Motorite Administrators
Reviews and Complaints

Goodday

I am a bit disappointment in this claim that was rejected.

My car is a petrol vehicle and should be serviced every 15 000km. The extension on this plan started on 120 000km so the next service was 135 000km which was paid, and the following 150 000km that was also paid. The next service was only on 165 000km which wasn't paid.

I really feel I was caught here because why won't you cover my car services in the correct sequence that is being serviced. I could've taken my car on 160 000km for a service but then it was out of sequence.

I really feel this is something you have to look at when a plan is sold to someone. Take into consideration what the vehicle service intervals are, and adjust your plan according to it.

With a very bittered heart I have to pay this premium until next year. This will definitely be my last service plan with Motorite which I won't consider again. I've taken out this plan to assist me with my service payments and at the end it wasn't worth it. I know that you say it is in clause this and that BUT again I bumped my head into taking a sales call and falling for it. Luckily this won't happen again. I do feel sorry for Call centre people because it is there job and so many people are so rude with them and in the meantime they are just doing their job. Unfortunately I won't be supporting a call centre person again, because sales shouldn't be done over the phone.

Kind Regards

Celeste Terre-Blanche
[protected]
[protected]@hotmail.com

I am Sithembiso Myeni, I was offered a service plan in November 2017 which should expire in November 2019 or in 137000 kilometres which I was not aware of since no email was written to me explaining this Now I sent my car for a service once last year and out of R5742, motorite only paid R1172. And now when I sent my car for a service I'm told it has expired and I'm left with monthly premiums until 2025 but I never benefited from this I'm highly unsatisfied. My account number [protected] Westbank dob 26 June 1986, email address [protected]@gmail.com

Miss Maud
Claim number C1019769.
Tel no :[protected]
Made a claim with Miwarranty and was advised telephonically by Vongani that the Motorite guys have declined my claim with component not covered being the reason. The throttle body with oil pump has failed and that is a mechanical breakdown. In 0ctober 2015 I made a similar claim which was the throttle body and it was approved and replaced, I called Motorite this morning and was assisted by Thabo who verbalised that he doesn't know why the claim was rejected when the item was approved before and cannot assist me any further as he only deals with claims only to be transferred to FNB customer care, what a joke. The incompetence displayed in handling and assessment of claims is despicable. I'm hoping I get assistance in this platform and the claim gets paid for because it is indeed a mechanical breakdown and the throttle body forms part of both mechanical and electrical components of the car and I advise you get people knowledgeable about vehicle mechanics to do claim assessments.

In Reference to my policies BZVIS [protected]
When I purchased my Toyota reg Number CM92TM GP from AVIS 2nd Hand sales in Roodepoort I was sold a Warranty and also Service plan which i understood to be extensions of the Toyota Warranty and Service plans.
I have recently discovered that in fact the policies and Toyota plans ran concurrently which I feel is not correct and I ask you to look into the matter.
R Williams
[protected]
[protected]@gmail.com

Dear Sir/Madam
Re: Rejected claim under Policy Number: CCA32573T
I refer to the above and my claim lodged on 19 July 2018 under the policy number CCA32573T.
I am deposing to this letter to reiterate my disdain with the way your offices treated my claim and the rejections of same.
On the 24 August 2016, I took out an extended warranty for my VW Polo 1.4 Tsi GTI DSG with Motorite, to have peace of mind in case I have any mechanical failure. I have been servicing my vehicle at regular intervals as agreed upon in our agreement and to further protect it from mechanical failure which might be caused as a result of non-service.
On the 31/07/2018 I received the rejection letter for my claim dated 19/07/2018 that has been logged with Motorite stating the reason for the rejection. The clause 21 (a), (b), (c) and (d) are unclear and fails to provide the necessary clarity in respect of the items excluded from the warranty.
It is alleged that the cause of the failure to the base engine is because of the injectors.
Be advised that clause 20 explicitly states that the engine and the fuel system are covered under the policy, therefore rejecting my claim is trite and I have recourse in terms of the agreement.
Attached is a copy of the rejection letter and my policy documents for ease of reference.
Lastly, be advised that I will be engaging the Ombudsman herein, depending your response hereto.
I await your soonest reply herein.

Yours faithfully,
Gavin Valentine

Dear sir / madam

My complain to motorite kindly address this matter pls and details are as follows:
Good day

I have never received any feedback from complaints dept since I had lodged a grievance regarding above decision by converting my maintenance plan into service plan, I have experienced a predicament situation during January 2016, where I was supposed to have brought the car for a service because of the following reasons

1. My sound system were stolen from my vehicle and affected electrical components (a theft case opened with Ga-rankuwa Policy Station)
2. My vehicle door locks were severely broken during the incident that made it safely undriveable, my safety as well and other motorist
3. I didn’t drive my vehicle during this period of difficult times (vehicle was safely parked undercover and mileage were the same) and waited for insurance company to finalise their claim
4. I did not utilise the vehicle during August 2015 and till the vehicle was done completely by Brooklyn lab, if I was driving that vehicle during that period, I would concur with decision taken by Motorite (see the mileage on assessment) and the time the vehicle was acknowledged by BL
5. There was miscommunication between momentum and the Brooklyn motor lab because firstly I have sent the car to Brooklyn motor lab and I was returned because insurance did not informed them OR made a necessary booking, I have waited for Momentum to give me go ahead or instructed me to send my vehicle to broolyn motor lab so reason for delays you should have asked Momentum and these was extremely beyond my control
6. They mistakes had adverse impact on my Motorite contractual obligations
7. I was unfairly treated by Momentum because I should have sent my vehicle on time as requested by the manufacturer, I have presented my claim with them on time and this could not have happened
8. Motorite converted my policy without asking me or my consent as client and about my situation and I regard it as unfair business practice-(bad customer service)
9. So I have opted for maintenance plan and I think the premium should be different from maintenance to service plan so I was not reimbursed for that because I am still paying same fixed amount. (Unfair business practice)
10. Firstly I should have been warned by motorite as the first default than to have converted my policy from maintenance to service plan subsequently I got a letter via email stating that my policy has been converted
11. I regard it as harsh decision and I urge motorite to consider or to re-instate my maintenance plan
12. See attached documents for referals

I would like to bring to who ever is reading this and actually gives a dam..

I bought a hyundai sante fe in 2015 october second hand.

I was informed that my car needed to be taken for a inception service which I did and motorite informed me that my car could not be serviced at the manufacturer but at a rmi approved dealer, on purchasing my car I took out a service plan as well as a warranty and ignite top warranty to safe guard myself should anything happen as I was buying a second hand car.

After the inception service my book was stamped and I was informed by bosch rmi kempton park that as per there service schedule that they recieve from hyundai them selves and printed copies there of that my car needs to be serviced again in 20 000km which I did always ontime..

Then my car started smoking on pull of and accileration, I then took my car to hyundai airport where I was the informed my car needed a turbo.

The claim was logged through motorite and guess what declined as my service was apparently late.. I have been servicing my car on time as I have been instructed by a rmi dealer per there schedule that they recieved from hyundai.

The best part is motor rite autherised all the services that are apparently late... When I asked them why they never said anything if that was the problem they said a motorite service plan is not strict with service times you are given 4 servies and can service the car when you want.. #!

I am now sitting with my family car off the road and a repair job that is going to cost me close to 28k... And everyone involved simply turns a blind eye...

Once again I find myself on this same platform complaining about the lack of service at Motorite the company ultimately responsible for this injustice. I’ve now adhered to my end of the binding contract and serviced my car at the correct service levels. Bear in mind that I’ve been extremely patient with reference to certain repair work been done to my vehicle via reeds and via your claims process, yet to receive feedback that you will not be covering a part stipulated with no valid reason is shocking and yet defining and more alarming to say the least . This is yet another poor reflection of your inadequate service delivery and it appears that no one at "Motorite” cares a hoot about my problem, no wonder our economy is in dyer straights because of service delivery like yours. So allow me to point out some common facts prior me seeking further media attention. Facts: My policy covers (Emission System / Catalytic) R10, 000 1) This part of your cars evaporative emissions system, which captures any fumes from the fuel tank before they can escape into the atmosphere. What causes the purge valve (Part of the emission system which is covered by my policy) to fail? 2) Purge valve sticks or it does not close fully. This causes the "Check Engine" warning light to come on “ which Is currently happening at times” hence my claim So let’s look at the facts regarding Emission Control Parts: 3) Emission Control System: purge valve, fuel filler cap, purge solenoid, vapour storage canister and filter I'm sure that there are countless other individuals out there that have been taken for a ride in this manner and now that we have complained to hellopeter I will approach the media and every local paper I can find my hands on. The bottom line is this, there is absolutely no way you can 110% tell me this is not an emission system part which clearly stipulates that’s its covered by my policy and I find it completely unconvincing that you would let an individual pay hard and good earned money to tell them to later $%&^# ). A very good reflection of the way you do business and your brand.

I purchased a Golf 6 Gti and being the 2nd owner the warranty was extended at my cost by Motorite. Recently the tensioner gave way resulting in the bending of the valves in turn damaging the pistons. Weiss Motors advised me that the engine needs to replaced and that this is a common occurrence on these cars. The claim of 112k was submitted to motorite who repudiated it on the grounds that my vehicle was serviced late by the previous owner and myself. My vehicle was serviced a month late at mileage 57k for the 60k service. This could not in any way be a contributing factor to the mechanical breakdown as the vehicle was 3k under the stipulated service interval. The late servicing by the previous owner was unknown to me but must have been known to Motorite as I believe that the client should meet certain requirements prior to the cover approval. I feel that Motorite did not bother to confirm met the requirements to be covered, in respect of the late service by the previous owner. Motorite was knowledgeable of this fact but still sold me the cover ! It is now clear that Motorite is looking for a loophole to evade payment ! Motorite erred and misled me into believing that I had cover. If my claim was repudiated it would only be just to refund my money paid up front ! I did not use the policy once prior to this claim! What a dam rip off !

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 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

My Subaru STI 2008 model broke down and ran bearings, I have a Extended warranty with Motorite. The car was towed in to Subaru Centurion for assessment.As per Subaru it was oilpump failure.The Car is stock standard with full service hist from Subaru, The Repair will consist of a new complete engine sub-assembly, the claim was rejected due to some lame excuse that Subaru did not fix the car properly with the previous service.At the time of failure the car was out of all Subaru warranty's.With this service i mentioned to Subaru that i suspect oil usage and i'm hearing a pre-ignition sound sometimes from the engine as I always put 95 fuel in it.Subaru upgraded software on the computer of the car and the oil usage was tested over a 1000km and all was perfect no oil usage and no pre-ignition as per Subaru they are the experts on this cars after all, about 3400km after the service the engine failed.
The warranty was taken for this reason and I feel Motorite must pay for this not find any lame excuse not to pay, I took a warranty to cover exactly what happened here and now they just tell me sorry they will not pay, unacceptable.This is 40k and i dot carry this amount of cash

Motorite Insurance Administators rejected a claim (policy No Policy No: OFW0017923) to repair a gearbox of a car bought on the 4 Feb 2011 with a mileage of 64750 on the basis that the car wasn't serviced at 79 000Kilometres. The car to date has 84 192 kilometres and out by 5192 Kilometres for the warranty to kick in. My questions are as follows:

1) This car to me was still pretty new, I bought it in a February this year as I mentioned and because of the model and sophistication I was relying on the service light which comes on when the car is due for service and it didn't?
2) Why would I risk jeopardising my warranty which I've paid expensively for a mere 5-6months ago?
3) The dealership were I checked the car in last Mond has advised me that the service light was supposed to have been set to alert me of the next service upon the Citton Cars ( dealership with whom I bought the car ) finished serving it and that wasn’t done. One of the many reasons I bought this car – that it will alert me of any faults or inconveniences the car has.
It's apparent that the dealer with whom I bought the car didn't set it nor did the agent selling me the Motorite warranty ensured it was set to avoid me defaulting a few months after purchasing the car.
I've asked Motorite as their client to contact the dealership and check where the discrepancies were and process my claim but they've refused. A service light didn't come on when it was adn I'm help accountable for that, technicalitiesthat shouldn't be my problem.
The refusal by Motorite to contact the dealer in itself raised suspicions, why is that?
In essence the warranty of which I paid cash when I bought the car has lapsed and nobody bothered to alert me. Mind you, to date I have never received any correspondence from Motorite as a welcome or to highlight their T&C's but they were happy to take my cash in full and not discloe the important staff.
I've been robbed.

I purchased a car with extended Motorite insurance which cost over 4grand on 15 Dec 2008.On Monday, 21 Sep 2009, my car overheated on the N1.I gave it in at Barons Culemborg at 8:30am on Monday morning for repairs.I was told the Radiator fan needs replacing.I called Motorite to report what had happened and to find out what my cover will pay for.I was told they have nothing on the system for me.I reported this to the dealer that I purchased my car from and was told Penny the Sales consultant did not submit my paperwork, they would contact her and sort everything out.Since Monday, my husband and I have made over 9 calls to motorite.Fist we were told that we are not on the system, then we were told that they have not recieved payment.On Wednesday we were told that there was a technical error, but our claim will be paid and everything will be sorted out.This morning we were told that our application is incomplete on the system.They have also not received any claims for my car.On Monday I recieved a call from Penny to tell me that everything is sorted out, but have had no follow up assistance since then!I want this escalated to management!To date I am still sitting without my car!

My warranty was extended through Wesbank on my Nissan Navara FNM 418 NW. The vehicle developed clutch problems and I asked Nissan (Lionel Motors) to inspect it for me. Subsequently they submitted a claim to repair but the claim was turned down by an assessor from Motorite. The reason stated was that it was because of incorrect driving. This is absurd in the extreme! How can someone determine incorrect driving? I found many sites on hellopeter and getclosure where complaints regarding this company had been lodged. Further to this Nissan admits that the Navara 20067 has a clutch problem. If the person had at least done some investigation, he would have found that these models are prone to clutch problems. I strongly disagree with Motorite and have contacted WesBank regarding this matter as well.