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Firstly, I hope this is the correct thread to post in! If not, my apologies!
I took out my Warranty Direct policy approximately two months ago when I bought my Smart Car, in honesty just for some piece of mind against any big costs and although it had been serviced a few months ago, I decided I wanted it serviced again before a big trip across Europe I was planning on making. Unfortunately there were numerous items that needed attention it appeared, and most were clearly wear and tear and so I didn't claim for those as Warranty Direct only cover that after 90 days (as they state very clearly). I did, however, claim for the Steering Angle Sensor (which comes as a unit with a new wheel), a Brake Light Sensor and the Turbo as the manifold was cracked. Warranty Direct informed me that they couldn't cover the brake light sensor but that the other elements would all be covered and that I would have to submit documents, along with a report and photos from the garage. After two days I called them and they said they hadn't received anything, however when prompted they found the emails and processed it within an hour or so. They then called the garage and subsequently myself, to tell me that they would not be covering the steering angle sensor as my policy did not cover airbags or emissions systems, and that they would not be covering the turbo as the manifold wasn't included in the policy. Now the steering angle sensor comes with a wheel as a complete unit and it wasn't an airbag I was claiming on, with the turbo and manifold also coming as one unit and Smart considering it one complete unit. The policy documents also say nothing about excluding manifolds and include 'Turbocharger units' which to my mind and that of Smart refers clearly to all elements of a turbo!
I have now agreed to pay Smart to have the work done anyway on the turbo and will see if I can afford a new steering wheel but am disgraced that after trying so hard to comply with each element of the policy and having read every line of it when I took it out, that to my mind they aren't covering things that they clearly state are included!
Not only that, but because I agreed to pay in quarterly installments, they actually want £75 off me to cancel my policy two months into it!
Is this a common problem? I was hoping that these horror stories only applied when people were upset things weren't included after assuming they were, but to a reasonable persons interpretation, my policy document does include these things!
In addition, I am annoyed that when they say they will get people to call you back, they don't! - I think that's a pretty basic thing to ask for in customer service.
Do I go with another cover such as Warranty Wise or just give up on 3rd party warranties?
I took out my Warranty Direct policy approximately two months ago when I bought my Smart Car, in honesty just for some piece of mind against any big costs and although it had been serviced a few months ago, I decided I wanted it serviced again before a big trip across Europe I was planning on making. Unfortunately there were numerous items that needed attention it appeared, and most were clearly wear and tear and so I didn't claim for those as Warranty Direct only cover that after 90 days (as they state very clearly). I did, however, claim for the Steering Angle Sensor (which comes as a unit with a new wheel), a Brake Light Sensor and the Turbo as the manifold was cracked. Warranty Direct informed me that they couldn't cover the brake light sensor but that the other elements would all be covered and that I would have to submit documents, along with a report and photos from the garage. After two days I called them and they said they hadn't received anything, however when prompted they found the emails and processed it within an hour or so. They then called the garage and subsequently myself, to tell me that they would not be covering the steering angle sensor as my policy did not cover airbags or emissions systems, and that they would not be covering the turbo as the manifold wasn't included in the policy. Now the steering angle sensor comes with a wheel as a complete unit and it wasn't an airbag I was claiming on, with the turbo and manifold also coming as one unit and Smart considering it one complete unit. The policy documents also say nothing about excluding manifolds and include 'Turbocharger units' which to my mind and that of Smart refers clearly to all elements of a turbo!
I have now agreed to pay Smart to have the work done anyway on the turbo and will see if I can afford a new steering wheel but am disgraced that after trying so hard to comply with each element of the policy and having read every line of it when I took it out, that to my mind they aren't covering things that they clearly state are included!
Not only that, but because I agreed to pay in quarterly installments, they actually want £75 off me to cancel my policy two months into it!
Is this a common problem? I was hoping that these horror stories only applied when people were upset things weren't included after assuming they were, but to a reasonable persons interpretation, my policy document does include these things!
In addition, I am annoyed that when they say they will get people to call you back, they don't! - I think that's a pretty basic thing to ask for in customer service.
Do I go with another cover such as Warranty Wise or just give up on 3rd party warranties?
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