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We were with CaravanGuard for a year and couldnt wait to get back to the Caravan Club Super policy.....

CG charge for absolutely everything they do and god forbid you miss a payment (for whatever reason) .....

Hi guys,

we take all feedback very seriously and are always looking to improve the service we offer. I'd also like to take this opportunity to explain a little bit about how we do things and why, hopefully you'll find the information useful.

- fife-bloke

There is a cost associated with every change we make to a policy – staff time and re-issue of documentation. To keep our premiums as low as possible for all our customers we do need to charge for those customers who make changes to their policy mid-term.

We think the admin fee is fair as having reviewed admin fees of other insurers, in the caravan and other insurance markets, ours is below the industry average.

 - Cestrian

I’m sorry to hear your claim is not progressing as you wish. We do usually get excellent feedback about our claims service via the claims satisfaction survey you have been sent. In 2011 91% of claimants who responded to the survey said they rated the overall standard of service received as Exceptional or Above Average.

You are right that our claims are handled by our underwriters Royal & Sun Alliance Insurance plc and with the help of our specialist caravan loss adjuster SPI. It is common for a broker to outsource claims handling in this way but we think if anything outsourcing improves our service with the claims handling expertise these partners provide. We work very closely with both of these partners to ensure they have expert knowledge of our policy terms and the bespoke needs of our caravanning customers.

We do also have an in house claims liaison team and it is that team’s duty to get involved if a claim has been held up for any reason. If you’d like to contact that team on 01422 396 815, I have informed them of your dissatisfaction. They are awaiting your call and will do all they can to help get things sorted.

Neil

Caravan Guard

Greetings,

Re the above comments by CaravanGuard,

"and with the help of our specialist caravan loss adjuster SPI"

On my last claim (not with CaravanGuard), because of the inaction by SPI, I had to call in the Financial Ombudsman.

Doesn't build your confidence, does it?

Hi fife-bloke

Just to confirm, we would not charge an admin fee for correcting the CRIS number on your touring caravan policy as this is simply a correction of a mistake rather than a change.

This would be the same if, for example, your name had a spelling or typing error in it when you received your documents. We never charge an admin fee for changing mistakes on policy documentation as it could have resulted from a misunderstanding over the phone or simply a typing error on our part.   

It's important that the CRIS number is 100% correct so please do give us a call to get this updated.

We always aim to offer our customers the best possible service and appreciate your feedback, we have taken your comments on board and informed our management team. If you have any further queries or issues then please don't hesitate to get in touch via info at caravanguard.co.uk or by giving us a call on 01422 396 777.

Best regards,

Neil

Caravan Guard