*** - NEGLEGENT ASSESSMENT OF ACCIDENTAL DAMAGE TO VEHICLE

<p>I refer to claim number ********** 75 regarding my Volkswagen Touareg with Registration number HFL314EC, which was covered on a Comprehensive Insurance policy at OUTSURANCE including accident, theft, hail, etc. Upon claiming for an accident, I was advised that my policy will be cancelled due to a large amount of claims received.</p> <p>This e-mail refers to the above claim which was authorised at first in May, but later rejected by you on 30 August 2016.</p> <p> </p> <p>Attached, please find all relevant correspondence, e-mails & documents between yourselves, myself & the dealerships, as well as other document regarding the issue.</p> <p> </p> <p>Below a short summary as to why I am appealing your decesion:</p> <p> </p> <p>· Please find attached the relevant portion of the Insurance Contract stating that, should a car be in an accident, a hired car will be issued to the customer for a period of 30 days. A hired car was issued to me - Hereby you CONFIRMED/ACCEPTED that the accident took place.</p> <p>· You issued orders to the dealer by e-mail / telephone to evaluate the vehicle and send a report and quotation - How did they manage to evaluate the problem? By removing the protective cover (This is a crutial part of information).</p> <p>· Also stating that, should the vehicle have more problems with the suspension after these repairs was done, the new repairs must also be fixed upon speaking to the insurer. (Refer to confirmation and acceptance of quote).</p> <p>· OUTSURANCE also evaluated the scratches caused by the accident on the sides of the vehicle and your assessing department CONFIRMED/ACCEPTED that this must also be fixed, which was done by Humansdorp Dent Removers (quote and final invoice attached) - This was after the vehicle was inspected by your assessor in the 1st place - thus you confirmed that an accident took place and you CONFIRMED/ACCEPTED the quote and paid.</p> <p>· From the start, after the first initial repairs was done, the vehicle kept on showing the same "FAULT RUNNING GEAR" message. After the first repairs done at Tavcor VW I complained immediately, after collecting the vehicle (on the same day), that something was wrong with the suspension. I was told by David Van Niekerk (Service Agent) to bring in the vehicle as soon as another appointment was available, which I did.</p> <p>· Attached quotes from the dealers, which states that I complained about the issue from the start.</p> <p>· When phoning to arrange another appointment, for the same issue, I was advised that David will no longer be handling the matter and that Janek Coetzee (Service Agent) will be taking over the claim - Why?</p> <p>· The vehicle was taken back to the dealers quite a few times & each time this issue was mentioned, but not attended to - This problem started immediately after the incident, but was not fixed.</p> <p>· Was this due to lack of interest or maybe faulty workmanship?</p> <p>· OUTSURANCE paid for accident damages, but as soon as the real problem was detected you REJECT the claim as a "wear and tear" item. Why did you pay for damages claimed in the first place. Why did you pay for repairs in the first place? Why the sudden change of attitude? Maybe because of more costs involved?</p> <p>· At long last the dealers, after the vehicle was inspected how many times, found that it was the air pump - Now your assessing department speculates that this is "wear and tear"?</p> <p>· Once this was established, OUTSURANCE & the *****erships suddenly decided that there was no accident (See attached report from David Van Niekerk on .....confirming that this was accident related) and that this accident is not accident related!</p> <p>· Does this scenario make any sense? How can an accident all of a sudden not be accident related anymore?</p> <p>· Finally after getting another quote for repairs you seem to have had a change of heart honouring the accident related claim.</p> <p>· If this vehicle was properly assessed by your assessing department then this matter would have been resolved ages ago - The assessor should have noticed that the protective cover / plate was missing and maybe this problem would not have escalated to an Air Compressor that needs to be replaced due to "Mud and Sludge".</p> <p>· What caused the whole problem? Let me tell you - The cover was lost on the accident scene. The assesor & dealership did not notice this. The mud and dust then spread to the Air Compressor and damaged the unit, in between repair “missions”. (PLEASE REFER TO YOUR AUTHORISATION LETTER - “... to be stripped and checked for any UNSEEN damages...” (See attached part circled)</p> <p>· This vehicle was bought to negotiate dirt roads as we stay in the Baviaanskloof!</p> <p>· This whole scenario happened because of negligence, both on your insurance and dealerships side.</p> <p>This vehicle is my main source of transport. I paid my premiums, so I held up my end of the agreement. After all, why do people take out insurance in the first place if you can't claim?<br /> <br /> Please reconsider the claim, as this claim was UNFAIRLY REJECTED. If this matter is not dealt with in an orderly time I will have no other option as to send this matter for further investigation at the OMBUDSMAN for Short Term Insurance and / or even legal action if I have to, as a last resort.<br /> <br /> Kind regards,<br /> Mrs H M Wagner<br /> </p>