Potential claim against Green Flag breakdown

Costy

Hi, my new car (new to me!), had a leaky radiator on Saturday. I was quite a distance from home, and to cut a long story short, after several attempts at cooling it, and moving on a bit further, I called Green Flag, I have paid them for over 20 years for breakdown cover. The green flag man filled the car with water, and told me that I would make it home. He said the engine on this particular car was very robust, and it would get me home no problem. I asked him to confirm this several times, and he said "I could go and get the recovery vehicle, but I'd have to go all the way home, get the keys to the yard, unlock the yard and get the vehicle. It seems a bit unnecessary because the car will get you home. Ignore the temp guage, it's not giving an accurate reading because the leak is stopping the system being pressurised." Sadly, I didn't make it home, the car blew up in very dramatic style. I called Green Flag, and the same guy came out, this time with a child in the recovery vehicle. He was very defensive, and said that I wouldn't get anywhere with a complaint because I signed a form saying that he offered recovery, which I did. My car is going to cost £1200 to repair, what do you think the chances of me getting reimbursement are?

InsideInsurance

Presumably your conversation with the recovery agent were all in person? Did you phone Greenflag themselves to check the agents advice before following his instructions? (most probably wouldnt but always worth asking these questions).

As always with verbal agreements/ advice etc it is hard to prove exactly what was said if the other party(s) arent honest.

Ultimately, in the first instance, call Greenflag with your complaint. Unless you get exactly what you want on the phone then follow it up with a letter and threaten to take it to the FOS if you arent happy with the response.

Costy

I have submitted an objective report of what happened, and all conversations, and will be getting an independent quote and diagnosis of what's wrong with the car tomorrow. What's the FOS?

InsideInsurance

FOS = Financial Ombudsman Service

They adjudicate on complaints that insurers and banks are unable to resolve, free for you to use, they charge the financial company in all cases, their decision is binding on the financial company but not you so if you dont agree you could still go to court.

You can only engage the FOS when either (a) you get the response from the insurer or (b) 8 weeks have passed, whichever comes first.