Mutual & Federal appalling service and Insurance company

<p>I bought a vehicle Audi S3 Cabriolet i took it home for my parents to see as i work and aspiring entrepernuer creating job oportunies back home KZN and JHB. Upon driving in the home lands the the roof jammed on closing due to the fact that the vehicle has electronic and manual closing options i used the manual option only to accidentaly bend the roof frame.</p> <p> </p> <p>I received information from the insurer Mutual & Federal contact person Roberta, where she stated that my claim was repudiated due to the investigators’ report. This came as a surprise to me as the assessor from M&F Boksburg had informed me that he had recommended the claim to be authorized in correspondence with one of the investigators. There has been inconsistencies from the insurer with regards to this claim, further more this process had been long over due as we have entered the second month that I do not have my vehicle. Roberta informed me that the reason for the claim to be repudiated was the result of the investigator discovering that the cause of the damage was due to electrical or mechanical failure and therefore I’m not covered for same, however the vehicle itself has two (2) options of operating the roof that is electronic and manual function, therefore the accidental damage occurred while using the manual function because even if the vehicles electronic memory has been lost the manual function has to be utilized to reset same that information can be retrieved from Audi themselves. I need answers as soon as possible; however in the mean time I need my vehicle to be released from Audi while this issue is being resolved as Tempest Care Hire have been calling me to return their vehicle as my insurance informed them that they will not be paying for the extension. I’m highly disappointed with the lack of regard from the insurer in handling my case as now I have to look for other avenues to resolve my claim where the damage was accidental of which I’m covered for.<br />This comes as a great shock to me and highly disappointed at the Insurer as I have received conflicting report from the insurer, Darren the assessor who assessed my vehichle on the 3rd day of March 2017 also booked it in at MF Auto Body where the vehicle was further transferred to Audi Bruma for second opinion who cared enough and did his job by updating me on the progress of the claim. In the interim I received a call from two gentlemen by the names of Adrian as well as Parlor who requested to meet with me at my workplace as they were assigned as investigators on the claim, of which Darren further updated me that he will be sending the report authorizing the claim to be processed of which the payment should be paid in lieu as he has also discussed the matter with Parlor who also gave the go ahead to process the claim. Yesterday I receive a rejection letter of the claim which contradicts Darren and Parlor’s feedback, the letter itself is addressed to a Mr Ndlazifai as well incorrect sited policy number, the matter was improperly handled as I have spent two full months without my vehicle, I have had to physically go to Audi to find out the status of my vehicle. Please note that last week Monday I received I call from Audi informing me that they have recievd a go ahead from MF to proceed with the repairs of my vehicle and they have further transferred the same vehicle to fit the bend roof rails, that being said I have been given a run around by the Insurer that I cant take lightly as I’m paying R11000 per month for this vehicle excluding the R2999 insurance premium as we speak I need to return the rental vehicle to Tempest Car Hire by 14:00 this afternoon and I need the vehicle for income purposes and the Insurer has failed to cater despite the amounts I pay them on a monthly basis. Mutual and Federal must provide me with all the correspondence regarding this claim in order for us to explore other avenues that we can refer same to. It was further stated in the rejection letter that I did not follow the instruction in the manual to close the roof which is untrue, on what grounds is the findings based on if the investigators looked at the manual placed in the vehicle. Please note as stated I would like my vehicle back as soon as possible, the correspondence of all parties in order for me to get assistance going, I would like response by COB today. Please further speak to Parlor one of the investigators. I will be inconvenienced with regards to transportation even though the delay was solely on Mutual and Federal Insurance that issue I will be taking up as well.<br />I am left without transport to go to work as the delay was not my fault the damage to my car was not by fault im receiving two contradictory information, i have also been referred to Hellow Peter however that will ruin our relationship irreparably and will utmost not refer any business to M&F as i have in numerous occasions through my insurance broke Nedbank Business insurance. I have requested all correspondence because as we speak i dont have a car and my car is stripped by the repairer.</p>