Insurers Need to be Clearer About the Cover They Provide
Discussion
Philv8s said:
I think I got lucky replacing my windscreen last year as the computer didn’t recognise my car model (Alpina) so I pointed the call handler to BMW to clarify what was required.
Without specifying or paying a premium I got an OEM screen fitted. The installer was surprised that I was getting a genuine BMW screen without asking for it specifically.
This is another one. If the policyholder insists or even requests an OE part, some insurers say there will be a supplement to pay. This needs to be stated in the policy. Indemnity is - or should be - assumed as like-for-like. Without specifying or paying a premium I got an OEM screen fitted. The installer was surprised that I was getting a genuine BMW screen without asking for it specifically.
On the point of OEM screens vs a pattern part replacement, I had a bit of row with autoglass regarding this, my F80 M3 was 2 years old and the screen needed replacing, they brought non BMW screen and I said no, the fitter argued my car was old so what's the issue (WTF?) I told him to go away and bring back a BMW screen as the car was still in warranty so needed a BMW screen, eventually they agreed. It pays to stand your ground sometimes.
Wills2 said:
On the point of OEM screens vs a pattern part replacement, I had a bit of row with autoglass regarding this, my F80 M3 was 2 years old and the screen needed replacing, they brought non BMW screen and I said no, the fitter argued my car was old so what's the issue (WTF?) I told him to go away and bring back a BMW screen as the car was still in warranty so needed a BMW screen, eventually they agreed. It pays to stand your ground sometimes.
Standing you ground is one thing but if you have a policy where it states use of aftermarket/pattern parts, you're legally obliged to stand back down and take it like a man. Great thread, thank you for posting.
I had a windscreen replaced on a previous car after an owl didn't see me coming at motorway speeds, and I can't remember which company fitted it but they appeared to have made it by hand in a shed at the bottom of the garden - it was like looking through a wibbly-wobbly pane of glass in a 15th century church. Not happy.
I had a windscreen replaced on a previous car after an owl didn't see me coming at motorway speeds, and I can't remember which company fitted it but they appeared to have made it by hand in a shed at the bottom of the garden - it was like looking through a wibbly-wobbly pane of glass in a 15th century church. Not happy.
V8RX7 said:
I agree they need to be clearer, the last few have refused to send any policy details until you have taken out the cover !
However in 30+ years of driving I've only needed one replacement screen so really don't care if it's covered, much less who fits it.
Similar length of time, never needed one.However in 30+ years of driving I've only needed one replacement screen so really don't care if it's covered, much less who fits it.
I worked for Autoglass for 6 months despatching technicians. I think we probably had 1 complaint a fortnight, if that. As a percentage of jobs completed I reckon it was pretty small.
Pothole said:
Similar length of time, never needed one.
I worked for Autoglass for 6 months despatching technicians. I think we probably had 1 complaint a fortnight, if that. As a percentage of jobs completed I reckon it was pretty small.
Have you seen the visitor posts on their FB page? I worked for Autoglass for 6 months despatching technicians. I think we probably had 1 complaint a fortnight, if that. As a percentage of jobs completed I reckon it was pretty small.
In terms of jobs dispatched v disgruntled customers it must, naturally, still be a small percentage.
Glassman said:
Standing you ground is one thing but if you have a policy where it states use of aftermarket/pattern parts, you're legally obliged to stand back down and take it like a man.
I think it was the fact that it was within the factory warranty that forced them to replace like for like, they didn't do it because they liked me. That was with Aviva as the insurer.
If, in the event of a claim, you are directed to 'A N Other Windscreens', and it turns out they have a poor Trust Pilot score, given the choice you probably wouldn't be too keen to use that company (especially if 60% of their reviews were rated poor).
Yet an insurance policy will stipulate you must use (as agreed) to use them or pretty much pay for the damage yourself if not.
I had this with a customer very recently. He needed a new windscreen for his 997 and did not want any issues. As it turned out his policy directed him to what he had accepted; as far as he knew at the time it was what he understood to be a broad term under 'windscreen cover'. In the policy breakdown he later discovered that the cover was subject to him using the nominated repairer (if not the most the insurer would contribute is £150). When he researched this (well known) windscreen company, he found their reviews were enough to scare anyone. Had he known before policy inception that this would be the case, he may have asked for the restriction to be lifted or perhaps even look for an alternative underwriter.
Yet an insurance policy will stipulate you must use (as agreed) to use them or pretty much pay for the damage yourself if not.
I had this with a customer very recently. He needed a new windscreen for his 997 and did not want any issues. As it turned out his policy directed him to what he had accepted; as far as he knew at the time it was what he understood to be a broad term under 'windscreen cover'. In the policy breakdown he later discovered that the cover was subject to him using the nominated repairer (if not the most the insurer would contribute is £150). When he researched this (well known) windscreen company, he found their reviews were enough to scare anyone. Had he known before policy inception that this would be the case, he may have asked for the restriction to be lifted or perhaps even look for an alternative underwriter.
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