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Topic: caravan guard insurance claim

peel25

15/5/2018 at 8:48pm
Location: north wales
Outfit: None Entered

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has anyone else had problems getting replies from caravan guard during a claim and taking an age to move forward with a claim?
its been about 4 weeks now and when I have phoned up in the past weeks, I get a response they are busy with other claims, the first caller was really rude to me and the claim handler never replies to my emails for an update or courtesy message to confirm receiving my photos they requested.
surely they must be a large enough company of staff to manage the demands of busy periods?
summer will be over soon by time they even get my caravan repaired and my sons missing out on all the bank holiday trips away as we are still waiting for a repair to be arranged.. frustrating as I thought claims would be sorted promptly and with better trained staff with customer care

tango55

15/5/2018 at 8:58pm
Location: Lichfield
Outfit: Coachman Amara 450

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Complain to the Insurance Ombudsman if you're not satisfied with the service.

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peel25

15/5/2018 at 9:00pm
Location: north wales
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that's an idea, if I haven't heard anything by this weekend it will be an option I think as this is really slow service..do you know the name or link of the relevant insurance ombudsman?

tango55

15/5/2018 at 9:09pm
Location: Lichfield
Outfit: Coachman Amara 450

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Just Google 'Financial Ombudsman' or phone 0800 0234567.

Here

jasie

16/5/2018 at 7:47am
Location: Bath
Outfit: Bailey Palermo & Kampa Brean

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If you speak to the Ombudsman (FOS) they will merely give you advice on how to complain to the company at this stage. The FOS are for dispute resolution when you are unhappy with the way the company handled your complaint.

All you need to do is call Caraguard and state that you want to make a complaint that they are not dealing with your complaint promptly. Just remind them that it is an FCA requirement to deal with your complaint promptly (the FCA rule on this is quite simple), and that you expect a written response to your complaint.
This will force their complaints process, and they will either fob you off saying they will get to it, or they will deal with your complaint. Agin insist on it being in writing.

If you really want to you can threaten them with the fact that once you have a response from them re your complaint that you will go to the FOS (this costs them £500 by the way). But of course Caraguard need to have had opportunity to review your complaint in the first place.

in reality its probably just on someone desk under a load of other claims older than yours. And as is often the case, its he who shouts loudest who gets dealt with first.

woodman2

16/5/2018 at 8:39am
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Please keep us updated on this case.

I have just taken out a policy with them, so am interested to know the outcome.

blueexpo97

16/5/2018 at 11:51am
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Made a hefty claim with them a couple of years ago.

It was always me who had to do all the running, they never phoned with updates. Stress and hassle I could have well done without.

When we changed vans we went elsewhere for insurance.

-------------
XVI yes?

As well is two words!
How does a sage know everything about everything? or does he? or does he just think he does?
Remember, if you buy something you bought it, not brought it.

JoannaLesley

17/5/2018 at 4:20pm
Location: South Northamptonshi
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Interesting thread. I recently asked about caravan insurance on this forum. Caravan guard were one of the ones we had a quote from and I had endless emails trying to persuade me to sign up. In the end we went with our broker for all our other insurances (Adrian Flux). We have made claims through them and never had a problem.

-------------
Freedom is a light caravan and an open road.

Kypn

18/5/2018 at 8:35pm
Location: Northumberland
Outfit: Elddis Avante Club

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