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Please Please help- TESCO car insurance WEDDING HELL
wesele
Posts: 5 Forumite
Briefly I am beside myself with despair and anguish, I am with my partner in Poland we were married this weekend(24/25). We are stuck at the wedding venue we haven't been able to take our honeymoon. We have fully comp car insurance for Europe and car breakdown insurance all through Tesco. Our vehicle was involved in a car accident on Thursday 22nd fortunately no one was seriously hurt. This was reported to Tesco insurance immediately twice(hours on the phone on hold etc to UK the Tesco euro assistance number 0080040006001 doesn't work!). My partner spent 6 hrs at the scene and the police station with his friend and her two children, Tesco did not help, promised call backs did not occur.
Friends and family took us to the wedding venue the car was moved and driven to a petrol station nearby where it became un-drivable due to a coolant leak.
Friday 23 Called Tesco again at 4pm no record of our calls! promised to arrange to get the european assistance to call back within 2 hrs to arrange everything.
Expected replacement hire car, vehicle towed to garage or arranged for repair or repatriated back to UK. Nothing happened all weekend over the wedding we were worried but it was our big day we had to put it behind us and enjoy our wedding and the guests that had come to visit.
Monday nothing until Lunchtime. Informed that the car could be repatriated but not us, no hire car would be provided any of our belongings would not be safe in the vehicle. Explained we have breakdown cover with car hire, why couldn't they either delay repatriation till the following weekend so we could have our honeymoon and travel back to the UK then or arrange to fix the vehicle this week.
Too-ing and fro-ing all afternoon. Upshot car not covered under breakdown insurance because of accident no 'finest' car available under car insurance or breakdown insurance.
Finally settled due to the stress and pressure of it all to have the car towed to a safe place where at our expense to be possibly reclaimed temporary repairs can be carried out to enable us to drive back to the UK where the vehicle will be repaired.
Today the vehicle was supposed to be collected this is after having my partner take a taxi to the petrol station where the vehicle was left to leave a key they needed to recover the vehicle. This was to take place at 2 pm with a 2hr drive to take the car to my fathers home all the information was agreed and given to Tesco. Then we get calls from the Polish recovery people asking us where is the vehicle what make is it what size they want to take it to their garage etc. again we speak to Tesco again assured us it is going to my fathers home. 6 hrs later it still isn't there we call, and find it has been towed (its automatic should be transported) to who knows where. Hours on the phone back and forwards with lies of they tried to deliver but the garage was shut!! impossible my parents waited in. Finally they are delivering it tonight after first saying tomorrow.
I am tired stressed out I just don't know what to do I have to be back Monday next week as I start a new job. We haven't been able to go on honeymoon we have moved 3 times our room at the venue as we are not supposed to be here and the rooms are booked (they have been great) we have had to organise 100 guest travel to an from airports our wedding was wonderful but the stress of this and the upset and aguish is just too much. We are banging our heads against a Tesco call system that every time we call we we can't deal with the same person without going through the whole process of security and explaining the whole saga.
Please can somebody help me/us we are doing our best but it seems no one cares. Tesco tell us we have the best cover possible! No we don't have travel insurance but then we have not travelled by public transport so I doubt it would help us we have breakdown and are fully comp nothing in my Tesco breakdown says anything about not being covered after accident for temporary car or repairing repatriating us and the vehicle to the UK, yet they won't cover us. Apparently this is run by Green Flag.
I have tried being reasonable tried ranting tried pleading our circumstances and for some compassion nothing. I don't want to have tis hassle I want one person to deal with and handle everything I paid Tesco to provide all the cover yet they insist on farming out the help to an unconnected multitude of disparate companies. And we are left ignored and broken hearted at the dispassionate and un sympathetic service they haven't provided.
How can we resolve this? (so much more has taken place just imagine organising a wedding abroad guests, church everything it's just been a lot to deal with- i'm just so upset)
Friends and family took us to the wedding venue the car was moved and driven to a petrol station nearby where it became un-drivable due to a coolant leak.
Friday 23 Called Tesco again at 4pm no record of our calls! promised to arrange to get the european assistance to call back within 2 hrs to arrange everything.
Expected replacement hire car, vehicle towed to garage or arranged for repair or repatriated back to UK. Nothing happened all weekend over the wedding we were worried but it was our big day we had to put it behind us and enjoy our wedding and the guests that had come to visit.
Monday nothing until Lunchtime. Informed that the car could be repatriated but not us, no hire car would be provided any of our belongings would not be safe in the vehicle. Explained we have breakdown cover with car hire, why couldn't they either delay repatriation till the following weekend so we could have our honeymoon and travel back to the UK then or arrange to fix the vehicle this week.
Too-ing and fro-ing all afternoon. Upshot car not covered under breakdown insurance because of accident no 'finest' car available under car insurance or breakdown insurance.
Finally settled due to the stress and pressure of it all to have the car towed to a safe place where at our expense to be possibly reclaimed temporary repairs can be carried out to enable us to drive back to the UK where the vehicle will be repaired.
Today the vehicle was supposed to be collected this is after having my partner take a taxi to the petrol station where the vehicle was left to leave a key they needed to recover the vehicle. This was to take place at 2 pm with a 2hr drive to take the car to my fathers home all the information was agreed and given to Tesco. Then we get calls from the Polish recovery people asking us where is the vehicle what make is it what size they want to take it to their garage etc. again we speak to Tesco again assured us it is going to my fathers home. 6 hrs later it still isn't there we call, and find it has been towed (its automatic should be transported) to who knows where. Hours on the phone back and forwards with lies of they tried to deliver but the garage was shut!! impossible my parents waited in. Finally they are delivering it tonight after first saying tomorrow.
I am tired stressed out I just don't know what to do I have to be back Monday next week as I start a new job. We haven't been able to go on honeymoon we have moved 3 times our room at the venue as we are not supposed to be here and the rooms are booked (they have been great) we have had to organise 100 guest travel to an from airports our wedding was wonderful but the stress of this and the upset and aguish is just too much. We are banging our heads against a Tesco call system that every time we call we we can't deal with the same person without going through the whole process of security and explaining the whole saga.
Please can somebody help me/us we are doing our best but it seems no one cares. Tesco tell us we have the best cover possible! No we don't have travel insurance but then we have not travelled by public transport so I doubt it would help us we have breakdown and are fully comp nothing in my Tesco breakdown says anything about not being covered after accident for temporary car or repairing repatriating us and the vehicle to the UK, yet they won't cover us. Apparently this is run by Green Flag.
I have tried being reasonable tried ranting tried pleading our circumstances and for some compassion nothing. I don't want to have tis hassle I want one person to deal with and handle everything I paid Tesco to provide all the cover yet they insist on farming out the help to an unconnected multitude of disparate companies. And we are left ignored and broken hearted at the dispassionate and un sympathetic service they haven't provided.
How can we resolve this? (so much more has taken place just imagine organising a wedding abroad guests, church everything it's just been a lot to deal with- i'm just so upset)
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Comments
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Briefly I am beside myself with despair and anguish, I am with my partner in Poland we were married this weekend(24/25). We are stuck at the wedding venue we haven't been able to take our honeymoon. We have fully comp car insurance for Europe and car breakdown insurance all through Tesco. Our vehicle was involved in a car accident on Thursday 22nd fortunately no one was seriously hurt. This was reported to Tesco insurance immediately twice(hours on the phone on hold etc to UK the Tesco euro assistance number 0080040006001 doesn't work!). My partner spent 6 hrs at the scene and the police station with his friend and her two children, Tesco did not help, promised call backs did not occur.
Friends and family took us to the wedding venue the car was moved and driven to a petrol station nearby where it became un-drivable due to a coolant leak.
Friday 23 Called Tesco again at 4pm no record of our calls! promised to arrange to get the european assistance to call back within 2 hrs to arrange everything.
Expected replacement hire car, vehicle towed to garage or arranged for repair or repatriated back to UK. Nothing happened all weekend over the wedding we were worried but it was our big day we had to put it behind us and enjoy our wedding and the guests that had come to visit.
Monday nothing until Lunchtime. Informed that the car could be repatriated but not us, no hire car would be provided any of our belongings would not be safe in the vehicle. Explained we have breakdown cover with car hire, why couldn't they either delay repatriation till the following weekend so we could have our honeymoon and travel back to the UK then or arrange to fix the vehicle this week.
Too-ing and fro-ing all afternoon. Upshot car not covered under breakdown insurance because of accident no 'finest' car available under car insurance or breakdown insurance.
Finally settled due to the stress and pressure of it all to have the car towed to a safe place where at our expense to be possibly reclaimed temporary repairs can be carried out to enable us to drive back to the UK where the vehicle will be repaired.
Today the vehicle was supposed to be collected this is after having my partner take a taxi to the petrol station where the vehicle was left to leave a key they needed to recover the vehicle. This was to take place at 2 pm with a 2hr drive to take the car to my fathers home all the information was agreed and given to Tesco. Then we get calls from the Polish recovery people asking us where is the vehicle what make is it what size they want to take it to their garage etc. again we speak to Tesco again assured us it is going to my fathers home. 6 hrs later it still isn't there we call, and find it has been towed (its automatic should be transported) to who knows where. Hours on the phone back and forwards with lies of they tried to deliver but the garage was shut!! impossible my parents waited in. Finally they are delivering it tonight after first saying tomorrow.
I am tired stressed out I just don't know what to do I have to be back Monday next week as I start a new job. We haven't been able to go on honeymoon we have moved 3 times our room at the venue as we are not supposed to be here and the rooms are booked (they have been great) we have had to organise 100 guest travel to an from airports our wedding was wonderful but the stress of this and the upset and aguish is just too much. We are banging our heads against a Tesco call system that every time we call we we can't deal with the same person without going through the whole process of security and explaining the whole saga.
Please can somebody help me/us we are doing our best but it seems no one cares. Tesco tell us we have the best cover possible! No we don't have travel insurance but then we have not travelled by public transport so I doubt it would help us we have breakdown and are fully comp nothing in my Tesco breakdown says anything about not being covered after accident for temporary car or repairing repatriating us and the vehicle to the UK, yet they won't cover us. Apparently this is run by Green Flag.
I have tried being reasonable tried ranting tried pleading our circumstances and for some compassion nothing. I don't want to have tis hassle I want one person to deal with and handle everything I paid Tesco to provide all the cover yet they insist on farming out the help to an unconnected multitude of disparate companies. And we are left ignored and broken hearted at the dispassionate and un sympathetic service they haven't provided.
How can we resolve this? (so much more has taken place just imagine organising a wedding abroad guests, church everything it's just been a lot to deal with- i'm just so upset)
To be honest I'd keep a note of times and calls, who you spoke to and try not to worry.
Tesco's will have a complaint department and procedure and are regulated by FSA so you can complain to the ombudsman if they do not resolve your complaint.
Keep receipts and costs of everything, maybe try speaking to a manager but try and enjoy your honeymoon.0 -
thank you and i am doing that.
I can't enjoy my honeymoon as I have been unable to go on it, no car and Tesco haven't provided me with the replacement one i expected under the breakdown policy. We need a car to drive to the Mountains where we intended to spend the week privately.
As far as TESCO are concerned we would be 2 children their mother and my partner on the side of the road since last Thursday, and they wouldn't have made it to the wedding.
Of course friends and family have ensured that didn't happen but Tesco should have. They haven't and I have no idea when something will be resolved. I can't get through to a supervisor only the call centre which means never the same person twice. I had been making some progress with a senior advisor but that fell apart yesterday with the saga around recovering my car to who knows where when it was agreed to go to my Fathers. Now no one knows where it is and when it is being delivered.
it just makes us feel sick, i'm just hoping someone knows someone who can check to see we are genuine and pull out some stops bang some heads together and simply help us.
Complaining to Tesco will wait until we get back it won't get our honeymoon back or cover the stress this is causing, but we do need to know this shocking and appalling fiasco Tesco have caused is being dealt with competently.0 -
thank you and i am doing that.
I can't enjoy my honeymoon as I have been unable to go on it, no car and Tesco haven't provided me with the replacement one i expected under the breakdown policy. We need a car to drive to the Mountains where we intended to spend the week privately.
As far as TESCO are concerned we would be 2 children their mother and my partner on the side of the road since last Thursday, and they wouldn't have made it to the wedding.
Of course friends and family have ensured that didn't happen but Tesco should have. They haven't and I have no idea when something will be resolved. I can't get through to a supervisor only the call centre which means never the same person twice. I had been making some progress with a senior advisor but that fell apart yesterday with the saga around recovering my car to who knows where when it was agreed to go to my Fathers. Now no one knows where it is and when it is being delivered.
it just makes us feel sick, i'm just hoping someone knows someone who can check to see we are genuine and pull out some stops bang some heads together and simply help us.
Complaining to Tesco will wait until we get back it won't get our honeymoon back or cover the stress this is causing, but we do need to know this shocking and appalling fiasco Tesco have caused is being dealt with competently.[/QUOTE
You could also try the Sunday Papers, alot of them have Judge & Jury style articles, making sure you send a copy of any letter to the paper to Tesco underwriting dept. Complaints by phone can be denied. Good luck with the rest of your honeymoon.No longer posting on freebies or comps0 -
I can't enjoy my honeymoon as I have been unable to go on it, no car and Tesco haven't provided me with the replacement one i expected under the breakdown policy.
Are you sure the breakdown policy supplies a car if yours is off road due to a RTA (rather than the result of a breakdown)?0 -
You could also try the Sunday Papers, alot of them have Judge & Jury style articles, making sure you send a copy of any letter to the paper to Tesco underwriting dept. Complaints by phone can be denied. Good luck with the rest of your honeymoonNo longer posting on freebies or comps0
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Are you sure the breakdown policy supplies a car if yours is off road due to a RTA (rather than the result of a breakdown)?
According to Tesco apparently not therein lies the problem. It doesn't say that in the policy document that we can find it says after an "incident" ww.tescofinance.com/personal/finance/insurance/breakdown/pdf/policy-doc-eu.pdf
emailed the Guardian is there a link to a list of the other papers letters to save some time? tried terry.leahyATtesco.com
and have now had this reply.
I just want to let you know that your email has successfully reached us, and we promise to be back in touch as soon as possible.
Thank you.
Tesco Customer Service0 -
Currently the van is at My Fathers to arrange a temporary repair, but this may not be possible as one part is 2000zloty. Tesco/ green flag will now arrange a replacement car but why not when I needed it after the accident I don't know yet. I have to call the 00800 4000 6000 which doesn't work from my mobile so I can't reach them til later when I can reach a landline to find out about the car hire.
You can't make this stuff up can you, utter shambles.0 -
Try this access number for dialling 0800 numbers from a mobile: 020022207000
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Thank you is this the number to call from Poland for the number I posted as the 00800 number is also the on;y number on my paperwork for calling in europe?Try this access number for dialling 0800 numbers from a mobile: 02002220700
have had a reply from The CEO's office although very fluffy and supportive it is nothing conclusive or time framed to resolve.0 -
It's a UK number. You can use it as an access number to dial any 0800 number on a mobile. So dial it as you dial any UK number from Poland. When it connects you then dial the 0800 number you want (ie as if you are in the UK).0
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