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I had a hefty claim with CaravanGuard earlier this year, (£1700) approx, settled with no problems at all. I have always found them to be very good to deal with.

Steve W

Cestrian

I apologise that you felt there was a lack of communication during the claims process and want to assure you your comments have been taken on board. We are in the process of implementing new procedure to issue more guidance at the start of a claim so that a first time claimant knows what to expect.

As a specialist insurance intermediary we manage every aspect of the insurance products we offer, other than authorising the claims which is done directly by our underwriter RSA in order to provide the fastest settlement possible. To ensure expertise, we spend time training the RSA claims team in the bespoke needs of caravan owners.

We also employ SPI, who as specialist caravan loss adjusters work independently between the customer and the insurer to ensure a fair settlement. It is standard practice in the caravan industry for the caravan owners to obtain estimates for repair work and submit them to the insurer for approval.

At any point during a claim a customer can call and speak to our dedicated Caravan Guard Claims Liaison Team who are there to help the claim run smoothly. The reason that our team didn’t proactively get in touch was that the reports we receive from RSA and SPI told us that the claim had been authorised and was progressing as it should.

As mentioned by slbray above, our claims process is streamlined for efficiency meaning you have the fewest points of contact as possible. If the claim progresses normally you won’t hear from Caravan Guard again until we send our satisfaction survey at the end of the claims process, which we use to seek feedback in order to continually review and improve the claims experience.

We pride ourselves on offering excellent customer service, and one of the ways we do that is to monitor and respond to customers on forums who are having issues, in an effort to help the customer and potentially improve the service for others.

We will always welcome any feedback, negative or positive from UK Campsite members.

Best regards,

Neil

Caravan Guard

Maybe my input has no relevance here to your question but the first thing I look for before insuring with any caravan insurance company is an 0800 freephone number. If I am going to pay for insurance I don't wan't to pay for my phone call too so that is my number one priority every time. Over the years I have insured with Bakers of Cheltenham, Saga, Safeguard and finally Caravan Guard but they say that you can never tell how good an insurance company is till you have to make a claim and that's when they show their true efficiency. Fortunately I have never had to make a claim so I can't really comment on the efficiency of any of the companies mentioned but although (Swinton) 'Safeguard' have come up cheapest I wouldn't insure with them again due to the masses of A4 paperwork with excessive terms and conditions, and if you don't read it all then you find there are extra costs involved such as admin charges and other hidden fees that you don't get with others. I have insured my caravan twice with Saga as the quotes have been competitive but when it comes to the renewal they always seem to be more expensive so no rewards for loyalty there. After reading positive comments on here I decided to shop around and change to Caravan Guard and will say that not only were they competitive in comparison to others but their staff were extremely polite and helpful. When it comes to the renewal date next year, if Caravan Guard appreciates my business and reward me for loyalty by not implementing extortionate increases I will most likely insure with them again but like most insurances these days whether it be home & contents or car insurance, you always have a battle trying to find a more reasonable offer. In saying that, it's no different with utility and phone companies as none of them seem to recognise loyalty nowadays like it used to be years ago. It's a shame how things have changed but that's how life is now in the modern world unfortunately.

wow thank you for all your info will have a think still got a week or two before we go away in it :)

thanks again

jen :)