Send the Invoice to My Insurer
Discussion
Glassman said:
A bit of an awkward one. Awkward because my intention was to be helpful to my customer but I think he's either not respecting/understanding my position, or he's just being an arse about it.
Customer ( 'Josh' ) requested a quote. I provided an estimate. Josh came back and said that his insurer had agreed. I'd already explained at the time of providing an estimate that it would be a pay and reclaim scenario. We proceeded on that basis. He said that he had an email from his insurer to confirm all this. The work went ahead and was completed without any issues until it came to payment.
I presented Josh with the invoice and he said I should send it to his insurer. I politely explained there was no authority (from the insurer to do this) and therefore no contract, so he would have to stick to the original plan: pay the invoice and his insurer would reimburse him (I know the insurer and they usually pay within several days). He resisted this and showed me the email they sent him:
"Our engineers have confirmed that the costs from Glasstec appear to be fair and reasonable and we are happy to authorize the [estimate value] less your non-approved glass excess.
"Please forward a copy of the repair invoice to [windscreen claims address] quoting your reference number."
Again, I tried to explain that this was an email to him and that my interpretation of it did not align with his. However, in an attempt to continue to deliver good customer service, I followed his instructions and sent his insurer the invoice. This was about three weeks ago. To date, I have not received any communication from the insurer. I asked Josh to give them a nudge and at this point he turned a bit obnoxious and said that he had a lot of pressure at work which meant he had little time to be chasing an invoice on my behalf. I've remained calm throughout this toing and froing despite him not giving me any impression that he actually wants to help. Benefit of doubt and all that, I am still being patient and hence ask the question: can any of this be binding in the circumstances? Is there some kind of authority by proxy?
I just hope Josh sees sense before I'm forced to take a firmer approach.
Is Josh a PH member?Customer ( 'Josh' ) requested a quote. I provided an estimate. Josh came back and said that his insurer had agreed. I'd already explained at the time of providing an estimate that it would be a pay and reclaim scenario. We proceeded on that basis. He said that he had an email from his insurer to confirm all this. The work went ahead and was completed without any issues until it came to payment.
I presented Josh with the invoice and he said I should send it to his insurer. I politely explained there was no authority (from the insurer to do this) and therefore no contract, so he would have to stick to the original plan: pay the invoice and his insurer would reimburse him (I know the insurer and they usually pay within several days). He resisted this and showed me the email they sent him:
"Our engineers have confirmed that the costs from Glasstec appear to be fair and reasonable and we are happy to authorize the [estimate value] less your non-approved glass excess.
"Please forward a copy of the repair invoice to [windscreen claims address] quoting your reference number."
Again, I tried to explain that this was an email to him and that my interpretation of it did not align with his. However, in an attempt to continue to deliver good customer service, I followed his instructions and sent his insurer the invoice. This was about three weeks ago. To date, I have not received any communication from the insurer. I asked Josh to give them a nudge and at this point he turned a bit obnoxious and said that he had a lot of pressure at work which meant he had little time to be chasing an invoice on my behalf. I've remained calm throughout this toing and froing despite him not giving me any impression that he actually wants to help. Benefit of doubt and all that, I am still being patient and hence ask the question: can any of this be binding in the circumstances? Is there some kind of authority by proxy?
I just hope Josh sees sense before I'm forced to take a firmer approach.
Edited by Glassman on Monday 22 June 09:26
Has he paid the excess? 'Cos you're going to have to get that off him directly.
I'd say he's beyond being an arse, he's got you to do work by deception. I had some nearly-new diamond wheels smart repaired after slight scuffing by Costco - I wanted a minimum impact repair - couple of young lads with the own mobile business did it. I was gobsmacked when they suggested they'd invoice Costco direct. I said no, as I didn't want to chance them being messed around.
I'd say he's beyond being an arse, he's got you to do work by deception. I had some nearly-new diamond wheels smart repaired after slight scuffing by Costco - I wanted a minimum impact repair - couple of young lads with the own mobile business did it. I was gobsmacked when they suggested they'd invoice Costco direct. I said no, as I didn't want to chance them being messed around.
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