Note: Non-human translated text, this is a translation from the original HU article and might contain mistakes.

Porsche Interauto and Generali Insurance: Rejected Side Assist Repair After Accident Claim Settlement

When service center and insurance company shift responsibility to each other – You pay for what wasn't your fault

Time lost: 3-4 weeks spent in service + administration time

Parties involved: Porsche Interauto, Generali Insurance, Audi

An Accident That Triggered an Endless Customer Experience

In April 2019, I had an accident on Árpád fejedelem Road when a BMW failed to yield while changing lanes, and the left side of their car hit the right front of my Audi. The police investigation and expert examination eventually confirmed that the BMW driver was at fault – this statistically improves my situation, as my followers know that 9 out of 10 times I'm right, even supported by expert fees.

As a result of the accident, several driver assistance systems reported errors, which is completely understandable after such a forceful collision. The car was repaired by Porsche Interauto Kft. (Porsche Buda location), but I immediately felt something was wrong during the first handover – the Side Assist (blind spot monitoring) system wasn't working! Naturally, I immediately took the car back, which eventually spent a total of 3-4 weeks at the service center.

Diagnosis Lacking Logic and Shifting Responsibility

The Porsche Interauto specialists informed me that both rear Side Assist sensors needed to be replaced for the system to work again. This seemed strange even then, as the right front of the car was damaged in the accident, while the sensors are located in the rear section, but trusting the experts, I accepted the diagnosis.

The service center's customer-friendly approach was missing from the beginning. They opened a new case to charge the sensor replacement to my Generali CASCO insurance, meanwhile interestingly it turned out that:

  • If the insurance pays for the repair, they give a 10% discount on parts
  • If I pay, they charge the full price
  • Despite the "reliable" partnership, they aggressively urged me to immediately sign all documents

Interestingly, when the EA 189 engine recall campaign was previously underway, Porsche Interauto actively sought me out and enticed me to bring my car to them – as if they were giving away free honey, sausage, and lifetime lottery tickets. The urgent communication was characteristic both then and now.

CASCO - Anatomy of the Repair and Claims Settlement Process

Phase 1: The Accident and Initial Problems
April 2019
Accident on Árpád fejedelem Road
BMW collides with the right front of my Audi while changing lanes, driver assistance systems report errors.
April-May 2019
The car goes to Porsche Interauto service
The repair is done on CASCO insurance since the police investigation is still ongoing.
May 2019
First handover and immediate return
During handover, it immediately becomes clear that the Side Assist system isn't working, the car returns to the service center.
Phase 2: Surprising Diagnosis and Further Problems
May 2019
Porsche Interauto diagnosis
They state that both rear Side Assist sensors need to be replaced, despite the fact that the front of the car was damaged.
May-June 2019
Opening a new case in the insurance system
The service center opens a new case to charge the sensor replacement to my Generali CASCO insurance.
June 2019
Unexpected twist during handover
Porsche Interauto informs me that Generali did not accept the invoice, but they are releasing the car for use, and I need to pursue the claim myself.
Phase 3: Struggling with the Insurance Company and ACC Issues
July 2019
Generali's rejection
Detailed claims expert opinion arrives stating that the sensors were damaged due to water ingress and oxidation, which cannot be linked to the accident.
July-August 2019
Problems with the ACC system
It turns out that the ACC (adaptive cruise control) system calibration is also not proper, I take the car back to Porsche Interauto three times.
August 2019
Audi Centrum's help
Audi Centrum puts the car on an alignment rack for free and properly calibrates the ACC system.
Phase 4: Involving Audi and Lessons Learned
Fall 2019
Contacting Audi
After countless email exchanges, Audi highlights two important points: the service center should have offered goodwill repair, and it's my fault for paying the invoice.
Fall-Winter 2019
Cycle of responsibility shifting
Porsche Interauto shifts responsibility to Generali, Generali to Audi, and Audi to me and the service center. The cost of replacing the faulty Side Assist sensors ultimately falls on me.
Logical Contradictions, Unanswered Questions

This case raises a number of contradictions and questions that still haven't been meaningfully answered by any of the involved service providers:

  1. How could the rear sensors be damaged in a frontal collision? If the BMW collided with my car on Árpád fejedelem Road near Komjádi swimming pool, and the BMW's left side took out the right front of my Audi, how could the two rear Side Assist sensors, located in completely different areas, be affected?
  2. What does oxidation have to do with the accident? According to the insurance expert, the sensors were water-damaged and oxidized. This suggests that the fault had existed for a longer time and cannot be linked to the acute accident damage. Then why did Porsche Interauto recommend replacing them during the accident repair?
  3. Why wasn't I informed about the possibility of goodwill repair? Audi later admitted that the service center should have offered goodwill (goodwill) repair – but nobody informed me about this option.

This case is a typical example of how large service providers shift responsibility to each other instead of cooperating, while the customer pays for others' mistakes and their own lack of information. The most absurd lesson from the story is that:

  • The person who was not at fault in the accident (me) had to pay
  • For a fault that did not originate from the accident (oxidation)
  • While there could have been a solution (goodwill repair) that no one informed me about
  • And meanwhile, three large companies (Porsche Interauto, Generali, Audi) pointed fingers at each other

The story is particularly frustrating in light of the fact that it later emerged that Side Assist sensor failure is a known issue with Audi models, and many other owners received goodwill repairs in similar cases. If I had been informed about this possibility, a significant amount would have remained in my pocket.

What Can We Learn from This Case?

If you're facing post-accident repair or out-of-warranty part replacement, follow these tips:

  1. Always ask about the possibility of goodwill repair: This is especially important for known type faults, even if the car is out of warranty
  2. Ask for a detailed explanation of the cause of faults: Don't accept if they recommend replacing parts that logically cannot be connected to the main reason for the repair
  3. Seek out online communities: Ask other owners about similar problems and solutions
  4. Don't pay until the insurance position is clear: If the service center claims that the insurance will pay for the repair, wait for official confirmation before signing or paying anything
  5. If your claim is rejected, request a written expert opinion: This can help take further steps in other forums
  6. Contact the manufacturer directly: In many cases, the manufacturer's central customer service may be more flexible than local dealerships

The most important lesson from my story: don't blindly trust even premium service centers, and always check the logical coherence of diagnoses. Goodwill repair is often an available option, but the customer needs to know about it and initiate it!