Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@. Skimlinks & other affiliated links are turned on

Search
  • FIRST POST
    Tight Git
    UK Assistance - Anyone used them?
    • #1
    • 16th Dec 06, 6:35 PM
    UK Assistance - Anyone used them? 16th Dec 06 at 6:35 PM
    Whilst on holiday last month, we were burgled.......
    The b&*^~rds took all our jewellery, laptop, mobiles and every scrap of ID belonging to my wife. Total claim was for just under 4000.
    A company called UK Assistance has been appointed by Direct Line to handle the claim, and are coming to see us next week.
    What do they do? The policy was new for old, so will UK Assistance replace items? But what happens about the jewellery that can't really be replaced. Will we get a cheque for the rest?
    Loads of questions I know.....
Page 1
  • jonesMUFCforever
    • #2
    • 16th Dec 06, 7:16 PM
    • #2
    • 16th Dec 06, 7:16 PM
    First of all register your wife's details with CIFAS to prevent them using her ID to open accounts and apply for credit.
    Make sure that any mail that you are expecting arrives! ie somebody does not use mail re-direct to get hold of goods etc ordered in her name.

    As for your claim I do not have any experience of this but wish you well with your claim.
    What goes around - comes around
    give lots and you will always receive lots
  • hollie.weimeraner
    • #3
    • 16th Dec 06, 9:05 PM
    • #3
    • 16th Dec 06, 9:05 PM
    Not used UK Assistance for house insurance claims but they handled part of a car claim after an accident 2 years ago when OH had her car written off. They were OK and kept us updated.

    I would think that they are just the intermediary that your insurers use to handle the claim. Personally I would be ready to "head them off at the pass" with a full list of items missing or damaged and replacement values (with original receipts if possible). If the item you are claiming for is not manufactured any more try and find the current day equivalent. Just remember that they are being employed by your insurer to handle the claim. There has to be something in it for them and there aim will be to minimise your claim as much as possible (cynical but true).

    They may query jewellery values and it will help if you can provide photographs and receipts. You may be advised to visit a decent local jeweller and get estimates for replacing the items you had.

    Good Luck
  • Barnei
    • #4
    • 17th Dec 06, 2:15 PM
    • #4
    • 17th Dec 06, 2:15 PM
    UK Assistance is a division of RBS Insurance, whom is the owner of Direct Line, they deal with aspects of claims handling in house for the company such as they have UK Assistance accident repair centres and UK Assistance Claims Inspectors/Investigators, No need to worry at all as if there are any problems Direct Line would sort it out.
  • Tight Git
    • #5
    • 19th Dec 06, 9:22 AM
    • #5
    • 19th Dec 06, 9:22 AM
    Thanks for the information and tips. It's always better to know who's coming knocking at the door......
    The wife's registered with CIFAS and we have had fork out for eqifax reports at £6 a month for a year. Going to try and get Direct Line to pay for it. Not holding out much hope though.
  • Astaroth
    • #6
    • 19th Dec 06, 11:17 AM
    • #6
    • 19th Dec 06, 11:17 AM
    As already pointed out, UK Assistance is simply the "unbranded" name for the non-office based aspects of RBS Insurance claims - when Direct Line/ RBS bought Churchill it became difficult with Churchill customers being sent to Direct Line Accident Management centres of Tesco customers to Churchill Accident Repair Centres and having to explain that they are all owned by RBS but yet maintain distinct underwriting etc

    The person coming round will be similar to a loss adjuster. Generally they will be generally checking out the overall aspects of the claim (eg if you stated that all windows have key operated locks and doors 5 lever mortise locks that this is the case) and also get a detailed list/ proof of ownership of what has been taken/ damaged.

    They will then go away and write a report on their findings/ reasonableness of costs etc/ any further info that they think would be prudent to ask for which will go to the claims department who will then act on it.

    I do not know DLs current process but generally speaking, once they have agreed what is to be covered generally they will appoint approved suppliers to contact you to agree what they will provide you with... if they assess the value of your items was £1000 then you would get £1000 to spend at the supplier at their current retail value.

    Generally most insurers will provide alternative settlement methods but as this is at their discretion it will be at a lower value.... whilst you get £1000 to spend at H.Samuel or Goldsmiths clearly the insurer doesnt actually pay the company £1000 so obviously an alternative payment method is going to be no more than what the preferred supplier would get and more likely it would be less as it is in the insurers interest to "encourage" as many people as possible to use the suppliers and allow them to negotiate a bigger discount
    All posts made are simply my own opinions and are neither professional advice nor the opinions of my employers
    No Advertising or Links in Signatures by Site Rules - MSE Forum Team 2
  • Tight Git
    • #7
    • 20th Dec 06, 3:27 PM
    • #7
    • 20th Dec 06, 3:27 PM
    Thanks for the info Astaroth, especially the bit about approved suppliers.
  • Tight Git
    • #8
    • 23rd Dec 06, 12:42 AM
    • #8
    • 23rd Dec 06, 12:42 AM
    Right, the loss adjuster has been and appoved the claim.
    He did a security assessment and told me that we will have to beef up the locks on our upvc door otherwise the insurers might not pay out if there was another break. Cost about £100 which we will have to find. Along with £360 for a burglar alarm and £75 for a safe we have installed.

    Direct Line will not fork out for replacing any of the documents, so we are £200 down already. Aparently it's in the small print.

    The total claim was for £4150, taking into account the document deductions, he was willing to give us a card loaded with £3950 worth of credit for use at their approved suppliers such as H Samuel etc.
    Fair enough, but the stuff that was taken is of a high quality (not knocking H.Samuel), so I wanted to go to the same jeweller we have always used, who is a local specialist, not on their list.

    He was willing to give us £3298 as a cheque. I was advised it was company policy to deduct about 20% in such cases.

    Can I haggle him up, or am I likely to be banging my head aginst a brick wall, and simply causing a delay?
    The policy is new for old, and I could do with the money asap so I can make use of the sales in January
  • mattymoo
    • #9
    • 23rd Dec 06, 1:13 AM
    • #9
    • 23rd Dec 06, 1:13 AM
    Right, the loss adjuster has been and appoved the claim.
    He did a security assessment and told me that we will have to beef up the locks on our upvc door otherwise the insurers might not pay out if there was another break. Cost about £100 which we will have to find. Along with £360 for a burglar alarm and £75 for a safe we have installed.

    Direct Line will not fork out for replacing any of the documents, so we are £200 down already. Aparently it's in the small print.

    The total claim was for £4150, taking into account the document deductions, he was willing to give us a card loaded with £3950 worth of credit for use at their approved suppliers such as H Samuel etc.
    Fair enough, but the stuff that was taken is of a high quality (not knocking H.Samuel), so I wanted to go to the same jeweller we have always used, who is a local specialist, not on their list.

    He was willing to give us £3298 as a cheque. I was advised it was company policy to deduct about 20% in such cases.

    Can I haggle him up, or am I likely to be banging my head aginst a brick wall, and simply causing a delay?
    The policy is new for old, and I could do with the money asap so I can make use of the sales in January
    by Tight Git
    First off, it is virtually impossible to do any meaningfull upgrade to the security of a UPVC door. Retrofit kits are either a joke or require the complete replacement of the door locking mechanism.
    If your door has a mullti-point locking system then that should meet DL's security requirements.

    As for vouchers / cash alternatives, there was a ruling by the ombudsman on this in favour of policyholders.
    Take a look here
    http://www.financial-ombudsman.org.uk/publications/ombudsman-news/10/oct-repair-replace-cash.htm
    Last edited by mattymoo; 23-12-2006 at 1:17 AM.
  • Tight Git
    Thanks for the link. Very useful.

    The door is mulitpoint, having a total of 3 bolts one to the top, bottom and middle. Apparently this isn't enough as the other points are mushroom rollers, these should be claws - says the man....

    I've had a quick look round for locks, and yep, as far as I can tell you're right it's a complete lock replacement at about £100 for the parts.
  • mattymoo
    Then the guy is talking out his hat. Mushroom head multi-point locking systems are the standard for this type of door and DL are living in dreamland if they expect people to replace them with claw type.

    Claw types are normally only fitted on sliding doors in any event.
  • necrodeathhead
    My car was involved in a hit and run.The driver was caught and my car went to UK Assistance for repairs.They returned my car with the wheel still buckled.Its still at the repair centre and I have had no phone calls nothing from them.
    I personally dont rate them or Direct Line after was has happened.
  • thewrightlad
    When it comes to car insurance repair work uk assistance are shocking. They did such a poor job on my car, which with any other insurer would've been a write off. I was amazed at the blas! attitude of uk assistance the work was poor and communication worse. I then found out that uk assistance can afford to adopt this attitude as they were completing work on behalf Churchill , both of these companies being owned by RBS. Such a shame that churchill was taken over by RBS as there customer service has been impeccable. Now though they'll lose a customer in me.
  • dacouch
    RBS own a lot of the body shops they use as well...
  • john money
    UK Assistance - Anyone used them?
    I had accident (hit by 3rd party) on Friday night reported it Saturday to Privilidge (insurer).

    Monday morning had UK assistance calling me to repair car. By getting it recommended by insurance company the job would be spot on. How I was totally wrong car went back 3 times!! Still not fixed.

    Do not use them!
  • jimfsnow
    I was burgled, UK assistance actually gave a valuation on jewellery higher than my own jeweller! But... offer is either a voucher with restricted jewellers, or a cash offer with 25% deducted. Both are in flagrant breach of ombudsman's decisions, so that's the next step
    Last edited by jimfsnow; 23-11-2009 at 10:12 AM. Reason: typo
  • dacouch
    As you know the Ombudsmans rulings / guidance on the matter you should try ringing and speaking POLITELY to a superviser, refer them to the Ombudsmans view and ask them to reconsider. If this does not work send an "Official Complaint" and refer to this link.

    http://www.financial-ombudsman.org.uk/publications/ombudsman-news/10/oct-repair-replace-cash.htm
  • davemdavem
    A friend is just experiencing problems with UK Assistance/PIA Support re a household claim he has made.

    Without giving too much details, he provided 2 estimates both around the 10k mark and, eventually, DL said that the claim had been passed to this subsidiary to progress.

    Well, the current state is that this subsidiary has sent my friend a scope of works, detailing the all the works to be done and pricing the whole job at less than 3k !!!

    If my friend does not accept this and proceed using UK Assistance, then all he will receive from DL is the less than 3k amount .. meaning that he would have to find the best part of 7k to get the work done by a supplier of his choice.

    The quote/valuation of the total works is obviously not a commercial price and is intended to force claimants to use DL's subsidiary.

    The question is though .. is this legal ?

    I've shown the estimates to a quantity surveyor who agrees with my view that the valuation by UK Assistance is not commercially viable.

    Having had no experience of UK Assistance/PIA Support, are they a bunch of cowboys or is the valuation of the repairs sharp practice/scam to force claimants to use DLs subsidiaries ?

    And, any views as to how to proceed ? Obviously, if others have had experience (good or otherwise) of this subsidiary then comments will be welcome.

    I just wonder if the ombudsman has made previous rulings on this type of practice, bearing in mind it makes it impossible for the claimant to use their own supplier.

    Thanks.

    Dave.
  • vauxhall1234
    UK Assistance Accident Repair !!!
    My can was involved in an accident back in April ( no fault of my own) and I was told by Tesco insurance to take my car to UK Assistance in Longwell green Bristol.

    It had taken them over a week to replace a bumper and respray the back quater panel. when I received the car back, UK Assistance had sprayed the whole side of the car, masked the back window off (instead of taking it out) so leaving a lip of paint, the paint work was DULL and they still managed to miss part of the damage!!

    after I picked the car up again! this time they have managed to rip the inside cover near the back window. ( can they not do anything right?!?!?!) I told them that this needed to be replaced!

    so I picked the car up for the 3rd time only this time to notice that they had ripped the lining of the roof and the paint work was a different colour!!

    on thier "objectives wall" they quote "Put the customer at the heart of everything you do"

    DO NOT USE THEM!!!!!
  • sistaffs
    My car is due back on Monday from UK assistance through direct line following an accident.
    If the repair ie. colour match etc isnt spot on where do I stand with accepting the vehicle back. They are delivering it on a transporter to my house.
    If there are any problems can I refuse to take delivery?
Welcome to our new Forum!

Our aim's to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

5,286Posts Today

8,333Users online

Martin's Twitter