Claim rejected & no feedback on my escalation

I submitted a claim on 31 Aug for water pump failure, got a response back on 2 Sept saying my claim has been declined due to a number of reasons. Till today I'm yet to receive feedback. Called multiple times and spoke with Janine who said I need to wait 5-21 days for feedback, which is ridiculous. I've even sent POP as my car needed to be repaired and the mechanic needed payment. The water pump is specifically listed as a covered component under my policy. MVIA's own assessment identified the water pump bearing failure and calculated a potential contribution of R3,012.50 towards the water pump repair after applying the 50% wear-and-tear provision. This indicates that, but for the application of the Multiple Failure clause, the failure itself was considered eligible for partial cover.

The current failure is entirely unrelated to my previous claim, which involved suspension components. The water pump bearing collapse is a separate, independently diagnosed mechanical failure involving a completely different vehicle system.

I acknowledge the wording of the Multiple Failure clause relating to failures occurring within 30 days or 1,500 km. However, I respectfully request that the application of this clause and the resulting complete rejection of an otherwise covered component be reconsidered in the circumstances of this claim.

I am also seeking clarification regarding how MVIA determined which was the “more expensive component”. The policy wording refers to authorising the more expensive component, while the rejection appears to compare the previous authorised amount of R3,305 with the current potential authorised contribution of R3,012.50, after the respective policy calculations and deductions were app****.

I would appreciate confirmation of whether the actual repair costs of the respective covered failures were considered when determining which component was more expensive, rather than comparing only the final amounts authorised or potentially payable.

Given that this is a separate mechanical failure of a specifically listed covered component, I respectfully request that the claim be reviewed and reconsidered, including whether the R3,012.50 contribution already calculated by MVIA can be authorised.

I request that this matter be reviewed by an appropriate senior and impartial reviewer and that I receive a written response setting out the basis for the outcome.