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451 posts

Ultimate Geek
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Topic # 111953 20-Nov-2012 21:41
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I am dealing with this insurance company now.
Not sure if I am allowed to name the company.

Here is the story.
My dad had an accident with this car when he was reversing the car, he sorted of "touched" the front bumper of the other party's car. 
My dad took a photo on the spot.
There is not a scratch of paint or anything. 
But the other party made a claim to their broker, the broker called us, we were like what?

Then 1 month later, they sent us this letter with the wrong vehicles about the other party. 
We were like "ok, investigate and make sure you send us the correct information first."

Then the company came back to us, the vehicle is correct, even if there is no external damage, there could be internal damage.
We said ok, look into it and give me a quote. 
They come back to me with a quote of 300 bucks. 
My dad is ok with settling the case with 300 bucks even we dont think it is our fault.

One month later, which is today, we received another email from the claim officer saying, 

”The total cost of the claim is $998.20. However as you have discussed the issues raised with your parents, and are interested in paying a lump sum amount, I am willing to offer a reduced amount but only if you can pay in the next 10 days.

I will accept $898.50 as full and final settlement of the account.“

I sent an email shortly after receiving this email, asked for a detailed breakdown of the cost.

Here is the question, I agreed to 300 bucks not 900 bucks.

Can they just tripled the quote without even telling me about this?

Any advice would be appreciated. 
Cheers




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  Reply # 720411 20-Nov-2012 22:06
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Wow - that's scary.

I would have thought that since it is financial there would have to be full disclosure  - i.e. if they are talking money, they can't hide costs!

I'd call the Insurance Ombudsman tomorrow, discuss with them and lay a complaint.

Then when the broker calls back state you've laid a complaint over their conduct and see how quickly they offer to drop the whole thing...

Important bit - call the Insurance Ombudsman and have a chat.

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  Reply # 720415 20-Nov-2012 22:19
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Have you got the agreement for $300 in writing / email ?


 
 
 
 




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Ultimate Geek
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  Reply # 720420 20-Nov-2012 22:23
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johnr: Have you got the agreement for $300 in writing / email ?



Nop actually, not a thing, the claim officer have not contacted me since she said the majority of the repair cost would be $331.5

I sent emails afterwards, asking for confirmation, but no response from them.

Then suddenly today, I received this 900 bucks bill。。。what?




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  Reply # 720421 20-Nov-2012 22:23
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Sounds like they replaced the entire bumper for that cost



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  Reply # 720422 20-Nov-2012 22:25
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JamesL: Sounds like they replaced the entire bumper for that cost


Yep, replaced all the headlamp, parklamp + all the lamps in the front + front panels + bits of pieces.




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Ultimate Geek
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  Reply # 720423 20-Nov-2012 22:27
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keewee01: Wow - that's scary.

I would have thought that since it is financial there would have to be full disclosure  - i.e. if they are talking money, they can't hide costs!

I'd call the Insurance Ombudsman tomorrow, discuss with them and lay a complaint.

Then when the broker calls back state you've laid a complaint over their conduct and see how quickly they offer to drop the whole thing...

Important bit - call the Insurance Ombudsman and have a chat.


Thanks for the advice.
I am thinking about calling the Ombudsman tomorrow too. 
But I am going to wait and see what the senior claim officer got to say and how she is going to reply to my email first.

Tripled quote。。。 then what is the whole point of getting a quote, if it tripled afterwards?




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  Reply # 720424 20-Nov-2012 22:29
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Most large Insurance companies usually record phone calls when you ring them so I would presume it would happen the other way around also. So you would be within your rights to request a transcript of the conversation when the $300 offer was made 

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  Reply # 720425 20-Nov-2012 22:33
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wanghou168:
JamesL: Sounds like they replaced the entire bumper for that cost


Yep, replaced all the headlamp, parklamp + all the lamps in the front + front panels + bits of pieces.


nah headlight alone for some cars are upwards of $1000 used (wreckers)



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Ultimate Geek
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  Reply # 720427 20-Nov-2012 22:34
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beachgeek: Most large Insurance companies usually record phone calls when you ring them so I would presume it would happen the other way around also. So you would be within your rights to request a transcript of the conversation when the $300 offer was made 


Thanks for the advice. 
The good thing is I am pretty busy during the day in the office, so I didn't call them, everything was written down in emails.  Great.




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Ultimate Geek
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  Reply # 720428 20-Nov-2012 22:36
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joker97:
wanghou168:
JamesL: Sounds like they replaced the entire bumper for that cost


Yep, replaced all the headlamp, parklamp + all the lamps in the front + front panels + bits of pieces.


nah headlight alone for some cars are upwards of $1000 used (wreckers)


I hate to say this but the other party is driving a 1997 old Toyota.
My dad was driving a 2007 Toyota, I think we will be more worried about damages.
Seriously 1000 just for headlights? 




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  Reply # 720430 20-Nov-2012 22:39
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You'd be surprised how expensive OEM parts are

I got OEM door trim for my 1992 Evo 1 and that was ~$1500+ for all four doors and other bits

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  Reply # 720434 20-Nov-2012 22:41
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Does your Dad have insurance? Let your insurance company deal with this



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Ultimate Geek
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  Reply # 720436 20-Nov-2012 22:47
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Wade: Does your Dad have insurance? Let your insurance company deal with this


Sure we can.
But the car is under business insurance, business vehicle excess or base starts from $2500
Originally we thought it is such a small issue, the cost will go under $2500, then there is no need to get my insurance company involved if the cost is below  the excess.




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  Reply # 720442 20-Nov-2012 23:05
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wanghou168:
Wade: Does your Dad have insurance? Let your insurance company deal with this


Sure we can.
But the car is under business insurance, business vehicle excess or base starts from $2500
Originally we thought it is such a small issue, the cost will go under $2500, then there is no need to get my insurance company involved if the cost is below  the excess.


Do they have photos showing the original damage? I presume someone will,(the panel beater will have) so I would ask for that to begin with.
Certainly sounds very strange. I would also get an itemised bill, as you don't know what fees they have added on.

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  Reply # 720451 20-Nov-2012 23:12
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wanghou168:
Wade: Does your Dad have insurance? Let your insurance company deal with this


Sure we can.
But the car is under business insurance, business vehicle excess or base starts from $2500
Originally we thought it is such a small issue, the cost will go under $2500, then there is no need to get my insurance company involved if the cost is below  the excess.


The excess definitely applies to section two liability? I was of the opinion that most policies only had applicable excesses on section 1?

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