So if a betterment of 25% is going to be app**** how does this put us in a better financial position.

I then attempted to contact them this week 3 times to arrange car hire as the policy states that if the repair takes longer than 2 days we are entitled to a courtesy car.

I was then advised by the claims handler that a letter will be required from the repair center to state why the repair is taking this long, this coming from the same claims handler that told me he has been a mechanic over 25years. If you have been a mechanic for over 25 years surely you do understand how long a repair to a cylinder head would take.

Anyway if we get the letter and submit it to Motorvaps, there is still no guarantee that we will be compensated for a rental car and it needs to go back to management for authorization and they cannot guarantee that they will compensate us for the car hire.

So people of the world, would you consider purchasing a Motorvaps warranty? Do you think that Motorvaps is following TCF and treating us a customer fairly and lastly ha motorvaps adhered to the main principal of insurance and looked to the policy to pay a claim instead of reasons not to pay….