Warranty - HELP!!!

chris1012

Guys I took a warranty a month or so ago with a 3rd party company.

2 weeks back a problem occurred with the warranty and its taken 1.4 weeks to get to the following point -

Initially from making the claim on Monday it took 2 days for them to request my MOT proof and service history, which after emailing them on the same day, it took another 2 days for them to appoint an inspector.
The inspector came this week on Tuesday and the response was given to them today from the inspector.

The warranty company called me up and advised they were unable to proceed with my claim as I had not signed the policy documents.

The reason why the policy document was not signed was based on the following email conversations with the sales rep -

My email to the sales rep -

'I have just received the contract documents to sign.

On it the, mileage is incorrect.
Since I have updated you with the correct mileage via phone, do you need to resend the contract document's out for me to sign or can you email it to me please?'

---

The sales rep response was -

'I have put a note on the system about the mileage, that's fine, you wouldn't need paperwork sending out
as we've got that information from you.'


This email I interpreted as I would not be required to send the policy document signed as it had been all done via the phone/email as I had done with previous warranty companies.


I then send another email -

'Hi,
Just wanted to check and see if my warranty is now valid and all the checks with in regards to the chassis number are complete?'

Sales rep response -

'I've just checked, everything is fine and your warranty is up and running.'

---

The above gave me reassurance to my previous email that my warranty was valid and I didn't require any other part from my side.

Since sending the above emails to the claims departments, they have asked me to resign the policy documents to progress with the claim but they cannot assure me the claim will be accepted.

How do I go about getting them to make sure they process my claim?

I have known warranty companies to slide out of things and it looks like it is happening to me...

Thanks

McKneff

If you have the reassurance in writing from the rep. i dont think you have anything to worry about.

Claims dept are just covering their backs really. They are just people in offices and they dont have the authority to say it will be covered.
But, like I say, I wouldnt worry now.

marlot

Sounds like you have enough evidence to sue in small claims if they don't pay up

chris1012

Do they have any grounds, the sales rep called me up and said she meant initially to the first email that I would not need to resend any documents regarding the mileage only, however I think the question was clearly asked based on the contract?

She did say when taking the warranty she stated to when receiving the contract, to send it back signed which might be the case but to me, regardless of interpretation, my email was based on sending the signed contract back rather than just the mileage.

chris1012

I really need help as to what is my best course of action -

My garage has called me and advised to have my car ready for Monday (when I return to work), the part that needs replacing needs to be ordered today.

I have called the warranty company and the person I was dealing with is apparently in a team meeting.

I have left an urgent message for him and sent him an email to contact me ASAP as its been over 10 days that my car has been sitting at the garage and since I've made the claim.

I think the turn around time is unacceptable and they need to advise me if they will accept the claim if they receive the signed contract documents today via email or not.

if they reject my claim or cannot speed things up today, what would be my best course of action?

Thanks

chris1012

I called Trading Standards and they advised me as I have had monies taken from me and they advised my warranty was up and running, there is no need to sign a contract.

The warranty company are refusing to give me any information on the inspection that took place on Tuesday until I have the documents signed.

TS have advised me to try one last time to either give an outcome or take action by sending a letter with proof of what has gone on to the director of the warranty company.

I have now been waiting on the warranty company to reply for 4hrs.

----

Unfortunately they are failing to respond to my last 2 emails now as well, which the last one said the following -

'Thank you for your email.


Unfortunately I have again been sent the policy document stating incorrect mileage of my vehicle. The incorrect mileage on the policy document was what initially led me to contact sales to ask for rectification, the discussion of which, via email, culminated in me being told that my policy was active:


'I've just checked, everything is fine and your warranty is up and running.'


I have just contacted Trading Standards to discuss the problems I am having with Warrantywise. They have informed me that since monies have been exchanged and I have received confirmation of my warranty being ‘up and running’, then there is no need for a signed contract in this instance and my claim should be processed without it.


It is unclear to me why you are refusing to give me any information as to what the inspector has recommended in his report, or indeed whether my claim would be processed on receipt of a signed contract.


My car has now been at the garage for over 10 days and I need to use it for my commute to work. I need an answer today as to whether my claim is to be processed. If not then I will have no option but to act on the advice of Trading Standards.


I look forward to your response.'

If they do not respond by 4:30pm, should I call them one final time or simply proceed in writing a formal complaint to the owner of the company as instructed by TS?

fivetide

Yes. Follow TS advice. Send it recorded delivery too. You can also send a copy to TS for their file.

5t.

chris1012

I have just had an email response from them -

'Many thanks for your email.

I have spoken to the senior underwriter who has stated that we require either the proposal forms to be signed and returned or a email to be sent stating you accept our terms and conditions.

Many Thanks'

---

My response -

'You have failed to address any of my point's in my previous email.

Are you planning on addressing them in another email?

I would still like to know what was the outcome of the report from the inspector that visited my car and will warrantywise be paying out for the claim that has been made?'

sam1970

OMG..I can understand your frustration..these b****ds are trying to be smart and get out of honouring the policy...that is why I hate these policies although I just bought one form a dealership..I know I should have not...and warranty wise is promoted by Quinton Wilson who is supposed to be the motorist champion!!!!

chris1012

Another email, Looks like the guy I was dealing with has passed it on for someone else -


'I have been passed details of your query regarding our terms and conditions, the sales advisor was correct in informing you your plan was up and running, however there are terms and conditions that apply to all our levels of cover. Your plan document clearly states “Your Plan will only become effective when Warrantywise has received and accepted your signed Application Form and payment and issued Your Plan Schedule. You will then be provided with Your Plan as stated within these terms and conditions during the Period of Your Plan, whilst you and your Vehicle reside within the Geographical Limits. Your Plan contains details of Your Plan benefits you have purchased, what is excluded and the conditions of Your Plan and should be read in conjunction with the Application Form, Plan Schedule, and includes your signed declaration to agree and abide by the terms and conditions herein.”

“The Application Form, which includes your signed declaration, forms part of Your Plan. Please check that the information you have declared to us is correct and that it meets with your requirements. If it does not, please contact us as soon as possible (and in any case within 30 days of issue) in order to make any applicable alterations. You cannot make changes after 30 days or if you have requested that we authorise any repairs. If you fail to provide us with the correct information we may either require additional payments and an Administration Fee or even cancel Your Plan.”

Your Plan Schedule confirms our acceptance of your Application and is the basis of the contract and forms part of Your Plan.

I have attached the proposal form and completed the mileage and date that you declared as correct to the Sales Advisor you dealt with on the 19th January 2012, please sign and return in order for your request for repair to be dealt with as efficiently as possible. We cannot proceed until we are in receipt of the above proposal form.

Kind Regards,'


They are still failing to address if they will payout and what the inspection findings were....

chris1012

Received Another email received -

'As previously stated please sign and return the proposal form by email, and then we can address any issues you may have. I can not assist you any further unless you return your proposal form.

Kind Regards,'


What do you think guys? Should I sign?
I am just hoping that by signing they find a way out to making me loose my claim and I am stuck to get a refund as well.