1 reviews | Active since Sept 2011
Ridiculous
I've submitted a claim, clearly stating that I'm reporting three separate incidents. Not once did the call centre operator inform me that only one claim number will issued for all three incidents until the claim number was issued.
If the policy states that all damages reported will be covered under one R3000 claim, shouldn't the policy holder be informed of this before or when mentioning they would like to report three separate incidents.
Seems like they want us to lie and phone on separate occasions even if the damages were noticed together.
Now after all of this the quotations for the job exceeds the R3000 and they will not cover any of the three jobs or any other claims located on those panels without proof that it was repaired.
This leaves me no choice but to contact the Ombudsman because I feel like I've been misinformed as the consumer. It's always easy for to refer the client to the policy documents, but is it that difficult to remind the consumer before submitting a claim?
Dear Madam,
We have reviewed your complaint and have duly noted your comments – we wish to respond as follows:
The product that forms the basis of your complaint is a Streamline Exterior Monthly plan which provides cover against minor damages sustained to the vehicle caused by day to day driving, and from damages that may result from every day wear and tear. The contract has a maximum indemnity limit of R3 000.00 VAT inclusive subject to the policy terms and conditions being adhered to as noted in the schedule. The contract incepted on the 28/08/2015.
Unfortunately - Streamline are unable to comment on the overall condition of the vehicle at point of sale as we were not present when the vehicle was purchased.
The claim in contention was logged on the 27/11/2017. It was reported that vehicle required repair or restoration of the vehicles right front bumper, left rear bumper, and the left rear passenger door. The normal claims procedure was advised and outlined as per the policy terms and conditions:
3. HOW TO REQUEST A MAINTENANCE CALL
1. Ensure the damaged area falls within the guidelines of your Streamline Inside Out Plan.
2. Have your documentation on hand and contact Streamline on ***.
3. You may be requested to send photos (MMS) regarding your required maintenance.
4. Once Streamline has processed the maintenance request, you will receive a SMS notification confirming the repair.
5. On approval, Streamline will contact you to arrange the maintenance date.
6. You will receive a confirmation SMS 24 hours prior to the maintenance call. Should this time no longer be convenient, it will be your responsibility to reschedule. If a Mobile Unit is accessible in your area, we will attend to your vehicle at a location of your choice. If a Mobile Unit is not accessible to you, we will attend to your vehicle at one of our nationwide body maintenance shops.
Service request rules
1. You can’t accumulate small damages and the service value is limited to R3 000 including Vat per visit.
2. We will take all damages into account to calculate the cost of the maintenance.
3. Existing restorations cannot be carried over to a next maintenance request. If you do not restore all the existing damage, we will reject the same damage in following requests.
4. Only maintenance listed in the guidelines will be performed.
All damage to the body panels will be taken into account when calculating the cost for repair or restoration - Regrettably the said repairs or restorations are specifically excluded from the scope of cover. Furthermore any maintenance work in excess of the limit is usually not minor maintenance and may be covered under a comprehensive motor insurance policy which will be for your own account.
The policy wording further refers:
4. MAINTENANCE LIMIT
We will absorb the cost of up to R3 000 including Vat per visit to service the vehicle.
Maintenance work in excess of the limit is usually not minor maintenance and may be covered under a comprehensive motor insurance policy.
The registration of the above incident will have no adverse effect on your policy, however you may not claim for the same damages at a later stage. Regrettably new damage will also be declined should it be on the same panel affected and declined under this claim.
In view of the matter all damages are taken into account calculating the cost of your claim and we remain of the opinion that all claims were administered in accordance with the policy terms and conditions.
Kind Regards,
Risk Management Complaints Division
Tel No: ***
Email:***
Best regards,
Dear Madam,
We have reviewed your complaint and have duly noted your comments – we wish to respond as follows:
The product that forms the basis of your complaint is a Streamline Exterior Monthly plan which provides cover against minor damages sustained to the vehicle caused by day to day driving, and from damages that may result from every day wear and tear. The contract has a maximum indemnity limit of R3 000.00 VAT inclusive subject to the policy terms and conditions being adhered to as noted in the schedule. The contract incepted on the 28/08/2015.
Unfortunately - Streamline are unable to comment on the overall condition of the vehicle at point of sale as we were not present when the vehicle was purchased.
The claim in contention was logged on the 27/11/2017. It was reported that vehicle required repair or restoration of the vehicles right front bumper, left rear bumper, and the left rear passenger door. The normal claims procedure was advised and outlined as per the policy terms and conditions:
3. HOW TO REQUEST A MAINTENANCE CALL
1. Ensure the damaged area falls within the guidelines of your Streamline Inside Out Plan.
2. Have your documentation on hand and contact Streamline on ***.
3. You may be requested to send photos (MMS) regarding your required maintenance.
4. Once Streamline has processed the maintenance request, you will receive a SMS notification confirming the repair.
5. On approval, Streamline will contact you to arrange the maintenance date.
6. You will receive a confirmation SMS 24 hours prior to the maintenance call. Should this time no longer be convenient, it will be your responsibility to reschedule. If a Mobile Unit is accessible in your area, we will attend to your vehicle at a location of your choice. If a Mobile Unit is not accessible to you, we will attend to your vehicle at one of our nationwide body maintenance shops.
Service request rules
1. You can’t accumulate small damages and the service value is limited to R3 000 including Vat per visit.
2. We will take all damages into account to calculate the cost of the maintenance.
3. Existing restorations cannot be carried over to a next maintenance request. If you do not restore all the existing damage, we will reject the same damage in following requests.
4. Only maintenance listed in the guidelines will be performed.
All damage to the body panels will be taken into account when calculating the cost for repair or restoration - Regrettably the said repairs or restorations are specifically excluded from the scope of cover. Furthermore any maintenance work in excess of the limit is usually not minor maintenance and may be covered under a comprehensive motor insurance policy which will be for your own account.
The policy wording further refers:
4. MAINTENANCE LIMIT
We will absorb the cost of up to R3 000 including Vat per visit to service the vehicle.
Maintenance work in excess of the limit is usually not minor maintenance and may be covered under a comprehensive motor insurance policy.
The registration of the above incident will have no adverse effect on your policy, however you may not claim for the same damages at a later stage. Regrettably new damage will also be declined should it be on the same panel affected and declined under this claim.
In view of the matter all damages are taken into account calculating the cost of your claim and we remain of the opinion that all claims were administered in accordance with the policy terms and conditions.
Kind Regards,
Risk Management Complaints Division
Tel No: ***
Email:***
Best regards,