Insurance. When Comprehensive isn't.

[TridentTested]

I think there are two issues you need to separate.

(1) Your first question is still valid and should be pursued: when is Comprehensive, not? Get the small print out and read carefully. Regardless what the small print might try to squirm in there I would say there isn't a judge in the land who would disagree with windscreens being included in 'Comprehensive'. Take them to the Ombudsman or sue them in the Small Claims on this alone.

(2) You are right. Them telling you to take it to NW and pay the excess is a pretty clear instruction to proceed. Even if point (1) above was proved against you (which I doubt) by instructing you to proceed they must be accepting responsibility.

As to where to go from here. You could pay and sue for damages but you are probably right to refuse to take delivery, that will focus their minds. Also enquiring about a rental car at their cost might help.

You could also appoint your own Loss Assessor to work on your behalf. Insurance companies hate that because his fees come from their pockets. That would certainly help them to focus.

 

[Elliott653]

Thanks Michael. My missus is a lawyer. Though her specialty is Employment Law. She believes that I probably have a case too. At least my legal advice is in house and free.

 

[zagatoes30]

I have noticed, especially using comparison websites, you need to be very careful that they are actually quoting against the cover you request. I have noticed differences in excess, additional services (like windscreen cover), loan car, legal protectionetc are all creeping in as separate tick boxes that are ticked on some quotes and not on others. I normally uncheck everything but windscreen cover as my wife works in the legal profession so that service is covered. Windscreens can be expensive, how does over £3,500 for a remanufactured SZ screen make you feel.

In this case though I would have thought as they advised you to go to NW and they took the excess they have are on a sticky wicket to then tell you after the work had started that you were not covered. They should at least pay the difference between the cost you could have had it repaired for yuorself and that which NW as recommended by them charged.

Good luck

 

[Elliott653]

I've just had a phone call from Tescos telling me nothing new. In return, I pressed them as to why instead of telling me that I was not insured, they instead referred me to National Windscreens which if their preferred repairer. The woman had no answer to this. They are going to 'investigate'.

 

[TridentTested]

I pressed them as to why instead of telling me that I was not insured, they instead referred me to National Windscreens

Be careful with your terminology: 'referred' might be construed that they suggested you contact NW to see if NW could help you. That isn't what happened; they 'instructed' you to go to NW, which is a very different thing.

Make sure you keep repeating that point to them.

 

[Elliott653]

Be careful with your terminology: 'referred' might be construed that they suggested you contact NW to see if NW could help you. That isn't what happened; they 'instructed' you to go to NW, which is a very different thing.

Make sure you keep repeating that point to them.

Thank you for that.

 

[hodroyd]

Elliott,
I think this is one of those times when you tell them that they are responsible for the repair and ask them what the next step is. Tell them you have a solid case against them following legal advice and you await their decision. Then don't say anymore, they will probably record the call and you do not want to say anything that may harm your case, the odd wrong word can be damaging.
Cheers
R

 

[Birdcage]

Thank you for that.

Im would go as far as to say, and call there bluff and get in first and say that you already have the previous conversations recorded (even if you havent ) least that will also get them thinking and doing something immediately rather than letting it drag on and as stated press for that hire car or at the very least say you Will be hiring a car and be claiming the costs back from them if it goes legal



B

 

[Elliott653]

I shall call them this afternoon if I haven't heard before.

 

[hodroyd]

Elliott,
Best of Luck mate, hold your head high and be the boss of the situation.
Cheers
R

 

[Elliott653]

Elliott,
Best of Luck mate, hold your head high and be the boss of the situation.
Cheers
R

I spent much of my business life running a job buying company in London's East End. These goons do not intimidate me in the slightest.

 

[Grinzzz]

small print counts for nothing if it contradicts a headline feature of a service or goods, won't stand the reasonableness test. You're doing the right thing, never roll over for this sort of ****. I'd suggest definitely trying ombudsman route before small claims. Adds a bit of time to the process but costs you nothing, and compared to a few years ago they're beginning to distinguish between the actual law and common practice now!

Haven't read all thread but make sure you exhaust the internal complaints process first, make sure you exchange emails with whoever is on the FSA register as being the complaints honcho - get to that level and you've exhausted their internal process. Before going to ombudsman make them a reasonable offer to settle. My starting point on that is usually an offer that they pay the full value and I'll wave my costs incurred.

I absolutely detest when any company tries on the small print stuff with consumers, even more so when it's the sector I work in.

 

[Elliott653]

Well................................



I WON !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

I just had a phone call from Tescos apologising for directing me to National Windscreens for a replacement rather than informing me that I wasn't covered and confirming that they will honour the invoice and pay for my new windscreen.

Thanks everyone for your input and advice.

From now on I'm going to check everything. As my father says, "What's cheap can sometimes be very expensive".

 

[hodroyd]

Elliott,
Excellent news mate, well done that man...!!!
Cheers
R

 

[TridentTested]

Sweet



.

 

[Elliott653]

Thanks, I pick the car up tomorrow morning.

 

[2b1ask1]

Result for the little guy and common sense EXCELLENT Elliot

 

[TridentTested]

It's a good result for Elliot that he is getting his windscreen replaced for £75 but they are only doing so under duress because they instructed him to proceed before they read the terms of their own policy. They tripped themselves up.

It's bad news for anyone else with a Tesco policy who is blithely unaware their screen may not be covered. Tesco need to be taken to task on this. As Grinzzz eloquently puts it: small print means nothing when it contradicts headline service.

My policy is up for renewal soon - at least I know who I WON'T be going to

 

[Elliott653]

Oh, as far as I am concerned I'm going to get my £75 back. As I wasn't covered there is no excess charge.

 

[mondie]

Well done for getting it sorted Elliot, a level head and a little bit of angst left them nowhere to go but do the right thing