18/11/2024
Battling the Odds: How Autogurus Garage Helped a Customer Win Against an Insurer
Running Autogurus Garage has given me the chance interact with very interesting cases. It has allowed me to meet people from all walks of life, often during some of their most challenging moments. One particular case stands out—a mix of mechanics, investigation, and justice.
It was a quiet morning when a visibly distressed motorist arrived at my garage. His car, a mid-sized sedan, bore the marks of a recent accident—scratched paint, a crumpled bumper and bonnet, and two shattered headlights. As I approached him, he seemed hesitant, almost embarrassed. "I don’t know if you can help me," he began, “but I need someone I can trust.”
He explained that he had been involved in an accident a few nights prior. While he was unharmed, the insurance company was refusing to cover the damages. Their claim? He had been intoxicated while driving. “I wasn’t drunk," he insisted. "I’d had a couple of drinks earlier in the evening, but by the time I was driving, I was fine.”
The insurance company had hired a private investigator who had uncovered receipts showing he had settled bills at three different clubs that night. It seemed damning, but he was adamant. "Those places weren’t far from each other. I didn’t stay long, and I had food at the last one," he said.
Seeing his frustration, I offered to help. “First things first,” I said, rolling up my sleeves. “Let’s get your car sorted. Then we’ll see what we can do about the rest.”
While my team got to work diagnosing the extent of the damage, I decided to dig a little deeper. Over the years, I’ve learned that sometimes being a mechanic also means being a bit of a detective. I suggested he retrieve his Mpesa transaction records. Together, we cross-checked the times of his transactions with the locations of the clubs and calculated the distances.
Sure enough, his timeline suggested he hadn’t lingered long at any one spot. More importantly, we discovered he had used a ride-hailing service between two of the clubs, which strongly supported his claim that he had been cautious about driving while impaired.
Armed with this information, I encouraged him to present his case to the insurance company afresh. We even wrote a letter detailing the findings, attaching the supporting documents.
To ensure he was fully prepared, I also gave him some additional advice:
1. Seek Legal Advice: Consult a lawyer. Many insurance companies deny claims in Kenya for flimsy reasons, and legal counsel can help challenge these unfair decisions.
2. Understand the Role of Evidence: The fact that he had paid bills at clubs didn’t prove he was drunk—it could have been for his friends. Plus, only a police officer using a breathalyzer (Alcoblow) can confirm intoxication.
3. Read the Insurance Policy: Review the policy document carefully. Most standard insurance policies in Kenya don’t prohibit driving while drunk, which means the insurer couldn’t legally deny his claim on those grounds. However, insurance companies know that many people don't read their policy documents, important as they are.
A few weeks later, he returned to the garage—not for repairs this time, but to say thank you. The insurance company had reversed its decision and agreed to cover the damages. He was overjoyed, not just because he’d saved a significant amount of money, but because he felt his integrity had been restored.
At Autogurus Garage, we’re more than just mechanics—we’re here to help you navigate life’s bumps in the road. Whether it’s battling insurers or getting you back on the road, we’re always in your corner. 🚗💪
