Campervan self-drive hire insurance issue

born2bongo

Hi
We recently hired a motorhome through a company specialising in this. We knew there was an excess to pay in the event of damage, and there was no option to take out collision damage waiver insurance.

The worst happened while we left the van parked in a car park and we were gutted to realise we had to pay the excess. What we didn't expect was a bill for 50% more than the excess.

The invoice is itemised, and includes the excess, loss of income during repair, costs of taking the vehicle to be repaired, a £200 Admin fee for the insurance claim and a credit card fee. The invoice was enclosed with a quote for repair, which was only slightly greater than the excess. Buried in the small print is reference to associated costs. My questions are:

1. Shouldn't their insurance policy include these costs?
2. Isn't there some kind of legislation around what is a reasonable charge (I'm thinking of the 'Admin' charge)?
3. Should we write and say we are prepared to pay the excess only, or we will put the whole amount in dispute?
4. Should we tell them we do not want to pay it by CC; tell the card company not to accept the debit, and send them a cheque for the excess only?
5. We have the policy number and details. Should we make our own representations to the insurance company?

I guess we feel that the insurance company has probably not been involved, given the size of the quote for repair, and that the company is using the opportunity to make more money out of us. If we do have to pay the massive admin charge, do we have a right to see the paperwork we are paying for? The van owner told us that there are no imminent bookings, so it galls us that they are also adding on 4 days 'loss of earnings'. Can we ask for proof of this loss?

Totally aside to this, we paid an extra amount because we were taking the van to Europe. Although it wasn't pointed out at the time, we were responsible for providing the equipment needed to make it legal in Europe. When we checked the small print it told us to buy it at the ferry port. This feels pretty unreasonable, but while we could just about accept the need to buy a warning triangle, first aid kit and high-vis vests, surely spare headlight bulbs should have been included? They were not. Did they not have a duty of care to point this out to us in time to purchase the bulbs and other items, rather than leave us to wade through a hefty hire agreement?

Sorry about the length of the letter. Just trying to give you all the information I can think of at the outset. Thanks in advance.

gordikin

With car insurance there is often 2 excesses...a compulsary one and a voluntary one...could that be the problem?

born2bongo

I don't think so, gordikin. It's quite clear from their wording that they are using 'associated costs' , not a second excess. I don't seriously think the insurance company has been notifiied,

The contract is sufficiently woolly and the terms strict enough to allow them free access to our credit card..

I am going to challenge them on the points I mentioned. If anyone has got anything weighty to add, I would like to hear it

TIA
B2B

Takoda

Which company was it?

born2bongo

Hi Takoda
Sent you a pm in answer
Thanks in advance