Claim

<p>Towards the end of August 2016, I was involved in an accident of which I reported to Outsurance. The assessment was done at Dentech Panelbeaters following which the car was booked in for repairs at Club Mototrs Randburg, this after having had a heated dispute with the claims advisors as to which panelbeaters to take my car too; Outsurance felt that as my car is out of motor plan, an authorisation for second hand parts was fit for the repairs. My car is still financed and even though it wasn't, I don't see how any customer would be fine fixing their car using second hand parts. We pay insurance houses to take on the risk and they should pay out when a customer claims, at reputable dealers using new parts.</p> <p>I dropped off my car for repairs on Tuesday, 4 October 2016 (subject to confirmation) for which repairs were to be done to the bonnet, mags and the outer front edge of the vehicle (as per the accident report I received from them).</p> <p>I collected my car from the panel beaters on Tuesday, 11 October 2016 and when I asked what the problem was (I was informed of an issue on Friday, 7 October 2016 when I phoned for an update) I was informed of an oil leak in passing. When I asked why it hadn't been fixed I was informed that it was wear and tear (not accident related) and was not for them to repair. To my surprise (6days later) on Sunday, 16 October 2016 my car indicated a significant loss of oil. I got to work Monday morning and laid a complaint to Outsurance and to my surprise, I was advised of an oil leak and told that it arose due to ordinary wear and tear (I thought the problem was with the panel beaters). When I asked why Outsurance did not advise me of this leak I did not receive a response from them. Nkully Phothelwa from the Outsurance claims department sent me a note attaching pictures of my car showing the oil leak and to my horror, it appeared as if the bottom of my car was damaged and there was significant oil on the underside of the car- I dont believe this is not wear and tear! </p> <p>I believe Outsurance acted in bad faith and endanged my life on the road -having never disclosed the magnitude of the oil leak / damage on the underside of the vehicle. Further, they put the cars engine at risk as the engine could've exploded. I asked Outsurance to prove when the wear and tear occured, as I had taken my car in for a service at BMW Cedar in July 2016 and there was no indication of an oil leak, and all they could tell me was that because BMW Cedar had not undertaken an oil service in July and therefore did not remove the lower engine covers, they wouldn't have known of the leak. They further mentioned that Club Motors Randburg had advised that this was wear and tear. This is upsurd; had the car have indeed been leaking oil prior to my accident (30 August 2016) then surely BMW Cedar would've picked this up; I booked the car in with them on 21 July 2016. Upon discussion with BMW Cedar, it was confirmed that there was no indication of low oil when I booked my car in for a service in July 2016. and they would've told me had the car been leaking oil.</p> <p>Outsurance is refusing to fix the oil leak, my car is not drivable as it has reached minimum oil levels and is not safe to drive. Further, Outsurance has not provided factual proof that the oil leak occured prior to my accident and is thus not accident related and not for them to fix. This is highly frustrating and is a financial inonvenience as I am now having to use alternative transport to and from work. Is this what an Outsurance customer who has been paying premiums for 5 years deserves? I am appalled.</p>