Warranty Issues
Discussion
Arfur5 said:
I went direct to the warranty company but they didn't request anything in regard to service history at the time of taking out the policy.
I have provided them with copies of the stamped and signed and dated service history book, but they want every actual receipt for money spent on the car since before we owned it.
Does it state in their terms and conditions that the car has to have a full, documented, service history for the warranty to be applied?I have provided them with copies of the stamped and signed and dated service history book, but they want every actual receipt for money spent on the car since before we owned it.
Ask them this..
I had a one month warranty on a Fiat 500 I purchased a year ago, the garage was pushing me to buy the extended option of up to a year.
Looking through the terms and conditions, as the car was over 8 years old I would have had to have paid 50% of any parts and labour, along with an excess and a maximum value claim of £1,000.
Salesman couldn't understand why I didn't want to invest my £250 in the warranty....
Looking through the terms and conditions, as the car was over 8 years old I would have had to have paid 50% of any parts and labour, along with an excess and a maximum value claim of £1,000.
Salesman couldn't understand why I didn't want to invest my £250 in the warranty....
Sheepshanks said:
It's quite ridiculous - these companies are commented on all over the internet but it only seems to be on here that their names are deleted. PH has the most agressive and (which I think is interesting) rapid moderation of any forum I use.
The name of the company is actually still on this thread, so perhaps the Mods aren't that aggressive after allwilksy61 said:
Sheepshanks said:
It's quite ridiculous - these companies are commented on all over the internet but it only seems to be on here that their names are deleted. PH has the most agressive and (which I think is interesting) rapid moderation of any forum I use.
The name of the company is actually still on this thread, so perhaps the Mods aren't that aggressive after all
Thanks everyone for your help, I have now been able to bring this to a conclusion using the feedback and guidance given on this forum.
The initial issue of not being able to move past the service history request, despite having sent in copies of the service book (3 times)which was signed and dated, and was not a stipulation in the policy that full service history was required, in the FAQ's it actually notes that Full Service History is not required.
And obtaining every receipt for work on the car when we didn't own it is also not in the policy.
After leaving an initial Trust Pilot 1 star review with factual detailed information, the following day the claim was authorised. This was on day 13 after notifying the warranty company that the starter motor had gone.
Our policy was Plan C full, not the Lite policy so it had a high monthly premium and we could go to a garage of our choice, the car did not need to be removed to be able to claim, although in this case it was recovered as the starter motor had gone.
Prior to the claim being authorised I received a call from an advisor saying he wanted to help me, with the first question being 'Have you had the car repaired' the policy states if repaired before authorised they wont pay out!
A couple of days later I submitted the paid invoice for works done which was under the amount authorised, plus the recovery invoice (policy pays £150 for car recovered costs if claim authorised).
Saga started again with no response, then being told updated in 24 hours, then nothing and then despite it all being authorised, it was back with the engineer.
Another Trust Pilot 1 star review was written and we received payment that afternoon.
We have now cancelled the policy with no further payments required, we had took the policy out in case the crank went on the Discovery but given the issues on getting a starter motor paid, and all the other reviews, that are on the increase in regard to issues, there is no hope of getting any pay-out should that unfortunate situation arise.
Thanks again to everyone, as the feedback given was followed and we did get a pay-out although it was a very stressful experience.
The initial issue of not being able to move past the service history request, despite having sent in copies of the service book (3 times)which was signed and dated, and was not a stipulation in the policy that full service history was required, in the FAQ's it actually notes that Full Service History is not required.
And obtaining every receipt for work on the car when we didn't own it is also not in the policy.
After leaving an initial Trust Pilot 1 star review with factual detailed information, the following day the claim was authorised. This was on day 13 after notifying the warranty company that the starter motor had gone.
Our policy was Plan C full, not the Lite policy so it had a high monthly premium and we could go to a garage of our choice, the car did not need to be removed to be able to claim, although in this case it was recovered as the starter motor had gone.
Prior to the claim being authorised I received a call from an advisor saying he wanted to help me, with the first question being 'Have you had the car repaired' the policy states if repaired before authorised they wont pay out!
A couple of days later I submitted the paid invoice for works done which was under the amount authorised, plus the recovery invoice (policy pays £150 for car recovered costs if claim authorised).
Saga started again with no response, then being told updated in 24 hours, then nothing and then despite it all being authorised, it was back with the engineer.
Another Trust Pilot 1 star review was written and we received payment that afternoon.
We have now cancelled the policy with no further payments required, we had took the policy out in case the crank went on the Discovery but given the issues on getting a starter motor paid, and all the other reviews, that are on the increase in regard to issues, there is no hope of getting any pay-out should that unfortunate situation arise.
Thanks again to everyone, as the feedback given was followed and we did get a pay-out although it was a very stressful experience.
I’m glad you got it sorted, warranty companies unless manufacturer backed are rubbish - if you feel like it’s been hard work for you, try being the garage. They don’t pay out straight away, pay £35 per hour plus vat, make you give customers bad news, don’t cover the full amount of labour only book times. I’ve just don’t get involved with them.
I had issues with a warranty co - I had to take it to the Ombudsman in the end and thankfully won, but my god it was an uphill struggle!
Even when I got the car back from being fixed (which I organised myself in the end) I was so anxious about claiming anything on the policy in case they messed me about that I cancelled the policy, and save the monthly payment instead.
Even when I got the car back from being fixed (which I organised myself in the end) I was so anxious about claiming anything on the policy in case they messed me about that I cancelled the policy, and save the monthly payment instead.
The company is not great, there are some interesting comments on Glassdoor from employee's that confirms my thoughts and experience.
I did contemplate not cancelling, with the thought process of knowing if the crank went it would have to go to the ombudsman, but life is too short for that level of stress.
I did contemplate not cancelling, with the thought process of knowing if the crank went it would have to go to the ombudsman, but life is too short for that level of stress.
Arfur5 said:
I can imagine the nightmare garages have. Our garage is really good, they still deal with this company where other local garages wont.
I did take this from the garage though to do the fighting as they don't get paid for this and certainty don't have the time.
Therein lies the problem with aftermarket warranties - fewer and fewer garages are willing to entertain their bull so that whilst you might have an aftermarket warranty, you have to find a garage willing to do the work and be paid by them. 4 of my friendly 5 garages won't do any warranty work and the 5th is a cash only business.I did take this from the garage though to do the fighting as they don't get paid for this and certainty don't have the time.
OP - thanks for your most recent messages. I had a little jump on something you wrote that got you "success". I wrote a 1 star trust pilot review Thursday last week pointing out that people should stay away from this unamed provider who promise to make it easy for your motor.
Remember I had a 3 year warranty with them which has long since expired and just a really disatisfied former customer.
20 minutes later i was asked to provide contact details
15 minutes after that the phone rang
Long story from some guy in the "customer relations management" team called me. He said he had had a re-look at my case and brought it to the attention of their CEO (yeh right). He felt my hand brake module should have been covered and was falsly declined both originally and upon 2 appeals (again, yeh right!)
If i could provide the invoice for the work, he would "work very hard over the weekend" to find a solution. I sent it at 4pm Friday
Call 2pm Monday. He's just come out of a meeting where he was told to offer me 25% (yeh right). He pushed back saying he knew there's no way i'd take £250 to pull the review. (yeh right
)
I'm now getting their "final offer as a goodwill gesture" of 50% (bill was £1006). If i don't put the review back up. The review was up for around 45 mins.
So, i got somewhere after a lot of sales bulls
t. This was after the ombudmans found in their favour as well as 2 appeals. Just goes to show the power of these things sometimes. Anyone reading this for this particular company and getting nowhere, give it a try.
Remember I had a 3 year warranty with them which has long since expired and just a really disatisfied former customer.
20 minutes later i was asked to provide contact details
15 minutes after that the phone rang
Long story from some guy in the "customer relations management" team called me. He said he had had a re-look at my case and brought it to the attention of their CEO (yeh right). He felt my hand brake module should have been covered and was falsly declined both originally and upon 2 appeals (again, yeh right!)
If i could provide the invoice for the work, he would "work very hard over the weekend" to find a solution. I sent it at 4pm Friday
Call 2pm Monday. He's just come out of a meeting where he was told to offer me 25% (yeh right). He pushed back saying he knew there's no way i'd take £250 to pull the review. (yeh right
)I'm now getting their "final offer as a goodwill gesture" of 50% (bill was £1006). If i don't put the review back up. The review was up for around 45 mins.
So, i got somewhere after a lot of sales bulls
t. This was after the ombudmans found in their favour as well as 2 appeals. Just goes to show the power of these things sometimes. Anyone reading this for this particular company and getting nowhere, give it a try.Arfur5 said:
Great news you got it sorted, but so wrong how you have had to do it.
It was the advice in this forum that I followed that led to my claim being successful with the key being the review on Trustpilot.
Big shame. Especially given now they "agree" it should have been covered, I could have bettered this result at the time, at which point i still had 12+ months left of my policyIt was the advice in this forum that I followed that led to my claim being successful with the key being the review on Trustpilot.
With this warranty cover it is stipulated it is covered as are many other things. The policy is expensive as would be expected for the cover you think you are getting. There lies this issue, what you pay for is not the service you get.
Policy documents it is covered and it was covered, my issue wasn't that they declined the claim, it was they tried everything to delay giving a decision because as soon as you pay for the repair they won't pay out, regardless if it is covered or not. Seems to be a common ploy by this company.
Policy documents it is covered and it was covered, my issue wasn't that they declined the claim, it was they tried everything to delay giving a decision because as soon as you pay for the repair they won't pay out, regardless if it is covered or not. Seems to be a common ploy by this company.
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