VW & WESBANK SHOULD DISTANCE THEIR BRANDS FROM SMART UMA

VW and Wesbank should distance themselves from their association with these guys, I bought a VW at a certain dealership and got a call from some agent that was selling this VW Care Plan, from Smart Uma. I have been paying my premiums without hassles via Wesbank, the first claim on a scratch took forever to finalise, but there is the one lady by the name of Namhla that was very supportive and understanding throughout until my scratch was fixed. Fast forward to January 2024, i submit a rim repair claim, from hitting a pothole causing my rim to bent, and the lady that was assisting me over the phone, initially says to me i am not covered for such repairs, and i then referred her to my VW Care Plan policy document under the specific section and she then acknowledges that i am indeed covered for rim repairs, and she requested that i submit the necessary photos and car information regarding the claims process, which i did. Fast forward again to 22 February 2024, i receive a text saying my claim has been approved to an amount of R1700 about, and i should take in my car for repairs, now the initial claim as was explained to the lady over the phone who was dealing with my claim, was that i had hit a pothole and therefore my rim was bent. I get to Tyger Wheel and Tyre and the guys at that TWT tell me that they recieved authorisation to have the rim refurbished, i.e., the rim will go in to have the scratches polished off which is contrary to what my initial claim was for. I have a serious issue with the name of some person called Allison Pijl, who is very dismissive and wants to defend that company even when there is no proper explanation that can be provided for denying claims. In my VW Care Plan, under clause one, it says - Only the vehicle listed on the plan schedule has access to the selected maintenance and restoration services from the cover start date as stated on the plan schedule. Maximum value is R4500 including V.A.T for the following, Minor Dents, Minor scratches, Rims and Mags, Tar Spots, Stone Chips, Centre Console Armrest, Cubby, Dashboard Door Grab Handles, Door Trim Kickplate, Front Seat Rear Pockets, Gear Lever Boot etc.. "under Rims and Mags, the plan schedule states; Where your vehicles rims or alloy wheels are damaged and repairable, we will pay for the repairs to the damage up to the maximum of R4500 incl.V.A.T per twelve month period of cover"

Now I send and email and ask these Smart Uma people to please refer me to the plan schedule where it says that they do not cover for a rim to unbent in the event that a client hits a pothole, because in terms of my plan schedule with VW 's name on the plan, i am allowed to have my rims repaired to a maximum of R4500 inclusive of V.A.T.

Instead this Allison Pijl individual opts to dismiss my very va**** argument, in that i be pointed to that particular clause wherein the issue of repairing a bent rim to be no longer bent by TWT or any tyre place is not allowed, TWT in their assessment of the rim, did not say the rim needs to be replaced with a new one, TWT said the rim can be straightened onsite, whilst you wait. and the costs thereof will still be within the quoted amount of around R1700.

I want to be very precise and say Smart Uma should not make VW customers idiots by wanting to interpret documents that VW clients are provided with, if Smart Uma wants to argue and say we do not cover for your rim to be unbent, then that should be specified within the plan schedule, if Smart Uma wants to exclude certain repairs those precise repairs should be provided within the plan schedule, and a client should not be told by some person called Alison Pijl to interpret a document as she feels like she wants to.

I am still going to say VW and Wesbank should distance themselves from Smart Uma as a brand because what we are experiencing as VW or Wesbank clients is really uncalled for. It cannot be that clients are wrong, when there are 133 negative reviews about Smart Uma and

We are responsible citizens in this country and work hard for our money, and we should not be undermined or made to feel like idiots by companies such Smart Uma. I have escalated my matter myself with VW, and Wesbank solely because Alison Pijl refused to be of assistance and opted to be antagonising instead. I still reiterate that my rim should be repaired as per my plan schedule within the maximum stipulated amount of R4500.. It cannot be that clients are wrong when this company has 133 negative reviews on Hellopeter, and only 21/22 positive reviews, it means there are valid claims to the 133 negative reviews, that are needed to be addressed for Smart Uma's PR purposes. The more we do not challenge such attitudes and behaviours towards clients by companies such Smart Uma the more we condone unfair practices in the car plans and insurance industry.