Experience has been horrible

Is that just a cut and paste answer? No ‘senior agent’ will ever get in touch. What do you expect a ‘tech report’ about a wheel bearing to say? I got some stupid analogy from your agent who knows nothing about cars saying ‘if a plate falls and breaks what’s the cause of the plate breaking’. Are you guys serious? This is the nonsense you’re getting your agents to say?

A consultant whom I eventually spoke to and who apologised and clarified the situation called. The claim was settled, albeit for 50% because it’s supposedly ‘wear and tear’. I explained how the lack of consistency regarding docs required and the ‘tech report’ which was eventually just a video of the problem needed from the workshop I believe, the varying requirements and having to deal with different agents instead of just one who should be working on a case caused massive frustration and of course the 50% cover is pretty much what your ‘assessors’ were attempting to ‘uncover’. A tech report about a wheel bearing would have maybe uncovered misuse, if I’d hit a pothole, driven through mud or the bearing had no grease in it (in which case from your documentation seems like you wouldn’t want to pay for) My question is then in what case would you actually cover 100% of a bearing failure? I pay extra for ‘better car cover’ which is great otherwise you would only have covered 25% I would raise your rating to two stars just for the last agents willingness to listen to the complaint. But ‘50% cover’ is not what I have paid you guys nearly R600/month for over the last 2 years.