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"Well I purchased a scratch & dent insurance policy from this company. After about 7 month I had to make a claim from some scratches and a minor dent. The scratched were under the length limit as per policy. I sent them pictures and without even sending someone to look at the car they rejected my claim stating that the scratches are too deep! So essentially they are selling you a policy for minor scratches which one can easily remove using scratch removing creams like T-Cuts. Customers are duped into thinking that a deep scratch or dent would be covered but they are not. Only those scratches are covered that could be easily removed at home by the policy holder. Don't waste your £160/Year for nothing instead give business to local body shops to get deep scratches removed at fraction of price. You can always remove light scratches yourself with T-Cut!!!!"
Posted 3 weeks ago
Khalid - thank you for your review. Whether positive or negative, all reviews are appreciated as they help shape our business going forward.

I regret that you feel the way you do and also regret that you've taken to publicly make such understated claims about the physical damage to your vehicle - felt that I had explained the cover level of the policy comprehensively during our telephone conversation earlier today.

To put things in to perspective for spectators though, you supplied us with the following images of damage to your vehicle:

The policy you purchased, covered you for a one-year period for the repair of minor scratches and dents that occurred to your vehicle with the ability to make up to three claims. For this you paid a premium of £159.57.

Specifically, the policy you selected when you bought it online, would permit cover for scratches up to 30cm in length and up to 3mm deep, and/or dents up to 30 cm in diameter. You also selected cover that would permit the repair to damage that had affected up to a maximum of TWO body panels.

The damage that you have submitted a claim for, looks to be more than 30cm in length (the image of the damage to the skirt of the vehicle appears to show a scratch exceeding the 30cm shown on your tape measure) looks likely to be more than 3mm deep due to the apparent crease in the metalwork (again on the image of the skirt of the vehicle) and has affected *THREE* body panels (two doors and the skirt).

As I explained when we spoke, whilst I could potentially have appealed and asked for a second opinion as to whether the damage was within the scope of a SMART/cosmetic repair (and would normally be only too happy to do so), the fact that THREE body panels were affected would still see your claim outside of the policy parameters and therefore the rejection would stand regardless.

You asked whether you'd be able to claim for just the damage to the doors to be repaired and then organise the repair of the skirt yourself. I pointed out that if you did that, there'd be a very good chance that the skirt and doors would end up a different colour if not carried out by the same technician as one single repair - therefore not advisable even if it were possible.

You asked whether you could claim for a repair of the damage to the doors and then pay extra for the damage for the skirt to be repaired. I explained that technically the policy wordings would not permit this but you could always appeal this by way of a formal complaint which I'd have to refer on to the policy insurer, because only they would have the authority to permit such a request. I further explained that if you wished to explore this approach the insurer would be legally obliged to respond to your complaint within a maximum of 8 weeks.

You elected instead to cancel your policy and take a pro-rata rebate of unused premium in the sum of £68.82. Your policy was duly cancelled and your refund has been scheduled.

Whilst I understand you're unhappy that your claim should be rejected at all, there are limits to what can and can't be covered by any insurance policy and in this case, for the reasons explained above and based on the images that you provided, the damage to your vehicle is so substantial that it's simply beyond the limits of the policy.


I hope this helps to clarify matters and I hope you manage to get your vehicle repaired to your satisfaction in due course.
Posted 3 weeks ago is rated 1.00 based on 1 reviews

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