Paint repair insurance

manamaga2512

Advance apologies for the very long post but I need to get the full story in.
Two reasons for me posting this; 1 - To get some advice and or be corrected on my thoughts, and 2 - In order that anyone having the same issue can follow the thread for their own information.

In 2015 I took out a Just Add Fuel deal on a little Peugeot 208. A 3 year affair with three options at the end, of which I chose to hand the car back. I also took out tyre cover (which I used once for a puncture and was dealt with very efficiently) and dent and chip insurance.............Therein lies the reason for my post. The dent and chip was "sold" to me by the salesman at Peugeot and it was not pointed out at the time that at the end of the deal there was a 200 and odd pound "final payment"!! I'm thinking that this is my fault for not reading the small print but I'm happy to be corrected on that if needs be, is it mis-selling?

Anyway, recently my car suffered a paint chip for which I called GardX and raised a claim to be repaired. I received an email from tobell insurance on the 9th August to say that the repair was not covered as it could not be carried out by a mobile technician and had to be done in a panel beating body shop. A little dismayed and thinking that they just wanted to get out of doing the repair, I emailed them back to say that it's a paint chip and doesn't need to go anywhere near a panel beater! I got a reply on the 13th August to say that they had passed my details onto the repairer (Flying colours) who would contact me within 48 hours to arrange a repair date. 3 days later I got a text from Dent Wizard Ventures (not Flying Colours) to confirm a repair date of 11th September in the AM.

On the 7th September I got a confirmation text to confirm the repair date of the 11th September in the PM!!.............I took the full day off work as they clearly didn't know if they were coming in the AM or PM.
It reached 16:43 on the 11th of September and there was no sign of the technician, not even a phone call. So I called DWV and was put through to the supervisor. She said that he had run out of time, she was very sorry and would call me back that same day with a weekend appointment (to suite me) and a good will gesture of £50 for teh inconvenience.................She didn't call back. Since the 11th September I have called DWV 6 times in order to speak with the supervisor. Each time told she was in a meeting! (they meet a lot at DWV). Not once have I had a returned call.

Giving up on DWV, I decided to call gardx (approx 2 weeks ago) with whom I took the insurance out in the first place. They said they would get in touch with DWV and get back to me. I've not had any calls back from gardx so called them last week only to be informed that they had not heard back from DWV.

Now, I am making the final monthly payment on my car on the 16th of this month, at which point I will be calling Peugeot to arrange collection as it is at the end of the 3 year deal. There is also a £207 final payment for this so called paint / dent repair insurance.......this insurance that I have made a claim on and have not had my claim settled!! I have now run out of ideas, nobody is calling me back and I'm so tempted to withhold the £207 final insurance payment as they have not met their side of the contract. If I do this though, I'm afraid it might affect my credit score. I have no idea where I stand and to say I'm p***ed off is an understatement. Any advice would be most welcome, and if anyone is having the same issue I would be interested in finding out.

Many thanks.

JJ_Egan

Problem is post is very very hard to read and understand .
I personally failed to understand the problem as its that long winded and rambling .

pmduk

It's actually a helpful comment. If you want people to read your problem and offer advice, it's beneficial to write in as clear a manner as possible.

After all, you're asking strangers to give up their time to help you.

One thing I'll add is, don't risk ruining your credit rating by withholding any repayments, it's an act that can follow you for years.

manamaga2512

Don't feel put out will you? There's an apology at the start for the long post. If you can't offer advice, fair enough. It's no skin off my nose.

Mr.Generous

Lost interest needs spacing out, please just add a few blank lines make it readable.

manamaga2512

@Mr.Generous Much better way of putting it. Line spacing duly added.

[Deleted User]

manamaga2512 wrote: »

Line spacing duly added.

Too late mate, you've already alienated the posters most able to help you by refusing point blank to accommodate them.

Posters here give of their time and knowledge for free. It's simply a common courtesy to make your posts as accessible as possible if you genuinely want help.

Sorry.

manamaga2512

Alienated people because they read too fast? Read it slower, I read it over half a dozen times before posting. And if the first reply hadn't been a sarcastic !!!!!!! I may have "accomodated" quicker and edited my post for those who struggle to read.

Greta_Sharbo

manamaga2512 wrote: »

Alienated people because they read too fast? Read it slower, I read it over half a dozen times before posting. And if the first reply hadn't been a sarcastic !!!!!!! I may have "accomodated" quicker and edited my post for those who struggle to read.

Might regret getting involved in this but let's give it a go.

The story is hard to follow but appears your insurance is with Tobell? So its up to them to sort it.

With insurance your terms and conditions with dictate nearly all of what your rights and obligations are. What do the terms say about how a claim is handled? Timescales? What happens if they can't repair?

Ultimately if Tobell can't/won't resolve your complaint you could approach the Financial ombudsman once you have exhausted their complaints process.

Who are Gardx and how do they fit into the story?

I would agree with the earlier post to make the final payment - say you are paying under protest if necessary - and then claim it back. This will be easier than potentially having a negative on your credit file and trying to have that rectified.

Greta_Sharbo

In regard to the misselling, yes you are entitled to pursue a remedy if you have been wrongly sold to however in practice unless you can prove it then it becomes 'he said, she said' and after 3 years I would let that drop.

manamaga2512

@Greta Sharbo, thanks for your reply. Please don't regret "getting involved", your post is much appreciated. What got my back up straight away was the first reply to my post, and subsequent posts. Thank you for your advice, much appreciated.