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14/10/2013 at 9:18pm
Location: West Yorkshire
Outfit: Land Rover DiscoveryCoachman VIP 535 4
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SamP' I posted about this company last year, here it is
I too was initially tempted to use Saga by the seemingly very competetive first years quote. I was insured with them for three years and they increased the quote annually but I was happy to pay. Everything was fine until one morning I found that my headlights had been stolen from my mk2 discovery and as I had been paying insurance premiums for over forty years without a claim and protected no claims bonus decided to claim, for the replacement which was just under £500.
I informed Saga on the morning of the theft 21.09.2009, and then the SAGA began.
To cut a very long and drawn out story short:
21.09.09 10:15 hrs. (Saga) Our approved repairer will bring a courtesy car and take yours away on trailer.
21.09.09 11:45 hrs (Approved repairer) When can you bring your vehicle for estimate? (Me) Saga say you will be collecting on trailer (AR) No we have fax saying you need to bring in for estimate only and not to start any work!
21.09.09 12:10 hrs I informed Saga I wished to use my own repairer as he was Land Rover approved and would do the repair in a day. Saga inform me this is OK but there would be no five year guarantee on repair. I informed them I was happy with this as I have used them for many years without any problems. Saga then said tell repairer to fax estimate to them, which was done on the 22.09.09.
24.09.09 Received a letter from Saga, dated 21.09.09, sent by second class post, referring to Saga repairer inspecting car and providing courtesy car. I contacted Saga and was told the estimate from my reapirer had been received and was awaiting verification by their engineers then the repair would be approved and the letter had been sent in error.
I was due to provide transport for myself and two friends for a weeks shooting holiday in the north of Scotland, booked for Friday the 25th. Obviously with no headlights I was unable to provide this and so we had the added expense of hiring a Land Rover for the week.
Whilst I was in Scotland, a letter was delivered dated 25.09.09 stating that Saga had not received estimate from my repairer, I called them and reminded them that they told me in phone conversation of 24th that they had the estimate. It was now the 3rd of October and my Land Rover was still parked in the street without any headlights, unable to be driven.
On the 5th of October Saga informed me that the estimate had been approved and I could go ahead with the repair.
I contacted my garage and they told me that they thought I had had it repaired elsewhere due to the time delay!!, they also informed me that they have had a number of problems with Saga previously.
I wrote a comprehensive letter to Saga to complain about the way my claim had been dealt, and received the standard reply of "complaint been fully investigated and appropriate improvements made".
Then in early June of this year, I received my renewal quote, only to find that they had increased last years quote from just over £22 a month to £ 59.45 a month!! I rang to enquire if this was correct and they informed me that yes it was, as I had had a claim, I told them that I had protected no claims bonus and they said I was still getting the NCD but premium had increased due to claim.
I cancelled the direct debit, which been paid for all the year, informed Saga that I had a quote from other sources, which was similar to their last years quote and would they match it as they claim they will on correspondence, no sir, i'm afraid we cant match it!!, I informed them that I would not be renewing with them the policy which was due to start on 23.06.2010 and the salesperson was not at all interested to hear why, and I thought that would be the end of the Saga (forgive the pun), but no, on the 26.06.10 I received a letter (first class post) saying I owed them £59.48 and I should pay within 14 days !!!!
I apologise for the length of this post, but if I can save anyone the hassle that I have endured with this company due to the very poor way I feel I have been treated, then it will be worth it.
Thanks for reading, oh and by the way, I informed Saga that I would be posting this info on the web and once again they were not interested, all they had to say was "OK sir, bye"
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