PMD covering their tracks

Hello I got this message. After they said they’re going to conduct an investigation. All I can say play far from PMD. The first guy we spoke to said 50 km from the place where the towing company comes from, that’s why we had an argument about the closest company so that we don’t have to pay any remaining Km. Please read this with me “The client changed the dropped off somewhere close set to: Itsoseng, 2224 phase2, Erasmus, Mabopane, 0190 (11kms radius)” Yes I changed and the distance was 11kms radius but I had to pay R186 for extra distance. If you’re not ready to lose your cash for nothing play far from PMD they will ask illiterate people to investigate your issue just to cover their tracks. Read the full email. Only the accident part I agree with them

Dear Mr Mputle

All client feedback greatly assists us in our aim to improve our internal processes and to provide great customer service.

We regret that your expectations have not been met. To accurately address your concerns, we wish to provide a short reminder of how the towing benefit works.

After a mechanical breakdown, a client can request to have their vehicle towed to their home or nearest place of safety. We will pay the full cost of towing from anywhere in South Africa, provided it is arranged through our call center and falls within a 60-kilometer radius of the place of breakdown.

Kindly note that the stipulated kilometer radius applies to a round trip and not one way. The tow from the scene of the breakdown to the place of safety is covered under your policy, provided it is within a 60km radius. Any additional tow following this would then have to be at your own cost.

This allows for the client to have the vehicle towed to where it will be repaired, or where the client feels it will be safe until such repairs can commence. We refer to the following extract from your policy:

“Cover provided: towing

7.1. Where your vehicle breaks down as a result of a mechanical failure or where it is involved in a motor vehicle accident that renders it undriveable, we will pay the cost of any towing and storage fees incurred provided you have arranged the towing service through our 24-hour contact center.

Specific cover limitations

7.4. Your vehicle will be towed to the nearest salvage yard or place of safety within a 60 kilometre radius of the place of breakdown or accident.”

You raised that you were misinformed about the kilometer limit and the process to follow should you be involved in an incident i.e being informed to register a claim. The matter was escalated to our Towing and Roadside Department, and they provided the below:

“Upon investigations.

The client called the assistance line and advised that her vehicle won't start. The agent confirmed with the client if they need a jump start or a breakdown tow. The client advised they need to be assisted with a breakdown tow. The client advised the agent to tow the vehicle to their home set to: 2 Liebenberg St, Swartruggens, 2835 (145kms radius) The agent advised the client that they are covered for only 60kms roundtrip from point of dispatch meaning they will be liable for extra kms. The client changed the dropped off somewhere close set to: Itsoseng, 2224 phase2, Erasmus, Mabopane, 0190 (11kms radius) The agent advised the agent that they would locate a nearest Service Provider and see how far they are from the client. The agent called the client and advised that they will be liable for extra kms amounting to R186. The client agreed to pay.” After thorough investigation, you reported a non-starting vehicle. Upon presenting assistance options (jump-start or breakdown tow), you selected a breakdown tow. Notably, there was no indication of damages, collisions, or road incidents reported by you during the investigation.

The agent provided a detailed explanation of the protocol, including the coverage specifics for the client. The client is covered for a 60-kilometer round trip from the point of dispatch, with the agent clarifying how the kilometers are calculated within this coverage.

Based on the feedback above, we note that you were correctly informed of the applicable kilometers covered by your policy, in the event of a mechanical or breakdown tow and you also did not mention anything about having been involved in an incident, as such, the correct protocol was followed. Had you informed the towing service provider that you were involved in an incident, they would have arranged and incident tow and informed you of the claims process to follow.

We hope that the above is in order to provide clarity and assure you of our continued best endeavours on your behalf.