Who should bear the cost of non-use of car for delay in getting adjusters estimate?

 

If it takes 23 days for Perodua to get an estimate from the adjuster and approval from the insurer, who bears the cost of CART (non-use of a car) by the party who is not at fault?

Who can we complain to when Perodua keeps silent and does not answer emails?

Not responding to emails appears to be a disease among civil servants and politicians even companies have learned this trick thinking that they can sweep matters under the carpet.

Any advice from you will be appreciated.

From: luqman michel <luqmanm2002@yahoo.co.uk>

Sent: Tuesday, 24 September, 2024 12:49 PM

To: MOHD SYAHIR BIN MOHD SHAWAL <SYAHIR@perodua.com.my>

Cc: harpah.maasap@allianz.com.my; faruq.invests@gmail.com

Subject: CART - RQ8624

Dear Enc. Mohd Shahir Bin Mohd Shawal,

I am acting on behalf of Faruq Luqman.

The following is an extract of the email from the insurer. Harpah Maasap (Allianz General Insurance Company (Malaysia) Berhad).

Kindly take note of the following:

“Compensation for the Actual Repair Time” (CART) means a reasonable amount payable by third party insurance companies as compensation for loss of use of vehicle.  When your vehicle is involved in an accident, where you are not at fault and you are claiming against another party insurance.  You may be inconvenienced without your vehicle.  So, in such case, you can claim for CART as you are not the party at fault in the accident.

“The calculation for Compensation for Assessed Repair Time (CART) is determined by the number of days required for the repair of the damaged vehicle as assessed and recommended by the adjuster and shall exclude any delays, and/or by whomsoever caused which may occur before and/or after the assessed repair time. This would mean in assessing the claim the delay as a result of time taken by the Insurer to assess the claim, the time taken by the adjuster to come out with a report and the delay taken by the workshop in conducting the repair works will not be taken into consideration.”

Please be informed that we offer on recommended number of days of actual repair time based on your insurer's / adjuster's report ( Etiqa General Takaful Berhad ).

The above email is associated with :

*RQ8624 (VSP9017900) [PMK9520]TP UL

FARUQ BIN LUQMAN/ [POH CHEE SIANG]

Jul 14 2024

I have written twice to Perodua’s ‘Contact form’ at https://www.perodua.com.my/contact-us.html but have not received a response.

I want an explanation as to why Perodua took 50 days to get a car repaired when the adjuster recommended only 11 days.

Here is a detailed account of what transpired:

14-July-2024: Accident at KM 108 LRUS (U)

15-July-2024: Sent car to Perodua Service Centre (Kulim)

22-July-2024: Asked for update. Was told that Adjuster may come during this week

29-July-2024: Asked for update. Was told that they would check. Later received call from Adjuster to verify about car condition.

5-August-2024: Asked for update. Was told that insurance company has not approved yet. Once insurance approved, then Perodua will inform me on betterment charges before proceeding to order parts.

7-August-2024: Informed by Perodua that insurance company has approved and that I needed to go to the Perodua Service Centre (Kulim) to make payment as the only payment option for betterment charges were over the counter. I requested for bill of betterment charges to be sent to me digitally via mobile for my information.

9-August-2024: Asked for update. Received apology for not having the betterment charges sent to me digitally via mobile. Arranged for appointment to come to Perodua Service Centre (Kulim) next day. I requested for the bill to be sent to me digitally via mobile but was told to just come the next day to settle the betterment.

10-August-2024: Arrived at Perodua Service Centre (Kulim) and paid the betterment charges RM 520.50 over the counter.

13-August-2024: Asked for update. Was told that they were still waiting on the parts shipment and that it may arrive this week.

17-August-2024: Informed by Perodua via photos of my car with parts replaced.

19-August-2024: Asked for update. Was told that it is awaiting painting to be done.

21-August-2024: Asked for update. Was told that painting was just done and there were some more work to be done before the car would be ready and that it should be ready by next week. I asked if it could be this week since I intended to retrieve the "Keputusan Kes" report from Sungai Petani during the weekend and was told that they would try.

22-August-2024: Asked for update. Perodua will check and get back to me. Later received call from Perodua that car would be ready to be picked up next day.

23-August-2024: Retrieved car from Perodua Service Centre (Kulim)

26-August-2024: Went to Perodua Service Centre (Kulim) and submitted the "Keputusan Kes" report.

28-August-2024: Asked for update. Was told that everything was okay with the documentation.

3-September-2024: Asked for update about "Loss of Use". Was told that I needed to come to Perodua Service Centre (Kulim) to collect the relevant documents and that it would cost RM20. Went to Perodua Service Centre (Kulim) and retrieved the documents (claims letter together with supporting documents). Paid RM20 to staff at desk.

I would like to receive a response from your office or your Head Office before requesting an investigation from higher authorities.

Thank you and kind regards,

Luqman Michel

 

Dear En. Luqman,                                                                           25 September 2024

Thank you for your email.

With regards to your queries regarding the CART or Loss of Use matters, here are some explanations for your kind references.

CART or Loss of Use will be based on the number of days it takes to repair the damage to your car only without taking into account the number of flow process days needed from the first day the car is delivered until the car was collected.

These are among processes involved in OD KFK claim that not counted in your days of CART or Loss of Use claim :-

i.                    Waiting complete document send from customer

ii.                  Notified claim to system and merimen

iii.                Estimate submitted in merimen

iv.                 Waiting insurance company to assign survey adjuster

v.                   Adjuster came to survey vehicle and verify all the damages and spare parts

vi.                 Waiting adjuster to submit his adjuster report to insurance company in merimen

vii.               Waiting claim approval from insurance company

viii.             Ordered and received complete spare parts from HQ

ix.                 Your vehicle waiting queue to be attended due to high number of vehicles and limited manpower at our premise.

Last but not least, actually we as repairer was not permitted to interfere in your CART or Loss of Use claim between insured and insurance company but we will help customer to provide all documents needed upon request in order to ease customer application accordingly.

However, we will take note all your concerns to improve and speed up our claim process in the future.

We seek deeply apology for your poor experiences with us and hopefully this clarification will fulfil all your concerns.

Thank you & best regards.

Syahir Shawal

Perodua Kulim Service Centre

 

Dear Enc. Mohd Shahir Bin Mohd Shawal,

Thank you very much for your prompt response.

I would like an explanation on why it took from 15.7.24 when the car was sent to you till 7.8.24 for approval from the insurance company.

Since you have apologised and said that you would ensure the speed of the future claim process, I suggest an amicable solution of meeting us halfway.

We do not want to go through the process of writing to Bank Negara or the Consumer Association as we are unsure whose fault it is.

An additional compensation of 11 days would be a win-win situation.

Another request will be for you to find out why no reply was given to my complaint on the online form by Perodua.

Thank you and hoping to get a favourable response from you.

Kind regards,

Luqman Michel

From:luqmanm2002@yahoo.co.uk

To:CRD@perodua.com.my

Cc:syahir@perodua.com.my,faruq.invests@gmail.com

Thu, 3 Oct at 11:01

Dear Sir,

Thank you for providing me with your email address on Facebook Messenger.

I am writing on behalf of Faruq Luqman, owner of Car RS8624.

CART was given for 11 days for the car which was in the workshop at Perodua Kulim

from 15.7.24 to 23.8.24.

We are not sure who is to blame for the length of time the car was at the workshop.

As such, we are not sure whether we should complain to the Consumer Association to to Bank Negara.

We requested an amicable settlement from the Kulim workshop and have yet to receive an acknowledgment of our email or a reply.

We would be grateful if you could guide us on what we need to do.

Thank you and kind regards,

Luqman Michel