DirectLine/Autoglass Windscreen Repair & Replacement

spacey2012

Nothing is free, you will have a "Windscreen claim" on your policy next renewal and your premiums will rise.
No claims discount is a discount on the premium, not the value of the premium.

Stoke

Just contacted Trading Standards, they've opened a case for me. Based on what I've given them they believe Autoglass are in breach of their own terms and conditions, and if they aren't, it should be considered very poor service and that I should write a letter of complaint. I'm going to read through their T & C now and see if they are in breach by what they have done.

Stoke

spacey2012 wrote: »

Nothing is free, you will have a "Windscreen claim" on your policy next renewal and your premiums will rise.
No claims discount is a discount on the premium, not the value of the premium.

I will note this for the future. I've never even thought that there was a penalty for claiming on windscreens, but to be honest, I will NEVER deal with Autoglass after this shambles.

neilmcl

Has the £75 actually been debited? If so, and it does turn out to be a repairable chip then I'd expect your girlfriend to be credited £65 back. If this doesn't happen then you definitely have an issue, until then I'd hold off until the facts are in.

FYI, I've never had an issue with Autoglass before, always contacted them directly and only ever paid excess (if appropriate) after the work was complete.

I don't think it helped your girlfriend "insisting" it was repair when at the end of the day it'll be up to the technician to decide on the day.

Stoke

neilmcl wrote: »

Has the £75 actually been debited? If so, and it does turn out to be a repairable chip then I'd expect your girlfriend to be credited £65 back. If this doesn't happen then you definitely have an issue, until then I'd hold off until the facts are in.

FYI, I've never had an issue with Autoglass before, always contacted them directly and only ever paid excess (if appropriate) after the work was complete.

I don't think it helped your girlfriend "insisting" it was repair when at the end of the day it'll be up to the technician to decide on the day.

Yes she's already paid. We were not given the option of having an inspection before paying.

OK, let me clarify, my girlfriend didn't 'insist', she simply provided the information she had regarding her chip. On Autoglass website, they have a tool in which you can see if you're chip/crack is eligible for a repair. I know this isn't a fool proof method, but I question the point in having such a tool if they are going to ignore it's recommendation. My girlfriend isn't a windscreen expert and nor am I, however we can only go on the information provided.

My main concern is that it seems Autoglass offer no repair option at all, unless as you say, they intend on refunding her after. If they decide to replace the pane, I might ask the repairman to justify his decision seeing as I've printed off the details from Autoglass website.

Still, I won't be using them again, as I don't think it's right they take £75 before even inspecting the vehicle.

Stoke

OK a quick update on the situation
The Autoglass repairman came round today. He immediately said that the windscreen didn't need replacing. In fact, he said it didn't even need repairing as it (the chip) was smooth (?) and that the best thing to do was leave it and to call up for a refund. :wall:
I'm not sure exactly what that means, the fact it was smooth? Maybe the chip is on the inside? Seems unlikely to me but my girlfriend was the one dealing with him. I might have asked a few more questions. I did take a few photos so I've got them in case it gets worse.

I'm not sure if that's the right or wrong outcome to this whole issue, but assuming they refund her the money I will close the report I filed with Trading Standards. Credit to the lad from Autoglass (Paddy his name was), as he could have simply replaced it as she'd already paid.

Quentin

The outcome to all this is she still has this incident to disclose to future insurers.

Stoke

Quentin wrote: »

The outcome to all this is she still has this incident to disclose to future insurers.

Does she? Because technically she didn't complete the claim as the work hasn't been done.

I'll note that though.

neilmcl

A tip for the future, don't use the insurer's windscreen helpline number (unless in an emergency), contact your nearest Autoglass direct.

Quentin

Stoke wrote: »

Does she? Because technically she didn't complete the claim as the work hasn't been done....

When insurers ask about your history over the last 3/5 years, you don't just report "claims".

You have to report all losses/incidents that could lead to a claim.

As she has already reported this to her insurer it will have been recorded. (Which is why you have been advised in the thread to next time consider DIY or paying for a repair yourself rather than involve your insurer to avoid having this unnecessarily on record.)