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Motorite / Motorite issues

South Africa Review updated:

From: Allen Hobson
Sent: 30 July 2014 10:03 AM
To: [protected]@carsunlimited.co.za
Cc: Complaints; Escalations; [protected]@miosa.co.za;
Subject: Motorite Issues - OFEX000xxxx

Hi Vanessa,

Long time no speak. Hope you are doing well?

I just wanted to drop you a mail in regards to the Motorite Formula Extreme V10 policy you sold me when I bought my Land Rover Discovery 3 TDV6 from you a while back.

I realize it is an older Vehicle and some things do go wrong on older vehicles, no issues there and is expected actually.

And when purchasing a second hand vehicle, one is "forced" almost to take these policies for peace of mind motoring. And not reading the Motorite Policy Cover to cover when purchasing the vehicle, one assumes many things are covered under this policy. That assumption would prove to be totally incorrect and naive.

To my disgust, I have now tried to claim twice on this policy to-date, and both were rejected out-rite. Was not even listened to in full.

Once for a Severe Gearbox Leak that cost me R 6000 to fix and now for the Indicator Switch that Flashes High Beams when indicating left or right. Causing on coming motorists, especially at night to blinded and become irritated with me for flashing. This indicator Switch is quoted at R 3 500 without labour.

Reading the Fine Print in the Motorite policy, there it is, that no seals are covered in the case of the gearbox leak and no electrical switches are covered in relation to the Indicator / High Beam system.

I have had many other Second hand vehicles and have always bought these extra warranties for peace of mind, albeit the first time with this Formula Extreme by Motorite.

On the other policies, I was able to claim for leaks and switches. Why not this one? Seems to me to be very convenient to exclude these to get to keep my money paid for this policy.

The Gearbox leak was so severe, that it could have easily ran out of oil, damaging the Gearbox then Motorite would cover it for failure to the Torque converter or some other internal part. How is that logical?

Why then not cover the cheaper preventative maintenance?

Sounds like a convenient way to decline claims and get to keep the money paid for these policies.

Absurd.

Anyway, Just letting you know, that hopefully you will rethink your choice of plan and company for the warranties sold with your vehicles as this one mentioned is useless to the consumer. Might be they pay the higher commissions, to the determent of the consumer.
Thanks & Kind regards,
Allen Hobson


On 30 July 2014 16:00, Phindile Dlamini <[protected]@motorite.co.za> wrote:

Good day Mr Hobson,

After careful consideration to the below mentioned concerns, Motorite wishes to respond as follows:

The product that forms the basis of your complaint is that of an Options Formula Extreme INFINITI mechanical breakdown warranty, the policy provides cover in the event of mechanical failure to the listed components as per policy wording. The product is underwritten by Infiniti Insurance of which Motorite act as the appointed administrators.

I would like to emphasise that the cover provided to you is specifically for unforeseen mechanical failures experiences on the vehicle as listed on the policy document. With this said, there are also exclusions that are specifically stipulated on the policy information as not being covered. Regrettably, on the two occasions that you have made contact with Motorite, it was evident that the components reported as cause of failure where both falling under the exclusions category. As per the information below and as provided to us at the time of reporting the claim, the gearbox failure was resultant to an oil leak. As stipulated on the Policy wording document, for ease of reference, Page 11 Clause 18 refers: “Items Not Covered By this Policy. (b) Services, maintenance items, seals, oil leaks, cambelt replacement, drive shaft boots and drive shaft failure as a result of worn or damaged boots or covers, handbrake mechanisms, brake friction surfaces, V-belts, fan belts, gear linkages and auxiliary equipment;” in addition to this, the cause of failure on each occasion determines how a claim is administered as per terms and conditions. In addition to this, the component reported to Motorite today was that of an indicator switch, regrettably, this component is not listed as a covered component under clause 17 of Parts Covered by This Policy, therefore the item does not fall within the ambit of the warranty.

It is with great regret that on the mentioned components Motorite was unable to assist, we however are of the opinion that the matter has been handled fairly and in line with the standard terms and conditions.

Should you require any further assistance, please do not hesitate to contact me or our customer service line on [protected].

Regards,
Phindile Dlamini
Motorite Administrators (Pty) Ltd
Customer Service Supervisor
Telephone [protected] Facsimile [protected]
Mailto: [protected]@motorite.co.za

From: Allen Hobson
Sent: 30 July 2014 04:20 PM
To: Phindile Dlamini
Cc: [protected]@carsunlimited.co.za; Complaints; Escalations; [protected]@miosa.co.za;
Subject: Re: Motorite Issues - OFEX000xxxx
Hi Phindile,

Thank-you for your response, but really, it was not needed.

As they say, that Ship has sailed. I have paid for the repairs myself, so my email was not to elicit a response from your company or even for a claim payment, but rather asking the Dealer to no longer deal with your company and putting it on record that I was doing so.

My point is that, it is a policy that is basically not worth the policy papers it is written on.

I will be making it clear and public by educating as many people as possible that this be the case with motorite policies and that they are not worth the money or effort. Some research shows this to be the case anyway, and I will be adding my voice to it too.

Thanks for your time in this regard.

Regards

Allen Hobson.


Phindile Dlamini


to me, sales, Complaints, Escalations, info


Good day Mr Hobson,

Thank you for your comment below. It is unfortunate that you feel this way about the product provided to you notwithstanding the consideration of the actual benefit made provision for it.
Your concern has been duly noted.

Regards,
Phindile Dlamini
Motorite Administrators (Pty) Ltd
Customer Service Supervisor
Telephone [protected] Facsimile [protected]
Mailto: [protected]@motorite.co.za

Al
Jul 30, 2014
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Comments

  • Al
      Jul 30, 2014

    From: Allen Hobson
    Sent: 30 July 2014 10:03 AM
    To: [protected]@carsunlimited.co.za
    Cc: Complaints; Escalations; [protected]@miosa.co.za;
    Subject: Motorite Issues - OFEX000xxxx

    Hi Vanessa,

    Long time no speak. Hope you are doing well?

    I just wanted to drop you a mail in regards to the Motorite Formula Extreme V10 policy you sold me when I bought my Land Rover Discovery 3 TDV6 from you a while back.

    I realize it is an older Vehicle and some things do go wrong on older vehicles, no issues there and is expected actually.

    And when purchasing a second hand vehicle, one is "forced" almost to take these policies for peace of mind motoring. And not reading the Motorite Policy Cover to cover when purchasing the vehicle, one assumes many things are covered under this policy. That assumption would prove to be totally incorrect and naive.

    To my disgust, I have now tried to claim twice on this policy to-date, and both were rejected out-rite. Was not even listened to in full.

    Once for a Severe Gearbox Leak that cost me R 6000 to fix and now for the Indicator Switch that Flashes High Beams when indicating left or right. Causing on coming motorists, especially at night to blinded and become irritated with me for flashing. This indicator Switch is quoted at R 3 500 without labour.

    Reading the Fine Print in the Motorite policy, there it is, that no seals are covered in the case of the gearbox leak and no electrical switches are covered in relation to the Indicator / High Beam system.

    I have had many other Second hand vehicles and have always bought these extra warranties for peace of mind, albeit the first time with this Formula Extreme by Motorite.

    On the other policies, I was able to claim for leaks and switches. Why not this one? Seems to me to be very convenient to exclude these to get to keep my money paid for this policy.

    The Gearbox leak was so severe, that it could have easily ran out of oil, damaging the Gearbox then Motorite would cover it for failure to the Torque converter or some other internal part. How is that logical?

    Why then not cover the cheaper preventative maintenance?

    Sounds like a convenient way to decline claims and get to keep the money paid for these policies.

    Absurd.

    Anyway, Just letting you know, that hopefully you will rethink your choice of plan and company for the warranties sold with your vehicles as this one mentioned is useless to the consumer. Might be they pay the higher commissions, to the determent of the consumer.
    Thanks & Kind regards,
    Allen Hobson


    On 30 July 2014 16:00, Phindile Dlamini <[protected]@motorite.co.za> wrote:

    Good day Mr Hobson,

    After careful consideration to the below mentioned concerns, Motorite wishes to respond as follows:

    The product that forms the basis of your complaint is that of an Options Formula Extreme INFINITI mechanical breakdown warranty, the policy provides cover in the event of mechanical failure to the listed components as per policy wording. The product is underwritten by Infiniti Insurance of which Motorite act as the appointed administrators.

    I would like to emphasise that the cover provided to you is specifically for unforeseen mechanical failures experiences on the vehicle as listed on the policy document. With this said, there are also exclusions that are specifically stipulated on the policy information as not being covered. Regrettably, on the two occasions that you have made contact with Motorite, it was evident that the components reported as cause of failure where both falling under the exclusions category. As per the information below and as provided to us at the time of reporting the claim, the gearbox failure was resultant to an oil leak. As stipulated on the Policy wording document, for ease of reference, Page 11 Clause 18 refers: “Items Not Covered By this Policy. (b) Services, maintenance items, seals, oil leaks, cambelt replacement, drive shaft boots and drive shaft failure as a result of worn or damaged boots or covers, handbrake mechanisms, brake friction surfaces, V-belts, fan belts, gear linkages and auxiliary equipment;” in addition to this, the cause of failure on each occasion determines how a claim is administered as per terms and conditions. In addition to this, the component reported to Motorite today was that of an indicator switch, regrettably, this component is not listed as a covered component under clause 17 of Parts Covered by This Policy, therefore the item does not fall within the ambit of the warranty.

    It is with great regret that on the mentioned components Motorite was unable to assist, we however are of the opinion that the matter has been handled fairly and in line with the standard terms and conditions.

    Should you require any further assistance, please do not hesitate to contact me or our customer service line on 0860 66 22 11.

    Regards,
    Phindile Dlamini
    Motorite Administrators (Pty) Ltd
    Customer Service Supervisor
    Telephone 086-066-2211 Facsimile 086-631-2531
    Mailto: [protected]@motorite.co.za

    From: Allen Hobson
    Sent: 30 July 2014 04:20 PM
    To: Phindile Dlamini
    Cc: [protected]@carsunlimited.co.za; Complaints; Escalations; [protected]@miosa.co.za;
    Subject: Re: Motorite Issues - OFEX000xxxx
    Hi Phindile,

    Thank-you for your response, but really, it was not needed.

    As they say, that Ship has sailed. I have paid for the repairs myself, so my email was not to elicit a response from your company or even for a claim payment, but rather asking the Dealer to no longer deal with your company and putting it on record that I was doing so.

    My point is that, it is a policy that is basically not worth the policy papers it is written on.

    I will be making it clear and public by educating as many people as possible that this be the case with motorite policies and that they are not worth the money or effort. Some research shows this to be the case anyway, and I will be adding my voice to it too.

    Thanks for your time in this regard.

    Regards

    Allen Hobson.


    Phindile Dlamini


    to me, sales, Complaints, Escalations, info

    Good day Mr Hobson,

    Thank you for your comment below. It is unfortunate that you feel this way about the product provided to you notwithstanding the consideration of the actual benefit made provision for it.
    Your concern has been duly noted.

    Regards,
    Phindile Dlamini
    Motorite Administrators (Pty) Ltd
    Customer Service Supervisor
    Telephone 086-066-2211 Facsimile 086-631-2531
    Mailto: [protected]@motorite.co.za

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