(07-01-2012 12:23am)ytshome Wrote:  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?

(07-01-2012 01:07am)mywillia Wrote:  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"

(09-01-2012 06:56pm)mywillia Wrote:  Mr P

Good news, Glad they saw the light. Did they require much persuasion?