Refuse to honour claim

Dear Outsurance Team

May 2021, we had our vehicle towed into a VW dealership in Bellville. They did a diagnostic check and found that the water pump needs to be replaced and claim number *** was paid for this claim.

November 2021, the fan took long to switch off and we took it to the same dealer and they advised that the waterpump must be replaced again and claim number *** was paid for this claim.

December 2022 we took our car to a VW dealer in our area to have our car serviced and like all dealers do they check for any other faults. They advised that we had to replace something that caused the oil leak. We submitted a claim for this, but unfortunately outsurance did not want to pay for this part and we left it at that. We never had anything repaired via Outsurance in December 2022.

April 2023, we had our car towed in to the VW dealership in Bellville because when we put coolant water in it came out somewhere on the vehicle meaning the coolant water does not stay in the bottle. The feedback from the dealership is that the coolant flange needs to be replaced. We lodged a claim with Outsurane, but was told the part that needs to be replaced is not covered. This is now the second time.

I spoke to the supervisor, named John Monageng who advised me that he is not going to authorise our claim as we had the water pump replaced twice in a space of months in 2021, which is two years ago.

My questions is:

1. According to the policy you cover the water pump, but according to the agents and John you don't cover the coolant flange. The coolant flange is the pipe union for the water pump which Outsurance paid for in May 2021. So why is the this item now not covered.

2. When the car went to VW Bellville to check on the fan and they replaced the water pump again, why didn't Outsurance asked questions then as it was only six months apart. And if you look on the quote from them there is no mentioned about replacing any pipes. Which says to me only the waterpump was replaced and the same pipes where used.

With that being said the part in question (if i am correct) was replaced two years ago.

John said we must get the invoices so that he can contact the VW dealer to ask why are they replacing the water pump again as it was done so 2 years ago. I am not phoning around for invoices; you more than welcome to contact them because i am not the one questioning them now.

I am copying VW Bellville as well as VW South Africa, because according to John at Outsurance, they should have fixed this item in 2021, which is two years ago when the water pump was replaced twice. So if you have questions please contact them directly.

We now have to pay for this item ourself that is over R4k. I will be waiting for feedback from Outsurance within in 3 working days as to when i will get this money back as we have a policy, but can never claim. I researched and saw that you do this alot... Find a way not to honour claims.

Regards Mr & Mrs Ferguson