Rejected Car Claim

<p>It is very difficult yo say that I will be staying with Outsurance going forward. My mission will be to tell all my friends & family members to not use them as an accredited insurance provider. The market is not monopolized in the insurance industry which in effect counts in our favour. We as customers have a right to choose (I cleary made the wrong choice). </p> <p> </p> <p>The question I keep asking myself "why do I even have insurance if they are not willing to assist in a time of need" Outsurance have shown there true colours. You always get a headache out.</p> <p> </p> <p>Damaged paid out of my own pocket till date R 20 000 (more is expected as the car is still faulty). Outsurance on the other hand is convinced that the damage is R 8800. </p> <p>Please see below email that was sent to Outsurance stating the whole and true story:</p> <p>Please see below details of the progress of a claim that is regarded as finalised by Outsurance, but that is still undergoing repairs as stated necessary by an approved Outsurance repairer.</p> <p> </p> <p>Date & Time of incident - June 4th 10:10AM</p> <p> </p> <p>Details & Place of incident - I was traveling on a gravel road from Standerton on my way home. There was a rock in the road which hit the bottom of my car and damaged a few critical parts (please find attached pictures from the scene where it had happened).</p> <p>AR no. 14/06/2017 Standerton police station.</p> <p>1) The first Outsurance vehicle assessment took place in Boksburg. A summary of damage was compiled with Alberton Panelbeaters specified as the preferred repairer – Although the total indicated damage was higher than the excess payable, the claim was rejected because of the insignificant R-value difference. (See below)</p> <p> <br />Amount<br />Supporting attachment<br />Total assessed damage<br />R8 877.75<br />Initial Outsurance Damages Estimate<br />Excess to pay<br />R8 020.00<br />Difference<br />R 857.75<br /> <br /> </p> <p>2) With the claim rejected, I had to make my own plans to fix my car. After obtaining quotes from various panelbeaters, I wasn’t able to find one service provider that could fix my car for the total of R8 877.75 - including Alberton Panelbeaters. </p> <p>Further worry was stirred when Estate Panelbeaters (my preferred panelbeater as Outsurance rejected the claim) did a full strip assessment on the vehicle and confirmed that the total damage was R47 340.59 including VAT.</p> <p>Reverting back to Outsurance’s preferred list repairer, I looked into the detail of why Alberton Panelbeaters could also not fix the vehicle for the stated price, it was found that, merely based on the listed items on the Outsurance form, the two Alberton Panelbeaters quotes don’t match. It was R3 391.50 more expensive.</p> <p> </p> <p> Comparison of items to be repaired as listed on Outsurance Authorisation claim/Job card<br />Initial Outsurance Damages Estimate<br />Alberton Panelbeaters initial quote (attached) when requested privately<br />ENGINE SPLASH COVER FRONT <br />R1 583.50 <br /> R1 931.25 <br />OIL PUMP PICK UP <br />R1 818.50 <br /> -<br />SUMP <br />R2 392.00 <br /> R4 087.50 <br />SUMP SEALER <br />R 446.10 <br /> R 510.00 <br />OIL FILTER <br />R 460.40 <br /> R 333.75 <br />ENGINE OIL <br />R 483.70 <br /> R 450.00 <br />SUNDRY ITEMS <br />R 63.08 <br /> R 150.00 <br />SUBFRAME FRONT repairs <br />R 337.00 <br /> -<br />SUBFRAME FRONT paint <br />R 650.00 <br /> -<br />REMOVE & REFIT PARTS/STRIP AND ASSEMBLE -LOOSE PARTS <br />R 168.50 <br /> R1 400.00 <br />ENGINE COMPRESSION TEST <br />R 250.00 <br /> <br />SEALANT&RUSTPROOFING <br /> -<br />R 250.00 <br />DIANOSTIC<br /> -<br />R1 650.00 <br />Total<br />R8 652.78 <br /> R10 762.50 <br />10% Discount<br />R865.28<br />-<br />VAT<br />R1090.25<br /> <br />Total<br />R8877.75<br />R12 269.25<br /> </p> <p>Please note that the attached Alberton Panelbeaters initial quote includes the oil pump, but it was later confirmed by Volkswagen South Africa that it won’t be necessary to replace it, this is why it is not included in the above comparison.</p> <p>3) I then reverted back to Outsurance for assistance where I dealt with Salche Schalkwyk (investigator). He reassessed the vehicle again and reconfirmed that the damages are not more than R8877.75.He advised me to find quotes from other panelbeaters so I could work out a cash deal with one of them to fix the vehicle.</p> <p> </p> <p>4) My next attempt was to contact Kunal Hapriprasad, who signed of the Outsurance damage assessment total. He assisted me to confirm with Alberton Panelbeaters that they did an assessment only on the information supp**** to them and that they have never physically seen the vehicle. After photos of the damage on the car were sent through, he confirmed that the vehicle’s oil pump wasn’t necessary to replace as the pump didn’t run dry.</p> <p> </p> <p>5) Thereafter, I telephonically contacted Salche’s manager, Eddie Nelushi, he advised me to take the vehicle to Alberton Panelbeaters as they cannot do anything with the claim while the vehicle is not at an approved Outsurance repairer. He also specifically indicated that, should any bigger damages be found while the vehicle is repaired, it would at least be at an approved repairer. I then followed instructions and arranged for the vehicle to be towed to Alberton Panelbeaters.</p> <p> </p> <p>6) After Salche got word that his manager was contacted, he telephonically advised that the excess payable increased to R15 020 (R8020.00 + R7 000.00) – The additional R7 000 was back pay payable because a human error occurred where we forgot to update our information with Outsurance when the regular driver changed from my dad to me. Although we were honest from the moment the incident occurred – The claim was once again rejected as the total amount payable to Outsurance is now R15 000.00.</p> <p> </p> <p>7) After this, I contacted Eddie Nelushi again where he asked me telephonically to please not phone him again as this claim is finalized on their side. I then gave Alberton Panelbeaters the go-ahead to fix my vehicle on my own account as I couldn’t go without transport any longer.</p> <p> </p> <p>8) During the process of repairing the vehicle, exactly what Eddie Nelushi warned me can happen, happened. Alberton Panelbeaters found that the following parts, although never listed on their initial quotation, also needed replacing:</p> <p> </p> <p>Part<br />Amount<br />Additional comments<br />Supporting attachment<br />Oil sensor<br />R1 665.00<br />Initially listed on Estate Panelbeaters quote<br />Estate Panelbeaters quotation<br />Oil Cooler<br />R5 400.00<br /> <br />Alberton Panelbeaters invoice<br />Gearbox<br />R2 500.00 <br /> <br />Additional Remove/Refit parts<br />R 600.00<br /> <br />Total<br />R10 165.00<br /> <br /> <br /> </p> <p>(The gearbox was an additional charge because the oil sump in a Polo Bluemotion apparently cannot be replaced without removing the gearbox first)</p> <p>9) Although I wasn’t comfortable to know that Alberton Panelbeaters doesn’t have the technology to run the diagnostics of the vehicle after it was repaired, I fetched my vehicle on Friday, 30 June and paid R20 000 cash to Alberton Panelbeaters.</p> <p>10) Sunday, 2 July the Engine Management System warning light came on while driving - After immediately turning around to go back home, my vehicle was in limb mode – as if the turbo doesn’t kick in. My vehicle need to go back for repairs as I once again cannot drive with it.</p> <p> </p> <p>Payments and quotes will be made available on request.</p> <p> </p> <p> </p>