AA Breakdown Repair Cover claim rejected

spacey2012

What "qualifications" do Halfords "mechanics" have, a NVQ ?

spikescot2005

Yes sorry the FOS

adunn_2

Thanks everyone for your input. Some good advice there. Think I will start with a complaint with The AA and ask them to reconsider their decision. Is there anyone out there that could possibly help me with the letter? I want to make sure it sounds perfect and I don't miss anything out or I know I'll miss something out! Thanks anyway everyone.

lil.smartie

You bought & serviced the car in April, when did you take out the insurance? Which engineers firm inspected the car and what are the qualifications of the engineer involved, some are more used to accident repairs than major mechanical ones and the AA sent one to look at a Smart engine when they state on their website they don't inspect any Smart (our customer had his claim paid in full!) so worth checking...

Kate

adunn_2

Hi Kate

The Breakdown Cover started 03 November 2012 and the claim was initiated on 12 December 2012. The car was bought in April 2012 and serviced immediately by Halfords. They haven't mentioned which engineers firm inspected the car but just stated they were independent and apparently 'more qualified' than the Halfords Mechanics. When you say 'your customer' Kate what is it you do? Still unsure how to write this appeal. Keep attempting it but doesn't sound right. Can someone help?

Thanks

Tony

spikescot2005

Just state the information and facts regarding your issue. It will be rejected anyway and you will receive a letter from Acromas stating why they rejected your claim and that this is their final response.

hethmar

When you bought the car, did you have any warranty with it? I was just wondering why you waited from April to November before taking out the warranty?

I think why they keep saying the wear is commensurate with age and mileage is because they will not cover "wear and tear".

System

I had AA cover and they refused the claim - I got the impression they used 'wear and tear' as a get out clause on a regular basis.

I had to raise a small claims action to get them to pay up.
Suffice to say, I didn't renew.

Buzby wrote: »

These policies are often more bother than they are worth, due to the high refusal rates. Essentially the are saying it was a Pre-existing condition at the time the policy was taken out, and they are not prepared to cover the cost.

The T&C's are very explicit, and you will find they are the arbiter of any claim, the FOS will only be of use if there is maladministration - faults caused by general wear and tear are always excluded, and it appears they are telling you this in a roundabout way.

In e last 25 years, I self-insure, putting the equivalent policy amount in a savings account to be called upon if need be. It was the best thing I ever did!

The_AA_Company_Representative

adunn1 wrote: »

Hi All

In desperate need of some help in writing an appeal letter!

I will write a transcript of the letter they issued me and hopefully someone can help.

'We write to you with the reason for the claim refusal for the Replacement Cylinder Head Gasket on the above caras per your request.

On 12 December 2012 we were contacted by Halfords Autocentres who informed the claims department that the Cylinder Head Gasket had failed on your car. Not only that the Camshaft ad Follwers were in a poor state. In view of this we instructed an independent engineer to go to the garage, inspect the stripped down car and provide a report.

The report states that the Head Gasket was in a generally poor condition commensurate with age and mileage of the car. The Cylinder Head displayed evidence of washing. The camshaft lobes in the numbers 2 and 3 cylinders displayed evidence of severe abrading and wear at their centre section. The followers of the numbers 2 and 3 cylinders were also excessively worn. Their opinion is "After inspection of the partly dismantled engine, we would confirm the cylinder head gasket had had gasket had breached between number 3 and 4 cylinders. We would also confirm however, that the gasket was in a generally poor condition and had deteriorated, its condition being commensurate with the age and reported mileage of the vehicle. The result of this had been cross contamination of oil and coolant and this had clearly affected the lubricant to the camsaft number 2 and 3 cylinder lobes displaying evidence of excess wear. On the basis that the vehicle has completed only 382 miles since policy inception, we would conclude that the cylinder head gasket and the camshaft were both i a worn condition prior to the start of the policy. The condition would have been apparent as a misfire and excessive engine noise". End of engineers opinion.

In view of the above report findings we refused the claim as it is considered that the fault has been evident for some time.

As we have already carried out our internal review, any further appeal against our decision lies with the underwriter of the Breakdown Repair Cover. All appeal applications must be sent to ................'

This policy was take out in good faith and the car had been serviced as soon as I bought it which was April 2012 and was also carried out through Halfords. Nothing was mentioned to me about these problems and I have not heard any noises coming from the car that seem out of the ordinary. I am no mechanic but it was running fine until it had been left at my friends house while I was on holiday for a week and then when I came back it wouldn't start. I called them out and the rest is covered above.

They keep mentioning above the problem is consistent with the cars age and mileage (somethig they are made aware of when the policy is taken and which they duely icreased my premium).

After they declined my claim I spoke with Halfords and the guy I spoke to said there is no way a problem can be pinpointed to happening at a specific mileage so I am at a loss how they can decline my claim.

Please help and I am sorry for the long post!

Thank you all.

Hello, we’d like to address this with you, if you have any outstanding queries, please email chat@theaa.com with Reference FOR32471. Regards, the Official Representative of The AA.

adunn1_2

Hi All

I just wanted to say that the so called AA representative was no help whatsoever and did nothing to help and in fact probably made things worse. I emailed asking one very simple question - What can you do to help or should I write a complaint and then contact the Financial Ombudsman?

The next thing I get is a phone call from the garage saying my appeal had bee rejected. What appeal???? I haven't appealed yet!!!!!!!!!

Then a letter from the insurance company also saying my appeal was rejected and that was the final answer. I hadn't appealed and had not had chance to put my reason for appealing across yet!!!!!!!!!!!