![[TW]Fox](/data/man-of-honor/2009.png){kind=avatar}
We have a Warranty Direct policy on the 530d, with main dealer cover, and have had to make a claim. This is how it happened..
Car failed to start from warm. Called WD who advised us to take it to the BMW Dealer. Took the car to BMW. They diagnosed fault as 'Presupply fuel pump'. They called us to tell us WD had refused to authorise replacement as it was not a covered part.
I looked on the policy at the list of covered items where it quite clearly said in black and white 'Fuel System: Fuel Pumps'. So I called WD.
Guy was quite rude, and said 'Well it's not a covered part so what do you expect? Do you expect every part to be covered or something?' to which I said 'On a Platinum policy covering a low mileage car... err yes I do!'.
He argued that only parts specifically mentioned on the policy documentation were covered. I said this was fine, and then told him that Fuel Pumps are mentioned. He said no they are not. I said 'I quite clearly have the document right here!'. So he then said 'Oh, that whole section only applies to petrol cars, yours is diesel'
I then said 'So if its only for petrol cars, would you be able to explain why it also mentions 'Glowplugs'?
He then said 'Get the dealer to call us and we'll see what we can do'.
Rang dealer back, told them. They called WD, who authorised the work. We collected the car, had to pay the dealer and then send off a claim form. After 3 weeks, we received a cheque.
Now, they paid out, as they should have done, but they made it very difficult for us and this was on a really straightforward faliure which was absolutely blatantly covered. Had they not tried to screw around first I'd have been on here singing their praises. As it is, I'm not so sure.
Problem is, who else do you use? None of the others offer 'wear and tear' cover and would doubtless blame every faliure on Wear and Tear.
Call them for a quote but complain about the price and say you'd be interested but their quote is more than you want to pay. They'll come down, but still refuse it and say its far steeper than you expected and you'll need to think it through. They willl now constantly call you, coming down further each time.
Car failed to start from warm. Called WD who advised us to take it to the BMW Dealer. Took the car to BMW. They diagnosed fault as 'Presupply fuel pump'. They called us to tell us WD had refused to authorise replacement as it was not a covered part.
I looked on the policy at the list of covered items where it quite clearly said in black and white 'Fuel System: Fuel Pumps'. So I called WD.
Guy was quite rude, and said 'Well it's not a covered part so what do you expect? Do you expect every part to be covered or something?' to which I said 'On a Platinum policy covering a low mileage car... err yes I do!'.
He argued that only parts specifically mentioned on the policy documentation were covered. I said this was fine, and then told him that Fuel Pumps are mentioned. He said no they are not. I said 'I quite clearly have the document right here!'. So he then said 'Oh, that whole section only applies to petrol cars, yours is diesel'
I then said 'So if its only for petrol cars, would you be able to explain why it also mentions 'Glowplugs'?
He then said 'Get the dealer to call us and we'll see what we can do'.
Rang dealer back, told them. They called WD, who authorised the work. We collected the car, had to pay the dealer and then send off a claim form. After 3 weeks, we received a cheque.
Now, they paid out, as they should have done, but they made it very difficult for us and this was on a really straightforward faliure which was absolutely blatantly covered. Had they not tried to screw around first I'd have been on here singing their praises. As it is, I'm not so sure.
Problem is, who else do you use? None of the others offer 'wear and tear' cover and would doubtless blame every faliure on Wear and Tear.
Call them for a quote but complain about the price and say you'd be interested but their quote is more than you want to pay. They'll come down, but still refuse it and say its far steeper than you expected and you'll need to think it through. They willl now constantly call you, coming down further each time.
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