Warranty - HELP!!!
Discussion
Guys I took a warranty a month or so ago with a 3rd party company.
2 weeks back a problem occurred with the warranty and its taken 1.4 weeks to get to the following point -
Initially from making the claim on Monday it took 2 days for them to request my MOT proof and service history, which after emailing them on the same day, it took another 2 days for them to appoint an inspector.
The inspector came this week on Tuesday and the response was given to them today from the inspector.
The warranty company called me up and advised they were unable to proceed with my claim as I had not signed the policy documents.
The reason why the policy document was not signed was based on the following email conversations with the sales rep -
My email to the sales rep -
'I have just received the contract documents to sign.
On it the, mileage is incorrect.
Since I have updated you with the correct mileage via phone, do you need to resend the contract document's out for me to sign or can you email it to me please?'
The sales rep response was -
'I have put a note on the system about the mileage, that's fine, you wouldn't need paperwork sending out
as we've got that information from you.'
This email I interpreted as I would not be required to send the policy document signed as it had been all done via the phone/email as I had done with previous warranty companies.
I then send another email -
'Hi,
Just wanted to check and see if my warranty is now valid and all the checks with in regards to the chassis number are complete?'
Sales rep response -
'I've just checked, everything is fine and your warranty is up and running.'
The above gave me reassurance to my previous email that my warranty was valid and I didn't require any other part from my side.
Since sending the above emails to the claims departments, they have asked me to resign the policy documents to progress with the claim but they cannot assure me the claim will be accepted.
How do I go about getting them to make sure they process my claim?
I have known warranty companies to slide out of things and it looks like it is happening to me...
Thanks
2 weeks back a problem occurred with the warranty and its taken 1.4 weeks to get to the following point -
Initially from making the claim on Monday it took 2 days for them to request my MOT proof and service history, which after emailing them on the same day, it took another 2 days for them to appoint an inspector.
The inspector came this week on Tuesday and the response was given to them today from the inspector.
The warranty company called me up and advised they were unable to proceed with my claim as I had not signed the policy documents.
The reason why the policy document was not signed was based on the following email conversations with the sales rep -
My email to the sales rep -
'I have just received the contract documents to sign.
On it the, mileage is incorrect.
Since I have updated you with the correct mileage via phone, do you need to resend the contract document's out for me to sign or can you email it to me please?'
The sales rep response was -
'I have put a note on the system about the mileage, that's fine, you wouldn't need paperwork sending out
as we've got that information from you.'
This email I interpreted as I would not be required to send the policy document signed as it had been all done via the phone/email as I had done with previous warranty companies.
I then send another email -
'Hi,
Just wanted to check and see if my warranty is now valid and all the checks with in regards to the chassis number are complete?'
Sales rep response -
'I've just checked, everything is fine and your warranty is up and running.'
The above gave me reassurance to my previous email that my warranty was valid and I didn't require any other part from my side.
Since sending the above emails to the claims departments, they have asked me to resign the policy documents to progress with the claim but they cannot assure me the claim will be accepted.
How do I go about getting them to make sure they process my claim?
I have known warranty companies to slide out of things and it looks like it is happening to me...
Thanks
Sign and return the documents, keeping a copy, and making sure that the printed copy of the agents email confirming that the policy is up and running. Send tracked delivery.
I can't see that they could reasonably argue that the warranty wasn't operational.
Mind you, that's before they open the big laminated book of Wear and Tear excuses
I can't see that they could reasonably argue that the warranty wasn't operational.
Mind you, that's before they open the big laminated book of Wear and Tear excuses
I really need help as to what is my best course of action -
My garage has called me and advised to have my car ready for Monday (when I return to work), the part that needs replacing needs to be ordered today.
I have called the warranty company and the person I was dealing with is apparently in a team meeting.
I have left an urgent message for him and sent him an email to contact me ASAP as its been over 10 days that my car has been sitting at the garage and since I've made the claim.
I think the turn around time is unacceptable and they need to advise me if they will accept the claim if they receive the signed contract documents today via email or not.
if they reject my claim or cannot speed things up today, what would be my best course of action?
Thanks
My garage has called me and advised to have my car ready for Monday (when I return to work), the part that needs replacing needs to be ordered today.
I have called the warranty company and the person I was dealing with is apparently in a team meeting.
I have left an urgent message for him and sent him an email to contact me ASAP as its been over 10 days that my car has been sitting at the garage and since I've made the claim.
I think the turn around time is unacceptable and they need to advise me if they will accept the claim if they receive the signed contract documents today via email or not.
if they reject my claim or cannot speed things up today, what would be my best course of action?
Thanks
If its anything like my experience with 3 party warranties you will be pissed about untill you are forced to act outside of their terms and then you will not get anything, it really is a massive con, with all bar one comany. As was already said even when you confront them with all the evidence you will be faffed about for another month or so before they say that it wasnt sudden enough failure to be covered, even complete failure of a previously faultless component is wear and tear with these dicks. Get logged with small claims now so that when you need it in a months time you dont have to wait even longer.
Good luck is all I can say.
Good luck is all I can say.
Trading Standards advised me as I have had monies taken from me and they advised my warranty was up and running, there is no need to sign a contract.
The warranty company are refusing to give me any information on the inspection that took place on Tuesday until I have the documents signed.
TS have advised me to try one last time to either give an outcome or take action by sending a letter with proof of what has gone on to the director of the warranty company.
I am now waiting on the warranty company to reply...
The warranty company are refusing to give me any information on the inspection that took place on Tuesday until I have the documents signed.
TS have advised me to try one last time to either give an outcome or take action by sending a letter with proof of what has gone on to the director of the warranty company.
I am now waiting on the warranty company to reply...
I have just had an email response from them -
'Many thanks for your email.
I have spoken to the senior underwriter who has stated that we require either the proposal forms to be signed and returned or a email to be sent stating you accept our terms and conditions.
Many Thanks'
---
My response -
'You have failed to address any of my point's in my previous email.
Are you planning on addressing them in another email?
I would still like to know what was the outcome of the report from the inspector that visited my car and will warrantywise be paying out for the claim that has been made?'
'Many thanks for your email.
I have spoken to the senior underwriter who has stated that we require either the proposal forms to be signed and returned or a email to be sent stating you accept our terms and conditions.
Many Thanks'
---
My response -
'You have failed to address any of my point's in my previous email.
Are you planning on addressing them in another email?
I would still like to know what was the outcome of the report from the inspector that visited my car and will warrantywise be paying out for the claim that has been made?'
Another email, Looks like the guy I was dealing with has passed it on for someone else -
'I have been passed details of your query regarding our terms and conditions, the sales advisor was correct in informing you your plan was up and running, however there are terms and conditions that apply to all our levels of cover. Your plan document clearly states “Your Plan will only become effective when Warrantywise has received and accepted your signed Application Form and payment and issued Your Plan Schedule. You will then be provided with Your Plan as stated within these terms and conditions during the Period of Your Plan, whilst you and your Vehicle reside within the Geographical Limits. Your Plan contains details of Your Plan benefits you have purchased, what is excluded and the conditions of Your Plan and should be read in conjunction with the Application Form, Plan Schedule, and includes your signed declaration to agree and abide by the terms and conditions herein.”
“The Application Form, which includes your signed declaration, forms part of Your Plan. Please check that the information you have declared to us is correct and that it meets with your requirements. If it does not, please contact us as soon as possible (and in any case within 30 days of issue) in order to make any applicable alterations. You cannot make changes after 30 days or if you have requested that we authorise any repairs. If you fail to provide us with the correct information we may either require additional payments and an Administration Fee or even cancel Your Plan.”
Your Plan Schedule confirms our acceptance of your Application and is the basis of the contract and forms part of Your Plan.
I have attached the proposal form and completed the mileage and date that you declared as correct to the Sales Advisor you dealt with on the 19th January 2012, please sign and return in order for your request for repair to be dealt with as efficiently as possible. We cannot proceed until we are in receipt of the above proposal form.
Kind Regards,'
They are still failing to address if they will payout and what the inspection findings were....
'I have been passed details of your query regarding our terms and conditions, the sales advisor was correct in informing you your plan was up and running, however there are terms and conditions that apply to all our levels of cover. Your plan document clearly states “Your Plan will only become effective when Warrantywise has received and accepted your signed Application Form and payment and issued Your Plan Schedule. You will then be provided with Your Plan as stated within these terms and conditions during the Period of Your Plan, whilst you and your Vehicle reside within the Geographical Limits. Your Plan contains details of Your Plan benefits you have purchased, what is excluded and the conditions of Your Plan and should be read in conjunction with the Application Form, Plan Schedule, and includes your signed declaration to agree and abide by the terms and conditions herein.”
“The Application Form, which includes your signed declaration, forms part of Your Plan. Please check that the information you have declared to us is correct and that it meets with your requirements. If it does not, please contact us as soon as possible (and in any case within 30 days of issue) in order to make any applicable alterations. You cannot make changes after 30 days or if you have requested that we authorise any repairs. If you fail to provide us with the correct information we may either require additional payments and an Administration Fee or even cancel Your Plan.”
Your Plan Schedule confirms our acceptance of your Application and is the basis of the contract and forms part of Your Plan.
I have attached the proposal form and completed the mileage and date that you declared as correct to the Sales Advisor you dealt with on the 19th January 2012, please sign and return in order for your request for repair to be dealt with as efficiently as possible. We cannot proceed until we are in receipt of the above proposal form.
Kind Regards,'
They are still failing to address if they will payout and what the inspection findings were....
Another email received -
'As previously stated please sign and return the proposal form by email, and then we can address any issues you may have. I can not assist you any further unless you return your proposal form.
Kind Regards,'
If I sign and then they decide not to carry out the repair, will I loose grounds on a refund?
'As previously stated please sign and return the proposal form by email, and then we can address any issues you may have. I can not assist you any further unless you return your proposal form.
Kind Regards,'
If I sign and then they decide not to carry out the repair, will I loose grounds on a refund?
Just sign the form and send it back FFS. Not really seeing what the problem is here?
TBH I've been using WW for about 6 months and had a number of claims approved without any major issues. I think you might just be overcomplicating things.
TBH I've been using WW for about 6 months and had a number of claims approved without any major issues. I think you might just be overcomplicating things.
Edited by SWoll on Thursday 16th February 16:27
I'm pretty sure I have seen you post this on BmwLand.
WarrantyWise iirc.
As above sign the forms and get them sent back.They will then decide if you are covered or not for what parts have failed.
As it is don't get so hung up on if they are covering the part or not because at this time they aren't prepared to move until they receive the signed documents.
Not all Third party warranty companies are bad and evil.I was with AA gold for 2 years and claimed 3x the actual amount the warranty cost with no problems.
They have since been taken over/merged with car protect and whilst I read bad about car protect people were saying bad things because they were genuinely imo attempting to claim for items that are classed as wear and tear.
I recently had to claim with car protect and my first ever claim with them.Total bill was £475 give or take a few pence.I had to pay £75 excess (AA used to have you pay for all diagnostics so not much difference there) and 30 odd quid for a brake sensor that would not be covered.The rest they picked up.So all in not a bad experience.
Get the documents signed and returned then discuss the cover of part(s) your car needs.
WarrantyWise iirc.
As above sign the forms and get them sent back.They will then decide if you are covered or not for what parts have failed.
As it is don't get so hung up on if they are covering the part or not because at this time they aren't prepared to move until they receive the signed documents.
Not all Third party warranty companies are bad and evil.I was with AA gold for 2 years and claimed 3x the actual amount the warranty cost with no problems.
They have since been taken over/merged with car protect and whilst I read bad about car protect people were saying bad things because they were genuinely imo attempting to claim for items that are classed as wear and tear.
I recently had to claim with car protect and my first ever claim with them.Total bill was £475 give or take a few pence.I had to pay £75 excess (AA used to have you pay for all diagnostics so not much difference there) and 30 odd quid for a brake sensor that would not be covered.The rest they picked up.So all in not a bad experience.
Get the documents signed and returned then discuss the cover of part(s) your car needs.
The only loop holes in pretty much any third party warranty is: Wear and tear items and if it's deemed that the problem you have could be made worse by continuing to drive the car they will request you do not drive the car and you MUST have the car towed or transported to the garage.They will in this case ask the garage if the car was driven.If you did then tough luck you won't be covered.
With my claim I had traction control and DSC failure and the car could be driven as stated in the car's handbook.They did ask if the handbook says can the car be driven or not.They were happy for the car to be driven.No doubt they did check if this was true.
I think you may be making this a bit more harder work than it should be tbh.They have taken money so a warranty is in place,they can't act on that warranty until they get the signed documents within the policy cancellation time which could be 14 or 28 days.Mine was 28 days.
With my claim I had traction control and DSC failure and the car could be driven as stated in the car's handbook.They did ask if the handbook says can the car be driven or not.They were happy for the car to be driven.No doubt they did check if this was true.
I think you may be making this a bit more harder work than it should be tbh.They have taken money so a warranty is in place,they can't act on that warranty until they get the signed documents within the policy cancellation time which could be 14 or 28 days.Mine was 28 days.
Edited by Panda76 on Thursday 16th February 17:24
I have requested them to send the T&C's to me via email as I am currently on vacation.
Once reviewed them and hopefully find there are no loop holes, I will reply my confirmation of accepting the terms and conditions and await their response.
At least by doing this I may be able to find out any obvious loop holes, if any.
Once reviewed them and hopefully find there are no loop holes, I will reply my confirmation of accepting the terms and conditions and await their response.
At least by doing this I may be able to find out any obvious loop holes, if any.
Chris101 said:
I have just had an email response from them -
....or a email to be sent stating you accept our terms and conditions.
Why don't you just send the email they're asking for?....or a email to be sent stating you accept our terms and conditions.
Chris101 said:
I have requested them to send the T&C's to me via email as I am currently on vacation.
Once reviewed them and hopefully find there are no loop holes, I will reply my confirmation of accepting the terms and conditions and await their response.
At least by doing this I may be able to find out any obvious loop holes, if any.
So you've had the policy for a month but now you're faffing about wanting to read the T's & C's? Once reviewed them and hopefully find there are no loop holes, I will reply my confirmation of accepting the terms and conditions and await their response.
At least by doing this I may be able to find out any obvious loop holes, if any.
Deva Link said:
So you've had the policy for a month but now you're faffing about wanting to read the T's & C's?
No, I read them at the beginning but I have re-requested them to read on the grounds that are present now.Considering how things have gone, I would like to re-read and im in a position to, am I not?
Chris101 said:
No, I read them at the beginning but I have re-requested them to read on the grounds that are present now.
What grounds? That they won't progress your claim as you never accepted the T's & C's?Chris101 said:
Considering how things have gone, I would like to re-read and im in a position to, am I not?
Well yes, but it's not going to help move things along. To be honest, as you made a claim 2 weeks into the warranty, it's hardly a surprise that the warranty company would want to dig into this.This was the advise given by TS that I am following.
The checks were already complete - I sent full service history, recent MOT and had an inspector come out to inspect the car.
I appreciate making a thorough check but its taken them 10days to do all the necessary checks to turn around and reject on an unsigned document that was advised by the sales rep not to send back in the first place.
Then to be told to re-sign the document and send to them as I have emails proving my case....
The checks were already complete - I sent full service history, recent MOT and had an inspector come out to inspect the car.
I appreciate making a thorough check but its taken them 10days to do all the necessary checks to turn around and reject on an unsigned document that was advised by the sales rep not to send back in the first place.
Then to be told to re-sign the document and send to them as I have emails proving my case....
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