Cracked Panoramic Roof

(06-01-2012 09:44pm)mywillia Wrote:  Just out of interest is yours a Car policy or a 4x4 policy? I checked the Car policy online but can't find a sample policy for the 4x4 cover which suggests that the wordings are the same. If they give you any hassle just ask them to tell you where in their GLASS policy section a GLASS roof is excluded. Their policy wording states that:-

"How to Claim
Any event which might become a claim under the policy must be reported to US as soon as possible. (you've done this from what I can gather) WE will require written details of any claim, except where the only damage is broken glass in the CAR’S windscreen, windows or sunroof.

Landrovers own definition of the Pano roof is "Choose between a range of contrast colour roof options* or a panoramic sunroof to further personalise your Range Rover Evoque."

NFU will pay you out for the claim and you won't lose your NCD and you should only have to pay the windscreen excess, you just might have to remind them of the terms of their policy. If you are going round in circles with the claims handler then mention the word "Complaint" and throw in "I don't think you're treating me fairly" for good measure. Those phrases should guarantee that 1. You've just raised a complaint that has to be investigated by someone with far more knowledge than the claims handler. 2. They now know that you're aware of the rules surrounding "Treating Customers Fairly". This basically means that they can't change the wording of your policy to suit them. That's not fair!

As before the offer is open to PM me. If you want to talk further I'm happy to talk you through things on the phone.

To be exact this is covered under a fleet policy, i will raise the points you have mentioned on Monday with my Broker and post as soon as i have some news,

Thanks again

Some great advice mywillia, this is exactly what forums are best at, helping fellow owners in need!

Churchill covers glass sunroof under Section D windscreen damage, with a £75 excess and no impact on no claims bonus. The expenditure limit is the market value of the car.

Let's hope most other policies are similar if the pano roof is vulnerable to stone damage.

The lanes around Surrey are covered in loose grit and peppered with pot holes so it will only be a matter of time for me. I had two windscreens replaced on my Disco 3.

(06-01-2012 08:44pm)mywillia Wrote:  Mr P

As Woody says check your policy docs for glass coverage. Unless there is specific mention of a panoramic roof being excluded from the Glass coverage you're covered under that section. If the fact that you cannot use NFU's approved repairer because they don't have the skills to replace the panaoramic roof then you shouldn't be penalised for lack of skills in their approved repairer network.

I've just checked the sample policy doc for NFU and there is no mention of a requirement to use an approved repairer. In fact the approved repairer section explicitly states "If WE are unable to locate a convenient approved repairer WE can assist YOU to identify a suitable alternative repairer."

I would hazard a guess that NFU are at a loss how to help and so expect you to find a repairer for the roof. You may potentially have to pay upfront for the roof and then claim back the cost from your insurer less ONLY the windscreen excess. Bear in mind that because you're outside of their approved repairer network that you may not get a courtesy car.

If you need any more questions answering feel free to PM me. I work for a large insurance co and am well versed in claims. My wife is a claims quality manager for another large insurance co.

I can see a raft of insurers making some swift changes to future policy docs once they cotton on to the cost of repair for a pano roof!!!!

Great answer and exactly what the forum is all about. Genuine people helping where they can. Thank you.

+1.

Good work.

(06-01-2012 11:25pm)Claud Wrote:  The expenditure limit is the market value of the car.

Hopefully, they will accept the car is worth more than £1440...

I appreciate that these things invariably happen too quickly to take any real notice but do you have an idea if you were hit by something large / small or travelling at a rate of knots as its produced a big crack?

Not NFU but Admiral, but I checked about the pano roof before taking out the policy and they said it was covered with just normal glass excess, no extra to the policy cost. I did mention the all extras incl roof at the time and they noted them down.

(07-01-2012 12:24am)PhilSkill Wrote:  Not NFU but Admiral, but I checked about the pano roof before taking out the policy and they said it was covered with just normal glass excess, no extra to the policy cost. I did mention the all extras incl roof at the time and they noted them down.

I was going to double check the policy wording but same here - I was sure admiral said it would e covered as a normal glass claim.

(06-01-2012 09:53pm)Mr P Wrote:  To be exact this is covered under a fleet policy

Mr P.
I'm no specialist in Fleet. Personal Lines is my thing. However, I would hazard a guess that the policy wording would not be that far removed from the standard motor policy T&C's. It would be useful to have your policy wording to hand and read all of it before speaking to either the Broker of NFU. Pay special attention to the section on claims for Glass, what's covered, what is the excess, how does a Glass claim affect your NCB and check that the Glass section covers sunroofs (I'm sure it will). Also pay attention to any references to "approved repairer network" and the requirements for going outside of their network.
If you're able, you might be better speaking to NFU directly rather than through your broker. If do you phone NFU directly remember that call's are recorded. You can use this to your advantage.

• If you've read your policy and the Glass section states that sunroofs are included ask them to tell you where in the Glass section damage to sunroofs is excluded. Don't cloud the issue with reference to Panoramic. Landrover call it a sunroof therefore it's a sunroof. Just happens to be a bloody big expensive one!
• Ask them where it states in the policy that repairs performed outside of the approved repairer network are treated under the accidental damage section of the policy
• If they agree that it is covered under the Glass section ask them to confirm that your excess is £xx as per your policy excess for Glass
• Ask them to confirm that as per the policy your NCB will not be affected as it's a claim under the Glass section
• Ask them to spell out the procedure now that their approved repairer (Autoglass) are unable to replace the roof
• If they ask you to arrange your own repairs and send them the bill ask for a claim number that you can quote in all correspondence. They should already have a claim number for your claim because the minute you told them that you had damaged the sunroof they should have recorded that as a claim under FNOL (First Notice of Loss).
• FNOL is just a technical term that means you've told them you've done some damage, you just don't know how much it's going to cost them yet. Which section of the policy covers the damage is irrelevant, they've potentially got a claim coming their way and FSA rules mean they've got to set aside some capital to cover it. They do this by creating a reserve on a claim (which has a claim number assigned)
• If they ask you to pay, ask them to confirm that settlement will be cost less windscreen excess
• and remember, it's all been recorded so if they tell you something now that's in your favour (even if it's wrong) they can't not honour what they told you
  

I'll check with the wife in the morning if the "Treating Customers Fairly" principle and complaints process are still the same for fleet policies.

Good luck and keep us all posted

OK, checked with the wife and TCF principle applies across all financial services products so remember the golden phrases if your not getting anywhere "That's not fair" and "I'd like to complain"