Insurer refusing to pay full windscreen replacement claim

Dodgybloke

Last month, a stone chip kicked up by a lorry hit my windscreen on a dual carriageway. Subsequently a large crack formed on the windscreen. I have comprehensive insurance so I called my insurer to arrange to have the windscreen replaced. I paid the £50 excess and the windscreen was replaced.

A couple of days ago, I got an invoice from RAC windscreen. I'm being charged for "Ceiling-Limit-Excess"

I phoned RAC and they told me that my insurer is refusing to pay the full balance of the replacement. I've asked RAC to despite this with the insurer (who appear to be under the budget umbrella).

Question, has anyone else experienced this? Can a insurance company do this with comprehensive cover? I did scan the T&Cs before buying the policy. But if it was an exclusion, I could of missed.

The windscreen is a Ford quick clear type. So they are expensive. But I do make a habit of asking about the windscreen cover too when getting quotes. I suspect the insurer is trying it on. Opinions welcome

I did a windscreen replacement with my last insurer (another crack) and had no problems

Quentin

There is usually a limit for windscreen repairs not carried out by the insurer's approved company.

Did the insurer instruct RAC, or did you?

Dodgybloke

I phoned the insurer. They instructed RAC to proceed with replacement. So, it was the approved company. Plus they knew upfront that was a quick clear windscreen as I told them so.

I acted as I should have.

Andy_L

Dodgybloke wrote: »

Last month, a stone chip kicked up by a lorry hit my windscreen on a dual carriageway. Subsequently a large crack formed on the windscreen.

This may be the cause of the dispute. How long was it between the stone chip & the crack. If, say, you left it for a fortnight & the crack happened they probably feel that had you got the chip repaired after a couple of days the crack wouldn't of happened & thus they could have repaired rather than replaced.

Dodgybloke

The crack happened the same day. I got to work at 9 where there was no crack. At half 5 when leaving work there was the large crack. So, even if I phoned at 9:01, the earliest fix could of been done is the next day. So I can't see that being an issue.

I acted promptly. This is a case of the insurer being silly so and sos'

dunstonh

chips and cracks are treated differently by insurers. chips usually incur no charges but cracks often result in an upper limit and/or excess payment being required (depending on insurer)

Quentin

You will probably find that you signed an agreement with RAC that if they don't get reimbursed by your insurer, then you will pay them direct.

If that is the case, then it is probably up to you to dispute the matter with your insurer.

Ask them on what grounds they have taken this action (assuming there is no reference to this "ceiling" in the policy) - and appeal if they are using grounds you knew nothing about.

Dodgybloke

OK thanks dunstonh. I've not had a chance to have a look at the T&Cs this evening. I've not had a chance to look since getting the invoice. I do ask questions about the windscreen cover upfront, but never previously realised there could be a upper limit (as I mentioned before, I did claim without issue with the previous insurer). So effectively they did answer the questions I asked. The questions were possibly generic enough to omit details about the upper limit in the answer

Dodgybloke

While I don't have access to my T&C book, I decided to use the IBuyEco (my insurer) website to try and access T&Cs. I've managed to get to the key facts page (I do realise that it's key facts to a new quote, possibly not what currently applies to me). What I have discovered is the following regarding the comprehensive cover:

"Unlimited windscreen and other glass replacement or repair - subject to excess. (See details of cover.) "

Potentially there maybe a difference, but it's given me a little bit of food for thought. Looks like the devil may well be in the detail, but I'm hopeful.

lisyloo

It sounds like you did everything right to me and were a lot more thorough than most people.
Let us know how you get on as it's always useful for people to know what to look out for up front.