Elephant breakdown cover charges.

Medic999

I took a policy out with Elephant at the start of this year, and when getting my quote (over the phone) i stated i wanted breakdown cover as well, which got added to my policy (increasing the total price).

I broke down last month and needed the recovery. I then found out that instead of normal nationwide recovery (which i had with my previous insurance) that i only have the local recovery package, which will only take me home or the nearest garage within 10 miles.
My fault for not reading the policy documents correct, but hey ho.

Whilst ringing the recovery i explained the problem (drop in oil pressure causing an engine failure) and that we need to be recovered home (as that was late sunday evening).
I am then told again about the only 10 miles rule, and everything above that i would have to pay £ 1,50 per mile for.

We were 39 miles from home (according to the sat nav, and google maps) so that would mean i would have to pay for the other 29 miles, at £ 1.50 per mile, which should have come to £ 43,50

They then tell me that they need to add administration costs, and that the total comes to £ 93, which i needed over the phone before he would even send out the recovery truck.

After being recovered home i emailed elephant stating i was not happy. I've already paid extra to have recovery added to my policy, so why do i need to pay additional administration costs, and if you tell me it's £ 1.50 a mile, where does this £ 93, come from ??!


I then get a letter from call assist, stating they're dealing with my complaint, followed by another 3 line letter stating thanky ou for using our service, the costs are :

NET 77.50
VAT 15.50
Total 93,00


Which still doesn't explain anything!!

Anyone else experience with elephant breakdown cover ? And what would be the best way to fight this ?

scotsbob

It looks like you were charged 29 miles @ £1.50 = £43.50, plus their admin fee of £34, plus vat = £93.

As you have said, you should have read the policy before you took it out. If the costs are laid out in the policy document you will have difficulty challenging them.

Quentin

It's going to be hard to fight it, as presumably you paid them the £93 of your own free will?

Medic999

It wasn't really out of free will, but we were told you must pay this fee now over the phone, or else we won't send anyone out.

As we were stuck in the dark on a tiny sliproad of a busy A road we didn't really have much choice. I just don't see why i should pay an admin fee, as i've already paid extra for having the breakdown added to my policy.
They have all my details, why do they need an admin fee ??
None of my other insurance companies have ever done that when breaking down before.

Just looked through elephants policy and can't find anything about this admin fee. It just says :

Your Cover as shown in Your Policy ScheduleLocal Cover
If Your Vehicle suffers a Breakdown within the Territorial Limits (UK), We will send a Recovery Operator to the scene of the Breakdown and arrange and pay Callout fees and mileage charges needed to repair or assist with the Vehicle.
If, in the opinion of the Recovery Operator, they are unable to repair the Vehicle at the roadside We will assist in the following way:
• Either: arrange and pay for Your Vehicle, You and up to 7 passengers to be recovered to the nearest garage within 10 miles of the scene of the Breakdown, able to undertake the repair
• Or: if the above is not possible at the time or the repair cannot be made that day, We will arrange for Your Vehicle, You and up to 7 passengers to be recovered to Your chosen destination up to 10 miles from the scene of the Breakdown

The recovery must take place at the same time as the initial Callout otherwise You will have to pay for subsequent Callout charges.
If Your Vehicle requires recovery, You must immediately inform Us of the address You would like the Vehicle taken to. Once the Vehicle has been delivered to the nominated address, the Vehicle will be left at Your own risk.
The Breakdown must occur more than a quarter of a mile radius/straight line from Your Home Address.

General Notes
This is an insurance policy. You must ensure Your Vehicle is in a roadworthy condition and is regularly serviced. Purchasing this service means there are no circumstances, which You are aware of, that are likely to result in a claim under this insurance.

Uninsured Service
We can provide assistance for faults that are not covered under this insurance policy or where You would like Us to assist additional passenger numbers, who exceed the maximum of 7, stated within this policy. All costs (including an administration fee) must be paid for immediately by credit or debit card.

Exclusions applying to all sections of the policy unless otherwise stated
This insurance does not cover the following:

Breakdowns caused by failure to maintain the Vehicle in a roadworthy condition including maintenance or proper levels of oil and water.
13. Costs incurred in addition to a standard Callout where service cannot be undertaken at the roadside because the Vehicle does not carry a serviceable spare wheel, aerosol repair kit, appropriate jack, or the locking mechanisms for the wheels are not immediately available to remove the wheels.
14. Specialist Equipment, additional manpower and/or recovery vehicles, or a recovery further than 10 miles from the scene of the Breakdown if Your Vehicle is immobilised due to snow, mud, sand, water, ice, or
a flood.
15. Service where Your Vehicle is not accessible or cannot be transported safely and legally using a standard recovery vehicle.


My vehicle (Mitsubishi 3000GT 3.0 V6 Twin Turbo) is wel looked after, just had a big service and passed it's MOT so i don't see how they can add that administration fee which is only listed under their "uninsured service".

Spankey

If you paid by credit card then ask your card company to do a chargeback on full amount as it over the charge for recovery you were quoted.
Then just pay them the tow fee they originally quoted , thats what i would do.
Dont get mad get even.

Quentin

Medic999 wrote: »

...... i don't see how they can add that administration fee which is only listed under their "uninsured service".

From what you say in your OP, you did use an "uninsured service" - you had no insurance for breakdowns away from your local area, and requested them to arrange a call out/recovery for you.

Ultrasonic

I agree with Quentin.

I'm struggling to see what basis there is to 'fight' the charges here. On the face of it, it sounds like the OP didn't check the cover level provided until it was too late.

Learn the lesson and just buy better cover for the future, e.g. Autoaid for £39 a year.

Medic999

Quentin wrote: »

you had no insurance for breakdowns away from your local area, and requested them to arrange a call out/recovery for you.

I have, but not to be recovered home.

If i break down away from home, they'll still come out and try and fix the problem, as part of the policy, and if they can't fix it they will recover me to a garage within 10 miles, as per policy.

The only thing they won't do is recover me further then 10 miles. For which i was quoted £ 1.50 per mile on the phone, and the policy does state that they can charge for that.

I rang them today and they said i haven't actually been charged an admin fee, i have been charged for the extra 29 miles to get home, and then an additional 30 miles for the breakdown recovery truck to drive back to his area.

I thought that was a bit strange. If i ring for a taxi i will only pay the taxi fare for the journey i do. I don't pay the taxi to drive back to his base or home.

I also went through the policy and there's nothing mentioned about paying for the recovery truck to drive back, so in my opinion i shouldn't be charged for that.

When taking out the policy you can read through it, see that you can be charged £ 1.50 per mile after those 10 miles, and then you can agree to have the policy.
So why can they add more charged afterwards that are not listed in the policy.

People might not agree with that and would not take out the policy if they knew about that.

AndyPK

When renewing they tried to sell me breakdown and gave me the two costs, local and national £82.

To make things worse it is per car!

I don't think u did badly. You needed to get home.