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| I have made a decision to record and report all stages from
the accident involving our motorhome. This may be of general interest to
fellow owners of such vehicles and may give an in-site to how an insurance claim is dealt with. We all pay for insurance against these type of problems, this ongoing and live report will give a complete and honest view of what happens when you need to call on that insurance policy. Out of general interest we have cover supplied by Safeguard in Leeds and the insurance company is Cornhill. |
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DIARY OF A SMASH – CLAIM Saturday 19th April. 10pm Saturday evening out visiting relatives for a drink and a chat, Mobile goes with excited son “get here quick a car has smashed into your motorhome !!” Glasses down and we make a hasty 3 minute drive back home, to be greeted by the smoking remains of an old red Vauxhall car embedded into the side of our year old Autotrail scout. (sob!). Within minutes 2 fire engines (called because of petrol leaking from crashed vehicle) and a police car arrive. The 3 occupants of the car have already fled the scene and left us with the mess. Our home is at a “T” junction with a long straight road opposite, we have a large wide driveway with the motorhome parked well up the corner. I appears that some “speed youths” have come hurtling up the road, failed to notice the sharp left hand bend and have gone straight into my driveway and parked their car 1/3 of it’s length into my Autortrail !! The force was so severe that it actually pushed the 3 tonne Fiat sideways by at least 6 feet !! Wrecking the van, panel fencing and a concrete post. The car is made safe by the fire brigade, the police take details and then a tow truck arrives to drag the car away. Sunday 20th April (Easter Sunday) Daylight shows the full extent of the damage. Nearside just rear of the passenger door is severely wrecked, the Al-ko frame underneath has a twist and one cross member of the floor panel is at least a foot away from where it should be !! The force of the impact has dislodged almost every draw and cupboard inside as well at the Fridge, Cooker and Fire. At the rear, the tow bar has made contact with the concrete fence support and saved the back of the van from further damage. However it is now wedged through the fence, squashed between the fencing and some trees. Insurance claim time !!! We have always purchased cover via Safeguard at Leeds since we first bought a motorhome so now will be a good time to see how efficient a claim will be processed, something I guess many of you may have wondered and the reason I decided to write this article. The actual Insurance cover on the policy is from Cornhills. My first delay is encountered, being a Sunday there is no one at either Safeguard or Cornhill. The van will be going nowhere so it will be a long wait till Tuesday morning. Tuesday 22nd April. 9am and first call to Safeguard our insurance agent. After a positive start of a human being answering the phone (no automatic “press 1”) I was told the claims dept was busy and could some one call me back. No problem, left number.. So an hour later and no call, keen to get this claim underway I called them again. BINGO !! The automatic phone system !! press this, press that, wait a bit and back to a real person. Here I was ready to tell my tale of woe and get a “there, there, never mind we will make it all better”, reality was very matter of fact with name, policy number etc. Followed by a “get a repair quote and we will send you a claim form”.. Oh! Okay then…… Claim reported. What now ?? Call Brownhills at Cannock, these were the suppliers for our Motorhome back in December 2001. Les in the service listened to my tale and asked if I could drive it in to them for inspection. Explaining the situation that the van had been pushed sideways through a fence and looked wedged between a tree and concrete fence post, he advise to try and move but call back if I needed any help and wanted it collected. Tuesday evening saw the Autotrail being driven
forward to the sounds of breaking wooden fence panels and
crushed glass. Along with falling bits of car parts and some extra
scratches to the nearside side panels. Vehicle was driveable but looked a
mess with a hole in the nearside and lots of scratches. Wednesday 23rd April. Well the claim form arrived bright and early with the postman. Early afternoon I drove the 20 minutes up to the Brownhills branch at Cannock. Les came out to inspect and indicated straight away things did not look good, the chassis had a definite bend and some of the cross members were bent right up into the floor. I left the vehicle to go back and start that claim form. Friday 25th April. After a 2 day wait I get a call late on Friday afternoon from Les, “write off” …. Report will be in the post and should have it my Monday… Saturday, waited in anticipation of the post man in case the report came early, Nothing. Monday, again nothing. Tuesday 29TH
April. yet again
nothing.. So it was a call back to Brownhills, Les was not available so I explained what I was waiting for and requested if someone could fax me over a copy so I could get the claim underway. Nothing came by 2pm, at which time I had to go out near to Cannock anyway, so I thought I would divert in to Brownhills and get a copy. Finally after a visit to the service department I had the report, not with the correct registration number on it !! but a quick re-print and I was sorted. The claim form was already completed and waiting for me to fill in the part “cost of repair” I entered £44,780 and crossed my fingers. The Insurance policy stated that subject to the vehicle being bought new (yes) under 2 years old (yes) and under 12,000 miles (yes again) and that the repair cost is more than 60% of it’s list price (oh yes) a brand new vehicle will be supplied (whoopy).. Having already read this clause earlier in the week, I took the opportunity while up at Brownhills to enquiry as to the delivery time for a new Autotrail scout on Fiat chassis.. December was the reply !! To help speed things I attached pictures of the smash, copy invoices and a nice letter stating that there would be a real delay should I have to re-order a new vehicle. Now lets sit and wait. NOTE.. That promised report never did come in the post ???? Perhaps its in the same place at Brownhills where my replacement rear blind is, that was ordered in December 2001 ??? Bit late if they find it now !! Tuesday 6th May. Now a week from sending the claim. Decided to call Safeguard to make sure they have the paperwork and see if there is any update. The only information I get is that they have received the claim and it has been sent on to Cornhill. Safeguard state that the insurance company may want to send their own inspector. So it’s sit and wait.Tuesday 13th. Another week on and just as I was thinking of calling Safeguard again, I get a call from Brownhills. The insurance company have been in touch with them and they are making an inspection on Wednesday 14th.Wednesday 14th I needed to
go back to Brownhills to remove my DVD player. So I thought go late
afternoon and I might get an update. When I arrived they told me the
Inspection engineer was on site already, I looked everywhere but I must
have missed him. Wednesday 21st Now another week on and still nothing. Time to call Safeguard, they had heard nothing either and promised to call Cornhill and get back to me. Within the hour they called back but all they could tell me was that Cornhill was still awaiting the report as they had used an independent engineer for the inspection. Promised to get back to me by end of the week. Tuesday 27th Nothing heard, so another call to Safeguard. Managed to get a contact person, “sheila”, who would make enquiries and call me back on Wednesday. Wednesday 28th At last they call me back. Sheila rang while I was out and left a message with my son. “The repair was authorised on the 23rd” !!! This came as a shock as I expected the vehicle to be a right off. A quick visit up the road to Brownhills of Cannock and after 10 minutes of no one knowing anything about a repair, one of the service girls walked back into the office. Overhearing the conversation she states that “Ian” from the local insurance repair garage had already been down to take a look. A call to “Ian” finds that he is away on holiday for a week and no one else has all the details… Armed with my digital camera I decide to take further pictures of the vehicle, including some of the bent chassis before leaving Brownhills. Back home and a call to Safeguard, I make a request that we get a copy of the inspection report so I can see exactly what work will be taking place. I am assured that if a repair takes place it will be to the highest standards and the garage in question will not be paid until I sign a “satisfaction note”, they may even let me have a test drive before I sign !!! I though to myself no way could I be satisfied until I had used the van on a few trips. With an almost new van the last think I want is for the internal furniture to start creaking and to have ongoing problems.Tuesday 3rd June I give Ian a call at the nominated repairers. We have a long chat and he assures me the vehicle is repairable and will be completed to my satisfaction. He states that Brownhills should never have said it was un-economical to repair. Regarding the damaged chassis, he tells me that the “outriggers” that have been bent are simple bolt on and can be easily replaced. He had called Autotrail and most parts are available from stock or will be available in a short timescale. The longest delay was to be the nearside fibreglass “skirt”, this was a make to order part. Total estimate for completion “6 – 8 weeks”.. Monday 9th June After a week of thought. With many comments from friends about not having the van for another 2 – 3 months. I decide to call Safeguard and explore the possibility of getting a loan vehicle. After all I have paid my insurance, the accident was not my fault and it’s only me that’s missing out. It was about 4pm when I called and when I did get through I was told “everyone was busy and someone would call me back” Tuesday 10th June Mid morning I get the call back from Safeguard. “Hello, I would like to check progress on my claim and ask if we could obtain a loan vehicle”. After a few seconds of searching they come back with “oh yes, Brownhills will be stripping down the vehicle” STOP… Les the service manager at Cannock had already told me they wanted nothing to do with a repair, they had already inspected the van and given me written notification that in their opinion it was un-economical to repair. I proceed to give all the facts that I have to date and explain my position of having no vehicle, a long wait and missing out on the main holiday season. They will get back to me. Another visit to Brownhills I think, Sure enough they know nothing about doing any repair and the job has been given to the local insurance repair agent. My vehicle is being left in their compound for security until the repair company wants to collect it, which will be after they have all the parts (so that could be 6 weeks). Several staff members cannot believe how long this job is taking and the fact that it will be repaired, “we have seen less damaged vans written off” is a regular comment. My patience is now getting thinner so I am going to move things up a gear. Back to my PC where I write a polite but firm letter addressed to Cornhill with a copy for Safeguard. I fax across one copy to Safeguard and put hard copies in the post. Within 10 minutes I get a call, Great I thought now thinks will move. No such luck this was the call back from earlier in the day. Before they can begin any explanation I state that I am unhappy about accepting a repair and advise them to read my Fax / letter first. So I wait again..Tuesday 24th June Giving them the benefit of a few days for letters to get there and a week to get back to me, Absolutely no contact from either Safeguard or Cornhill. No acknowledgement of the fax the letters. So I call Safeguard again first thing Tuesday morning. Asking for an update I am advised that they did receive my letter and the fax, which they had sent on to Cornhill on the 11th June.. Not even 1 single hint of “sorry we did not get back to you” or anything. Once again I am left with the broker to call Cornhill to find out what is happening. Later they call me back and stated that Cornhill “never received any of the letters or fax’s”. Safeguard had again sent copies this morning and they will be dealing with it . It seems the repair value will be around £10,000 but their file said they were waiting for the vehicle to be stripped down for further assessment. ?? Once again I had to explain the whole course of events. Cornhill seem to think someone is to strip the
vehicle ?? Sheila at Safeguard explains that I might as well forget any chance of a loan or hire vehicle. The Safeguard / Cornhill policy does not cover this. Also as the vehicle that crashed into mine was possibly stolen and with no insurance there is no one to claim against. I express concern that even if a repair should take place I have not been advised what work needs to be carried out. The impact of the crash caused some internal fixtures to move such as the fire and fridge etc. What if after the repair I start to get internal problems ?? sticking cupboards, rattling furniture ?? Sheila says she will try and obtain the inspectors phone number so I can talk with him direct. Apart from a polite “I will let you know when we here anything” I am still no further forward.. Tomorrow may bring a reply from Cornhill but she will make a note to follow it up in a week if nothing is heard ?? Legal advise may be sought by the end of this week.. Wednesday 25th June. With absolutely no prompting I get a call from Sheila at Safeguard early on Wednesday. Update, the van has already had a second inspection on the 17th June. A repair is still going to take place as the estimate is £10,000 and far less than the 60% of value to meet the replacement clause in the insurance policy. Work will commence as soon as parts are available. I am left to wait again, Sheila will schedule in to check back first week in July and chase progress.Wednesday 24th September. Would
you believe 3 months have passed since the last entry and basically "naff
all" has happened. No one from Safeguard ever did ring me back as
promised. We moved house in July and then with my luck when there was a
storm we had lightning hit a nearby tree that took out my PC and hence I
lost everything web and email wise.. The whole saga of this vehicle repair
has started to stress me out, so much so that with the house move as well
I put it at the back of my mind until I was settled. Over the past few
weeks I have found out that all the required body panels have been ordered
by the repairer via Brownhills at Cannock. Several call and visits have
met with "wait for parts".. 3 weeks ago, Scott at Brownhills called and
said the last required part (the large plastic skirt) was due in very soon
at Autotrail and they were expecting a delivery within a week. A call to Safeguard informed me that Cornhill now handle all claims directly and I was given another number along with the claim ref. Call to Cornhill got me a very "could not care really" attitude," you will have to wait for parts she said" "we get this a lot with motorhomes" "complain if you want but you will still have to wait for parts". I asked about the so called "legal help" stated in the policy but was told this was for personal accident. An afternoon call made to my local solicitors and I am now in the process of providing them with all paperwork". Watch this space. Monday 29th September
On Saturday I went into Brownhills and left a message for the spares
manager. "Could he call me on Monday with the exact dates of when the
replacement parts were ordered from Autotrail as my solicitor needed them
for his case note". This morning (Monday) I get the call from Scott at
Brownhills but instead of the dates he tells me that the parts are leaving
Autotrail today by courier and will be with them on Tuesday 30th !!! Wednesday 1st October Having allowed an extra day my wife called Ian at the repair company to see if they had heard anything from Brownhills. JOYFUL news he has seen the parts with his own eyes !!! Yeah baby !! Plans are underway for him to collect the van next Monday (6th October) and start the repair. Thursday 2nd October In the post I get my reminder from Safeguard for the van insurance !!! Due on the 10th October my premium is now going up from £399 last year to £804.70 because of the accident. Fair enough I expect an increase as I will now have lost any no claims discount but it just seems real unfair when the claim is still unsettled and I have not used the vehicle for 7 months. I suspect that if I try to use another insurer it might be real messy with having to explain the claim, still will give it a try as a further experience of this diary. Saturday 11th October.
My Insurance has just run out, so I spent Saturday morning getting other
quotes from a few advertisers in the Motorcaravaner's club monthly
magazine. First one comes back with a whopping £1,600 when I explain about
the current ongoing claim. Another is better at £795 (£10) cheaper than
Safeguard, however for £10 I think best to stick with Safeguard and
Cornhill. Before I renew with them I thought call Ian at the repair agents
(Cannock re-sprays) and just check the vehicle was collected from
Brownhills and under way. Ian was not there but another staff member
tells' me it's not there !! I leave a message for Ian to call me Monday.
This will now be almost 2 weeks since the parts arrived !!. Monday 13th October On the Sunday I prepared a summary of events for my solicitor. Monday morning at 9.20 I am on the way there when my mobile phone rings. It's Sheila from Safeguard, she must have seen the comments after the renewal and calls to clarify the situation. I explain that I am really unhappy and about to seek legal advise. After expressing my concerns that in over 3 months no one had even bothered to contact me, I state that I will await a view from my solicitor. Upon returning back to my workplace I get a call from Ian at the repair centre who apologises big time and explains that "emergency family matters" created the delay in not collecting the vehicle and yes he should have called me....He was ready to collect now if needed and start work, giving him the final benefit of the doubt I arranged for the Autotrail to be collected next morning before 8.30am. Tuesday 14th October Just after 8am, along came a man and took away the motorhome. A provisional 3/4 weeks was given as a timescale. Friday 14th November We have recently returned from a weeks holiday in Benidorm. Our hotel there overlooked 3 of the local campsites, so all we saw everyday were motorhomes. As we sat and drank cheap lager we kept thinking back to the last time we were there and stayed on one of the sites. On our arrival back in the UK I had planned to call Ian with a progress report. He beat me to it and called full of good news. Final painting was underway and one day next week he would like us to visit, this was to do an internal inspection. He was confident with the external parts but wanted our approval that the interior was "as it was before". So we await his call.. Tuesday 18th November
THE CALL !!! Ian the repair agent calls, all the work is
finished and he wants me to go up and have a look over before release of
the vehicle. Wednesday 19th November We make the visit and inspect the vehicle. Everything looks good both outside and in. Delivery of the vehicle back to my house is planned for that afternoon. Upon deliver I sign to say the vehicle is back but as agreed with Ian we need to test the vehicle out with a few trips before we give our total satisfaction.
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