Warranty Issues
Discussion
We have a Disco 4 2011 reg, which we have owned for 6 months with no issues.
On purchase of the Disco we also took out a warranty.
Starter Motor has just gone and I have submitted a claim to the warranty company.
When the car was bought it had just had MOT and Service and we had the free health check with the warranty company and passed with no issues.
Now that we have put in a claim, the warranty company have asked for the service book, which has been copied and uploaded, but they are also asking for all receipts for work done on the car including services before we have owned it.
Not a request or stipulation from them when we took the policy out.
We did lots of research at the time and they came out one of the best, but asking for receipts for 12 years pre our ownership when the book is stamped etc, seems ridiculous.
Anyone else had any issues?
On purchase of the Disco we also took out a warranty.
Starter Motor has just gone and I have submitted a claim to the warranty company.
When the car was bought it had just had MOT and Service and we had the free health check with the warranty company and passed with no issues.
Now that we have put in a claim, the warranty company have asked for the service book, which has been copied and uploaded, but they are also asking for all receipts for work done on the car including services before we have owned it.
Not a request or stipulation from them when we took the policy out.
We did lots of research at the time and they came out one of the best, but asking for receipts for 12 years pre our ownership when the book is stamped etc, seems ridiculous.
Anyone else had any issues?
Moderator edit: no naming & shaming please
Thanks everyone for your comments, I have continued the messaging to the warranty company, factoring in the advice given.
Current status is that despite emails from myself advising them I had sent the service book photos on the chat as requested, and many chat messages where I re-iterated that, and can see them on the chat,
I have now been asked to send in the photos by email as they have not received them and appears they have not acknowledged that I have kept advising them they have them.
I will keep pursuing it but for a premium warranty cover in regard to cost, it is one of the more expensive ones, not great service up to now.
Current status is that despite emails from myself advising them I had sent the service book photos on the chat as requested, and many chat messages where I re-iterated that, and can see them on the chat,
I have now been asked to send in the photos by email as they have not received them and appears they have not acknowledged that I have kept advising them they have them.
I will keep pursuing it but for a premium warranty cover in regard to cost, it is one of the more expensive ones, not great service up to now.
Further update - Still no response from the warranty company, they have had the service book copies since the 30th May, the quote was sent 3rd June, I just keep being told it is with the engineer.
The starter motor is named in the policy as being covered and the the requirement to provide a service history has been met, but no confirmation that the claim will be met and other than my emails chasing and a standard response that it is with the engineer no further update.
We took the policy out thinking this was one of the better companies although expensive, unfortunately just looks like we are paying more to be messed around.
I have sent an email to the complaints email and the standard automated response is that they will respond within 10 working days.
I will keep pursuing but this service is very poor
The starter motor is named in the policy as being covered and the the requirement to provide a service history has been met, but no confirmation that the claim will be met and other than my emails chasing and a standard response that it is with the engineer no further update.
We took the policy out thinking this was one of the better companies although expensive, unfortunately just looks like we are paying more to be messed around.
I have sent an email to the complaints email and the standard automated response is that they will respond within 10 working days.
I will keep pursuing but this service is very poor
Moderator edit: no naming and shaming please
poo at Paul's said:
Why don’t they ask for what they supposedly need up front then, and if it’s not good enough, refuse to cover…?
(Obvious answer is obvious!)
I have raised this with them, but along with all my other emails, they haven't responded to anything I have raised other than a standard holding response.(Obvious answer is obvious!)
Edited by poo at Paul's on Wednesday 7th June 11:28
Today's email from them has just come through.
Asking for service history and receipts.
Feels like Groundhog Day.
Despite sending the service book copies on chat and then email as they requested, we are back to the day 1 request.
Off to go to trustpilot and any other form I can find to give feedback on the warranty
Asking for service history and receipts.
Feels like Groundhog Day.
Despite sending the service book copies on chat and then email as they requested, we are back to the day 1 request.
Off to go to trustpilot and any other form I can find to give feedback on the warranty
I did raise the question about why the service history was required for a starter motor but they didn't respond.
They have now had copies of the stamped service book 3 times, I can't get past the request for the service history to even move onto them accepting or declining the claim.
Just put factual review on Trust Pilot. It's not live yet but there are recent 1 star reviews.
There is no reason for them not to pay out based on what is written in the policy so think we will be stuck at this stage forever.
I have raised a complaint to the warranty company in addition to all the emails but with a timeline of 20 working days for a response, will be a while yet for them to decline the claim and I can go to the ombudsman.
They have now had copies of the stamped service book 3 times, I can't get past the request for the service history to even move onto them accepting or declining the claim.
Just put factual review on Trust Pilot. It's not live yet but there are recent 1 star reviews.
There is no reason for them not to pay out based on what is written in the policy so think we will be stuck at this stage forever.
I have raised a complaint to the warranty company in addition to all the emails but with a timeline of 20 working days for a response, will be a while yet for them to decline the claim and I can go to the ombudsman.
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.
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.
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.
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.
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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