Pure day light ******* by AA insurance/Oakhurst

Claim Rejection Accident report On the 08/03/19 (Friday) was driving to Pretoria East it was in the afternoon between 16:20 & 16:40, it was raining I went through a puddle then hit a pothole and did not stop driving the car because the tire pressure system did not detect any loss of tire pressure. While driving a warning light on the instrument cluster appeared warning "Steering system fault, you can continue driving", I contacted my service technician asking him about the warning sign and its implications, while he advised me on what it meant and that I must drive slow, the warning sign turned red " Steering defective, do not drive the vehicle" and I informed him that what the message was saying and he confirmed that I need to stop driving the car, then the steering wheel locked itself as I was pulling out of the road to stop in a safe place. I called AA insurance and the incident, the lady I spoke promised to call me back but I waited for half an hour without her call, then I called again she confirmed that am insured with AA and arranged for a tow truck to come to me. Around 18:10 the truck came to tow the car to his stockyard in Sunnyside Pretoria where he kept the car for the weekend and waiting for the insurance to tell him where to take the car. I called the insurance asking if I should do an AC report since there was no 3rd party I spoke to Dineo who told me there was no need for AC report.

On the 11/03/19 (Monday) I received a call from the guy who towed my car saying insurance says I must advise him where he should take the car, I was shocked since am insured by them but I was expected to tell this guy where to take the car. I called the insurance to get clarity as to what do they mean when they say I must advise the guy where to take the car then I was told should call Oakhurst they will assist me. When I called I was told they did not know about my claim which I reported on Friday but the Rachel told me that the car was logged as a normal break down not accident but she registered the claim. I requested a car hire then I was told they first need make sure that my claim was valid when I asked what does that mean I was told they will send the car to the assessor for the car to be assessed then they will come back to me and she doesn't know when because they will wait for the assessors report when I join the insurance this was never explained to me I do not think I was gonna take this cover knowing I was gonna struggle in case am involved in an accident . On the 12/03/19 (Tuesday) I received this sms from the insurance "Dear Emely. Please forward the following documentation: Quotation to our Claims Department: ********** 455 (Fax) or Email ********** Please use your claim number as ref: AAPP ********** -00001. Thank you Catherine Jafta Oakhurst FSP39925" had to call them and find out where I will get the quotation from since they asking from me I was told to ignore the SMS but already I could tell that something is not adding up. On Friday I asked about the car hire because I was inconvenienced as I was suppose to go to work and I had no car Bokeka told they are still waiting for the assessors report I asked for his number and she gave me then I called the guy who had to interview me again as to what really happens on the day of the accident I explained to him, he then said the damage occurred because I continued driving the car after the was a warning sign, I told him what I did and asked him what he could have done if he to be in my shoes, firstly I was not the only driver on the road there were other cars that I should consider and my safety. The insurance expected me to hit a dead break after seeing the warning light for them to consider my claim valid.

The following week on Monday I called requesting car hire, unfortunately, I was told the same story of validating the claim. On Thursday I contacted them again and same story again then I asked to talk to their supervisor where I explained how the insurance was inconveniencing me by not giving me a car hire and at the end of the month they will debit my account and she said yes you are expected to the premium I reminded her that am unable to go to work because I do not have a car and that's the reason I took a cover with a car hire then she agreed to process the car hire, and told me I will get the money after 2 working days which was deposited the following week on Wednesday. I contacted Lynette on Friday (22/03/19) who was given the assessors report and she told me she must conduct an interview with me and agreed to be interviewed by her she asked me to send her service history of the car " Please may you provide a copy of your full service history. Once this is received, I will contact you for an interview" before she can interview me I asked her why she's requesting that she said they wanted to check if the car was well maintained in order yo rule out mechanical failure which maybe results of negligence, I took pictures from the service book and email to Lynette even contacted Audi Hatfield to email me the service history they sent to me immediately and also emailed it yo Lynette and she promised to call me after 2 hours which didn't happen. I called Lynette on Saturday to find out if she received the service history I emailed her she said nit yet buy she will call me around 10:00 because she can not interview before she receives the service history I waited for her call which never happened.

On Monday (25/03/19) I waited hoping Lynette will call me for the interview which never happened, after receiving the service history she continued with her requests which were never part of terms and conditions of the cover, she requested fitment certificate "Thank you for your Service History. Please may you provide a fitment certificate as well as a trip report which include GPS locations and driving behaviour for the month of March 2019. I asked her the relevency of a tracker to the accident her response was I said I had a tracker when I took the insurance so they wanted to verify if it exists and AA for the GPS locations I tols her how my tracker works as it does records reip movements it operates as a recovery unit incaaw the car is ****** or hijacked you call the company and they traced the car so that they can recover it. I called the tracker company requesting the fitment certificate which I emailed to Lynette and waited for her call. I called Lynette in the afternoon around 16:00 she interviewed me and asked me the following questions: 1. She asked if I was alone in the car during the accident 2. If I continued driving the car after the warning sign 3. My job title, The type of a job that I do 4. If the accident happened while I was still at work or coming from work or if I was going to work 5. If I use my car to go to work, spend the whole day where I drive to 6. Where I was going when the accident happened which I felt was irrelevant, told her it was personal she insisted I tell help if I want them to help me, etc etc etc.

We couldn't finish the interview due to the cell phone network she promised to call me the following morning to complete the interview. The following day on Tuesday, as usual, she did not call me as promised, I had to call Lynette my self and she told me she already submitted the REPORT WITH AN INCOMPLETE INTERVIEW, meaning We cannot continue with the interview meanwhile she was the one who said we will continue with the interview the following day, she concluded by saying there is nothing she can discuss with me since then she submitted the report to management, I asked her to provide me with the contact details for management she told me they are not allowed to give clients meaning clients cannot talk to management. She told me yo wait for 2 to 3 working days for the decision of the management.

Yesterday I called to check managements decision, spoke to Lynette who told me my claim is still pending decision I asked if I can talk to management was told is against their policy. She then said I can talk to her, the same person who told me there's nothing she can discuss with me 2 days ago because she submitted her report already and that came as shock to me because she was very clear to me and I reminded her. She rep**** by saying she will tell management to treat my claim as priority.

3 hours later I received a call from the claim handler Bokeka who was informing me that my claim was declined or rejected. I would have been surprised if the outcome was different from what they told me after their ridiculous request that they required from me which were not part of the cover when I was joining the insurance.

The following are the reasons why they rejected the claim: 1. Our assessors have concluded that the damages to your vehicle have likely developed over a period of time, because of gradually operating causes. As such, we have deemed the damage to be because of wear and tear; and 2. The fact that I continued driving the car after seeing the warning sign on the instrument cluster which is not stipulated on the report the sent me but word of mouth from Bokeka.

I was unfairly treated Helo Peter please help!!!