Insurance. When Comprehensive isn't.

[Elliott653]

I insure my car with that big grocer with the blue stripy bags. I have, according to my policy statement "Comprehensive" cover.

I've had to have a new windscreen installed. I phone the installers, paid the £75 excess and dropped the car off. An hour ago, I received a call from them saying that the blue stripy people have turned down the claim as I am not covered.

I called them to remonstrate. But, their stance is that 'Comprehensive' is not "Fully Comprehensive" and that as I bought the policy online, I should have noticed that windscreen replacement was excluded.

I did ask them how a comprehensive policy can in some circumstances not be comprehensive. They replied that I had bought an agreed value policy and then they referred me to my policy document.

Now, I'm old enough to know that you can't really win these battles and so I am resigned to paying the £1300 for the windscreen. Ultimately, it is my fault for not reading the small print.

However, the blue stripy bag people have obviously lost out come renewal time. They won't be getting my one thousand pounds. And, if my sorry tale can persuade just one of you not to use them this year, then I shall claim a Pyrrhic victory. A draw, if you will.

So, remember when it comes to the blue stripy bag people, Comprehensive does not mean what it says in the dictionary.

"Every little helps".

 

[hodroyd]

Elliott,
Sad story mate, I can't abide people using this kind of ploy, but so many do nowadays. You just have to read the small print unfortunately and we are all guilty of being too trusting.

So what you are really saying is that TESCO have misleading wording..??
Cheers
R

 

[Parisien]

Thats very annoying.........sorry to hear it.

2nd hand screens available?


P

 

[Elliott653]

Windscreen already out when national windscreens checked. They said theyve nver heard of this.

 

[Parisien]

Ombudsman issue.......the ultimate in sharp practice.............................take them down Elliott.................................


P

 

[lozcb]

David askew or James Pumo at eurospares Elliot , should pay around the £400 mark for a good used one, might help limit the wallet emptying



regards loz

 

[JDM]

blmey, that's good to know! Just because of this, I wont even bother getting a quote from tesco and will check forthcoming policies in greater detail!

 

[hodroyd]

Loz,
That's great information mate.
Cheers
R

 

[Elliott653]

Thanks for the heads up with second hand screens. But the new one is in. Oh well, it's only money. Tesco have now lost me and my family as customers for ever. That will amount to far more than £1300. I take some solace from that.

 

[TridentTested]

Thanks for the info. I'm in the process of comparing quotes for renewal this month and that is sobering to know.

My broker - Stuart Collins, whom I have used for a few years and am very happy with - just can't get down to the internet quotes I've received, £300 more than Privilege. Having had terrible customer service from the ones with the green logo who spell their second word incomprehensibly with a '>' I swore I would never use an Indian call-centre out-sourced virtual insurer again. Now I'm just trying to decide how much I'm willing to pay for a human at the end of the phone and clear policy wording.

Your salutary story is helping me make up my mind.

 

[Brendan]

Just renewed family car insurance. Noticed that if you use anyone else from their garage for repairs there is another £250 xs on top!

 

[hodroyd]

Seems like the world runs on small print, it might be a case for taking someone to task on unfair terms & conditions.

 

[Elliott653]

I'm kicking myself as I had a chance to get my old windscreen put back in and then sourced a second hand one. Instead, I foolishly let them put the expensive one in. I think I was so angry that I didn't think it through. Anyone know how messed up a new screen would be if I asked National Windscreens (who are goodies in this tale) to take the new one out and return it to the manufacturer? Would the bonding mastic ruin it? Or can it be removed?

 

[Parisien]

Yeah Elliott, can understand your angst......and when you are upset...normal thought processes get side lined.....no idea about returning a windscreen....all you can do is ask

I still think you should report them...to ombudsman


P

 

[Elliott653]

I've been thinking about the events that lead me to this situation. Something wasn't right. Then it struck me. This thing started a month ago and I've been flying about here and there in the meantime and had forgotten about what actually happened when I first noticed the crack.

So, just a moment ago, I phoned the stripey bag people and I may have a case for being mislead as they sent me to National Windscreens as their approved installers and then NW were informed that there was a £75 excess charge on the policy. They phone me to tell me that figure and I paid that over the phone by credit card and so I would be right to assume that I was covered. It was only after the work had been started that the claim was turned down.

My case has been handed over to their dedicated Windscreen complaint department (yes, they really have one) I should hear within the next 48 hours.

I shall update as and when.

 

[hodroyd]

Elliott,
Definitely take them to task on that one mate, they have either taken money under false pretenses, or drastically mislead you. I think this demands a threat of the insurance ombudsman if they do not sort out this mess. BEST OF LUCK.
Cheers
R

 

[Elliott653]

I'm meant to pick up the car tomorrow at midday from National Windscreens. I'm not sure how to play this as I assume NW will want me to pay for the work before releasing the car.

I am in now dispute with blue stripey bag. So, I'd rather not be out of pocket and trying to get my money back from them. I could refuse to pick it up until the issue is resolved. It is a weekend car.

This may concentrate both stripey and NW's minds.

 

[2b1ask1]

I think they have wriggled out of it when NW have told them the price at nearly 4 x what they would normally pay on a mainstream car; I think you have a case for being mislead into paying the excess = it implied cover...

 

[hodroyd]

Spot on Newton, go for the throat Elliott,ask Tesco if you should hire a car at their cost if NW refuse to let you collect.

 

[Elliott653]

My point will be that I was led to believe that I was covered until the work had commenced and my original screen had bern removed..

I called Tesco who failed to tell me that I wasn't covered and instead referred me to National Windscreens. They in turn must havevphoned Tescos to be informed that there was a £75 excess on the policy which they told me about and took my payment, leading me to believe that I was covered. I was told by NW that there may be a problem when I dropped the car off. But, that it would be sorted out.

When NW called me yesterday to tell me that Tesco had declined to pay I asked them about how far they'd gone with the work. They had already removed my screen and put the new one in.

Had I been declined when I first contacted Tescos I would have had the option to a) Do nothing as I will be selling the car. Or, b) Bought a second hand screen for £400 and had it fitted by PHer Glassman who lives not a half mile from me.

I was not informed until it was too late.