Breakdown service - only covered if repairs carried out?

beam_me_up787

Hi all, hoping someone can help me,

I recently called out my car recovery service for the first time due to a breakdown 16 miles from home. My vehicle could not be fixed at the roadside (head gasket issue) so I was towed home. Luckily this was included when I took the policy out so no drama or additional costs there, or so I thought!

To my surprise I received a phone call from the service provider today stating I need to submit proof of repairs within 14 days otherwise I’ll be liable for costs incurred arising from the call out. This is because I am apparently covered only if repairs are carried out, ie if I get a new head gasket fitted.

I explained that I wasn’t sure about this as my car is fairly old and I had been thinking of trading it in for something newer. Also, it’s very likely the costs will exceed the value of my car. Nonetheless the chap asserted that I would be liable. When I asked how much we were talking about I was advised approx £100 based on a 48 mile journey. This allows for total time involved including their journey to me, taking me home and their journey back to base as well as the roadside assistance given.

I have to say this seems unreasonable to me as I wasn't aware of these terms when taking out the policy nor is this a practice I’ve heard of before. Secondly, I'm surprised I'm liable for 48 miles travel-time not 16?

Needless to say I’m a bit concerned about this and so would be grateful for any advices / thoughts re this matter.

Incidentally, as I understand it this is not about whether repairs are carried out by an approved repairer of their’s, just whether the repairs are carried out full stop.


If more info is needed please let me know.

Many thanks in advance,

2sides2everystory

As someone who bought his first breakdown policy maybe 35 years ago, this is a new one on me, and on most readers I would imagine ...

Where did you get your breakdown "cover"?

beam_me_up787

The firm is called First Call, quote obtained & payment arranged through moneysupermarket.com. I have to say I was very pleased with the service until I got the phone call!!!

2sides2everystory

This looks like a scam to me unless this is not the first time you have called them out for the same problem.

The words "proof of repair" appear only once in their so-called policy wording (their grey not mine):

First Call will not cover the following: -
1. Vehicles that have not been regularly serviced or breakdown as a result of inadequate repair, unsuccessful DIY or any claim where no remedial action has been taken to correct the fault since we last attended your vehicle. Garage attention must always be sought after experiencing a breakdown and proof of repair obtained.

Nowhere in that do I see reference to 14 days or 48 miles minimum £100. And nowhere in that do I read that "Garage attention must always be sought after experiencing a breakdown and proof of repair obtained." is a condition following all breakdowns - merely those where they think they can get away with calling your vehicle one of those "that have not been regularly serviced or breakdown as a result of inadequate repair, unsuccessful DIY or any claim where no remedial action has been taken to correct the fault since we last attended your vehicle.

If they have never before attended your vehicle then they'd better have a bloody good reason for alleging that your vehicle had 'not been regularly serviced' or broke down 'as a result of inadequate repair, unsuccessful DIY'

Above the list of things they will not cover are some "Important Notes" one of which interestingly says:
5. Recovery cannot be used as a reason for avoiding repair costs.

Pardon? Oh you mean when you've got me over a barrel with that other nonsense you'll point to Important Note #5 and say that means I've agreed you can shaft me type thing.


Scam artists in my book.

It all looks to me like a fly by night outfit sailing the wrong side of the wind but looks like they've been getting away with it for some time. If you Google breakdown "proof of repair" it appears that the same outfit of "administrators" is behind the marketing of this "service" under a number of different channels all using the same wording. You won't find such nonsense in the AA's policy wording - yet :eek:.

Here is a thread about he same kind of thing on the CAG website: http://www.consumeractiongroup.co.uk/forum/showthread.php?147934-First-Call....Last-Laugh

mikey72

Important notes

5. Recovery cannot be used as a reason for avoiding repair costs.

First Call ill not cover

5. Any claim resulting in a vehicle not being repaired, or that is disposed of or scrapped.

No mention of any time limit though.

2sides2everystory

Ah you saw that first one too, mikey - and that second #5 you found is even worse ... it's a rum do, eh?

Kilty_2

That sucks - means they wouldn't cover my 19 year old shed with dubious history

2sides2everystory

Point is I have also been surprised tonight that breakdown "insurance" is perhaps outside the jurisdiction of the FOS. I think that stinks. They call their contracts "policy wordings" and I say that means they are all touting as insurance providers. And providers of insurance should all be regulated. This "policy" wording is a disgrace and it should be outlawed.

kadelskav

Thank you for sharing. good work.

mikey72

2sides2everystory wrote: »

Point is I have also been surprised tonight that breakdown "insurance" is perhaps outside the jurisdiction of the FOS. I think that stinks. They call their contracts "policy wordings" and I say that means they are all touting as insurance providers. And providers of insurance should all be regulated. This "policy" wording is a disgrace and it should be outlawed.

Why is it not subject to the FOS. I thought as an insurance policy it would be in their remit.

edit
I see they claim to be exempt from authorisation, by the FSA, but I'd be reporting that to confirm it now as well.
Maybe this is a question to move over to the insurance forum to get advice on.

mikey72

Back to the op though.
What's to stop you buying a headgasket, sending them a scan of the receipt and saying you did it yourself, then even taking it back for a refund after. (Check you can, most places will if you decide the job is too complicated after).