DirectLine/Autoglass Windscreen Repair & Replacement

Stoke

Hello,
Me and my girlfriend are both insured with DirectLine car insurance. I've never had a problem with them and found them to be absolutely excellent... until now. I don't want this to sound like another insurance bashing thread as I'll still be renewing at the end of my year however I'm totally confused as to how this situation is to be resolved and it seems that DirectLine aren't keeping their side of an agreement.

So, let me explain:
All DirectLine comprehensive policies have windscreen insurance, this includes both repair (£10 excess) and replace (£75 excess). My girlfriend has got a tiny chip on her windscreen, appearing a few days ago, not in the drivers vision and not at the side of the glass; a perfect candidate for a repair.
She phoned up DirectLine and was told she had to contact Autoglass through DirectLine's special phone number, which she did. Autoglass told her that she would have to pay a £75 excess charge for a replacement windscreen. According to DirectLine, a repair only costs £10 excess. When she explained that a repair was all that was required, the staff member reiterated their stance that she would be expected to pay £75. She decided to refuse and phone back again, assuming she'd got a difficult staff member... but no, she hadn't. Three different staff members insisted that she pay £75, despite the fact the chip is absolutely tiny. I suggested she just ignore it as I can't see it getting bigger (or even failing an MOT), DIY it using a kit from eBay or pick an alternative company to do the work. When she asked DirectLine if she could use another company, they were quite funny about it, although they did agree to cover some of the cost, however she's decided to go with Autoglass to avoid any problems or arguments....... only to be told they would "assess whether a repair was viable upon inspecting the vehicle"...

Errrrrr hold on, I don't think so. She's paid the full £75 which means she surely must get a brand new windscreen? She could have paid £40 to have a repair at a different place, without claiming on her insurance at all.
If they decide to repair it, then they are surely breaking their own contract by charging her £75? How is she meant to claim this money back?

I'd go as far as saying this is a complete scam as it seems you cannot get your windscreen repaired at all, they assume all damage requires a new one. This isn't an isolated incident either. I found out that my grandmother fell for the same scam a couple of years ago, as she is also with DirectLine and despite repeatedly telling them (and Autoglass) the chip was small, they insisted she pay £75.

She is having the work done on Friday, although it seems the money has already been paid. Any kind of advice would be absolutely wonderful as I'm very disgruntled about this.

chris-j

In fairness to directline, this sounds like issue is with Autoglass. Can't understand why they want fee before deciding what work needs done.

Stoke

chris-j wrote: »

In fairness to directline, this sounds like issue is with Autoglass. Can't understand why they want fee before deciding what work needs done.

Well this is what confused me. Obviously I wasn't on the phone as they will only deal with the policy holder, however my girlfriend reiterated that the chip was well within their repair specification posted on the Autoglass Website (can't post a link). Despite this, they insisted she pay for a replacement, regardless of her description.
I'd completely understand if they took a booking fee of some sort over the phone. Maybe the excess cost of a repair, because obviously the difference could be charged at a later date if a replacement was required. I'm not happy about this to begin with as I genuinely feel Autoglass are not fulfilling their side of the agreement by offering replacements only, but to be then told they will consider a repair, after she's paid the full excess for a replacement is bordering on a scam. If they do repair the damage rather than replace the screen, would I need to contact Trading Standards as I imagine this is illegal?

Stoke

Is there anything else advise wise ?

ntb1

Just would avoid Autoglass and use a respectable local company will be far better value. We've taken windscreen cover off our business insurance as a complete windscreen is only 120 pounds.

alastairq

That's a lot of excess for windscreen damage?

I'm with CIS...and repairs are free, replacement is a £50 excess.

I think I've had my money's worth too...in the last 4 years I've had one repair, and two new screens, including a very expensive heated one!

[not, I hasten to add, on the same car..three different ones!]


Recently took advantage of Autoglass's offer of a free pair of Bosche wipers....

Hope the car doesn't go terminal/get written-off and replaced before I get to fit them?

Quentin

Stoke wrote: »

Is there anything else advise wise ?

Next time you have a chip just sort it yourself or use a local independent company.

By reporting this to your insurer you now have this on your history and have to disclose the claim to any new insurer you approach for a quote over the next 3 to 5 years.

Although you will still have to declare this it will be much less than paying this £75 to autoglass if you just cancel the claim and go down the diy or local repairer route now.

Stoke

Thanks for the responses so far, although I'm still looking for answer regarding dealing with them from a legal aspect. Responding from top to bottom

Just would avoid Autoglass and use a respectable local company will be far better value. We've taken windscreen cover off our business insurance as a complete windscreen is only 120 pounds.

Let me just quickly point out, it was my girlfriends car not mine and ultimately she decided to get it fixed not me. I repeatedly suggested that she use a DIY kit from eBay (only about £15) or go to an independent place near my house, however I think for peace of mind, she wanted to use Autoglass. If it was me, I'd have probably left it in all honesty. I've never had a chip, or even a crack get bigger although I know it's possible.

That's a lot of excess for windscreen damage?

I'm with CIS...and repairs are free, replacement is a £50 excess.

I think I've had my money's worth too...in the last 4 years I've had one repair, and two new screens, including a very expensive heated one!

[not, I hasten to add, on the same car..three different ones!]


Recently took advantage of Autoglass's offer of a free pair of Bosche wipers....

Hope the car doesn't go terminal/get written-off and replaced before I get to fit them?

That isn't the problem though. When we took out our insurance policies we agreed to those excess charges, so we can't complain about that. My issue is with the legality of what they are doing.
They offer repairs at a reduced excess charge but it seems that you are unable to actually qualify for them, regardless of your situation. As far as I'm concerned, the chip in my girlfriends windscreen was as good a candidate for a repair as any. It certainly doesn't require a full windscreen replacement.
My other issue, is that they have forced her to pay for a full windscreen replacement, only to then suggest they may consider a repair upon inspecting the vehicle. That is surely breaking the terms of an agreement? It can't be legal what they are doing? You wouldn't go into a restaurant, buy a fine steak dinner, only to be told you are too fat so you will be getting a salad instead. I can't see how this kind of practice can be legal, and there is no way it would be condoned in any other situation.

Next time you have a chip just sort it yourself or use a local independent company.

By reporting this to your insurer you now have this on your history and have to disclose the claim to any new insurer you approach for a quote over the next 3 to 5 years.

Although you will still have to declare this it will be much less than paying this £75 to autoglass if you just cancel the claim and go down the diy or local repairer route now.

Are you sure this is the case? DirectLine do not penalize windscreen chips so it shouldn't go against her insurance premium and most other insurers exclude windscreen claims when giving a new quote, at least that's what I've found while I've been driving.

Still, I might suggest that she cancels the claim anyway. I'm not happy about what they are doing. Is there any kind of consumer rights group I could contact for advice or clarification? Or would it be best to e-mail trading standards?

If anyone else has any advice that would be great. I recommend NOBODY uses Autoglass if they have DirectLine insurance. It seems they are taking the !!!! out of their customers.

Quentin

All claims/losses need to be disclosed.

Whether or not they result in a penalty is down to individual insurers. Are you thinking of the effect on ncd (most insurers but not all say a glass claim doesn't impact on your ncd)?

Stoke

Quentin wrote: »

All claims/losses need to be disclosed.

Whether or not they result in a penalty is down to individual insurers. Are you thinking of the effect on ncd (most insurers but not all say a glass claim doesn't impact on your ncd)?

Ahh yes, I meant NCD. I'll bare in mind what you've said for the future though. To be honest, if I ever have a crack or chip again, I will DIY. I won't ever consider autoglass after this. It's quite clear that this could be repaired and it seems that they will only replace.

Perhaps they should change their slogan to "Autoglass Replace, Autoglass Replace". The current one is slightly incorrect.

Stoke

It's a shame she's paid. There are kits for less than £15 that can do this job and most of them have good reviews. I'm going to keep an eye on what happens though. I might contact the Consumer Watchdog today and ask them for advice as I can't see how what they are doing is legal. If it is legal it's misleading customers as they claim repair work can be done for £10.

What course of action should I take if the guy from Autoglass decides he wants to repair? Should I demand a new windscreen or should I allow him to do the work then demand a refund from Autoglass?