Debenhams Insurance not honouring courtesy car cover after theft of catalytic converter

itm2

My wife has car insurance with Debenhams insurance. It includes "Courtesy cover while your car is being repaired":
https://photos.app.goo.gl/N9iNdcC4FaZFEwzp6
This afternoon the car had its catalytic converter stolen, and some bodywork on the driver's side was also damaged in the process (presumably by a clumsy jacking-up of the car). We phoned the insurance company immediately to lodge a claim, wanting to get the ball rolling as soon as possible as the car isn't really driveable. We were connected to the underwriters - Somerset Bridge Ltd. They told us that we should get a quote from a local garage and get it approved by them before proceeding. When we asked how we could arrange for a courtesy car while the car was being repaired, we were told that this was additional cover which we would  need to speak to our insurance broker about (i.e. Debenhams). When we phoned Debenhams they told us that we were not entitled to a courtesy car unless the claim was for an accident or vehicle theft. I pointed out to them that this condition was not stated anywhere in our policy documentation (schedule, certificate, insurance information document or terms of business). They insisted that we were not covered, however. I repeatedly asked to speak to a supervisor or manager to escalate a complaint, as we need access to a temporary vehicle as soon as possible. The advisor left us on hold and came back to us several times, claiming that nobody was available. He said that he had logged a call with the relevant department, and that we would be called back in 24-48 hours.
In the meantime we have contacted the local Toyota dealership and they have told us that they will not have the necessary parts for at least 4 weeks (!) - the theft of catalytic converters is currently a very popular national sport. Moreover, they could not get the car in to provide a full quote for the insurance company as they currently have no space for it, so we can't even get the ball rolling with the insurance company.
Has anyone else had this kind of nonsense from their insurance company when trying to claim for a courtesy car? If so, do you have any advice for how best to progress this?

[Deleted User]

You're already doing it.

You need to speak with the insurer.

Aylesbury_Duck

Whilst the condition of the hire car is not found in your paperwork, does your policy state that a hire car will be made available for all types of claim?  What exactly does the policy say about courtesy cars?

itm2

Aylesbury_Duck said:

Whilst the condition of the hire car is not found in your paperwork, does your policy state that a hire car will be made available for all types of claim?  What exactly does the policy say about courtesy cars?

The only references to courtesy car cover in the full list of documents is
In the Product Information Document, where it states:
- (under "Cover for you") - "Courtesy Car while your car is being repaired"
- (under "Are there any restrictions on cover?" - "Courtesy car is limited to a small manual hatchback and subject to availability and only provided if your car is repairable"

In the Policy Summary:
- "If Your Car is repaired by one of Our Approved Repairers, You will be supplied with a small manual hatchback Car while Your Car is being repaired, subject to availability. Cover under this Policy will automatically be extended to cover Courtesy Cars provided by Us for the duration of the agreed period. "
- "Courtesy Cars are not provided for incidents abroad.
- "Courtesy Cars are not provided if Your Car is stolen or determined a total loss "
In the Policy Wording:
"If You have Comprehensive cover and Your Car is repaired by one of Our Approved Repairers, You will be supplied with a small manual hatchback Car while Your Car is being repaired, subject to availability
What is covered
- If You have Comprehensive cover and Your Car is repaired by one of Our Approved Repairers, You will be supplied with a small manual hatchback Car while Your Car is being repaired, subject to availability.
-Your insurance cover under this Policy will automatically be extended to cover Courtesy Cars provided by Us for the duration of the agreed period.
What is not covered
-Courtesy Cars are not provided if Your Car is stolen or determined as a total loss.
-Courtesy Cars are not provided for incidents abroad.
-Any other hire Car will not be covered under this Policy.
-Any fines for parking, motoring offences or fixed penalties, or congestion or toll charges incurred.

...So, as far as I can see, there is nothing in the policy contract which supports Debenham's view that courtesy car cover only applies in the event of accidents or vehicle theft???

itm2

Deleted_User said:

You're already doing it.

You need to speak with the insurer.

Yes, but it doesn't seem to getting me anywhere, as they seem to be introducing new policy exclusions on the fly. Just looking for ideas on how to break the deadlock.

Aylesbury_Duck

They appear to be contradicting themselves on the matter of theft.  The policy wording says a courtesy car isn't provided if your car is stolen but they've told you they only provide a courtesy car in the event of an accident or theft of the vehicle.  Not that that helps you specifically but it is an example of their muddled approach.

Where they perhaps have a get-out is in the "if one is available" wording.  You are not guaranteed a courtesy car so if you push them and they agree the wording is ambiguous or just wrong, you might find there isn't a car available...

facade

You need to find the definition of "being repaired"

Is not even at the garage because the parts are on 4 weeks back-order "being repaired"?

It reads as though the courtesy car is the one that the bodyshop give out whilst they actually have a car in for work, and you have to book it weeks in advance.

It doesn't sound like the one in the advert with Winston Wolf, where you get another car whilst the sound of the collision is still echoing.

KimJongUn88

Is Toyota on the list of their approved repairers as their terms and conditions state they only provide a courtesy car if your use an approved repairer.

Grumpy_chap

The OP's car isn't yet being repaired.  The insurance normally only covers the courtesy car while the car is with the garage being repaired and it is then really the garage that provides the courtesy car not the insurance company.

itm2

KimJongUn88 said:

Is Toyota on the list of their approved repairers as their terms and conditions state they only provide a courtesy car if your use an approved repairer.

We were expecting the insurer to direct us to an approved repairer but they didn't. They just told us to get a quote from a local garage and send it to them for approval.
The "if available" condition for the courtesy car is a worry. But the insurer is actually denying any cover for the courtesy car in the first place. This sounds an awful lot like the policy having been mis-sold to us.

sheramber

Ask them to show you where in the policy it says you are not due a courtesy car.