Breakdown insurance - Charged for labour
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There are a number of types of breakdown-insurance policy. With some you pay for the costs, then reclaim these from the insurer; in others, the insurer pays for any costs directly. Ensure that you understand what type of policy you have.
It is normal for a policy to include a cap on what is covered within a repair, so check the terms and conditions. If you feel that you’ve had to pay for something which should be included, raise the issue with your insurer via Resolver. This means that you’ll have a complete and accurate record of your communications.
You should know
There are two types of breakdown cover. The first is a standard policy where you are charged an annual membership fee: this covers you for a certain number of call-outs per year. Your vehicle will be fixed and you will be charged no extra fee for the call-out. This is a convenient, no-fuss option, but it might not be the best choice if your car is on its last legs, due to the limited number of times that you can use the call-out service. Types of breakdown cover Who is covered? Check whether your policy covers you – and therefore whatever car you are driving – or a specific vehicle. Understanding the type of policy will prevent you having issues if you need to make a claim. A fair and reasonable complaint If you have a complaint and cannot resolve it, you can escalate your case to the Financial Ombudsman Service via Resolver. The ombudsman will consider whether the policy’s terms and conditions are fair and reasonable, as well as whether you have been treated fairly. Your right to cancel As long as you have bought your policy over the internet or phone, and not in a shop, you will have 14 days after purchasing it in which you can cancel. The only exception to this is if you have an immediate need for the service, and you are asked to waive your right to cancel so that you can receive assistance straight away. Cancelling your payment If you intend to cancel your policy, contact your insurer: there might be a cancellation penalty if you have agreed to a specific contractual term. When you cancel your policy, you should also contact your bank and ensure that your continuous payment authority (payment from your credit or debit card) or direct debit is stopped. Policy exclusions All policies differ, so it is important to read the terms and conditions. In particular, you should keep an eye out for exclusions, or areas where you will not be covered. For breakdown insurance, these could typically include: Using wrong type of fuel Recovery after you have put the wrong fuel into your vehicle is often excluded from your policy. If you are unsure, call your breakdown insurer and check. If such recovery is not included, the company should be able to recommend its own service or an affiliate service to help you resolve the problem. Towing It is normal for a policy to cover your vehicle even when you are towing. However, you should double-check your terms and conditions. Packaged bank accounts/car insurance Before taking out breakdown insurance, check whether your bank account or car insurance already covers this service as part of any package. If your issue is not resolved If your issue is not resolved, you have the right to escalate your case to the Financial Ombudsman Service. The ombudsman will only accept your case eight weeks after you have raised the complaint with the insurance provider. Resolver will help ensure that you have a fully packaged complaint to send to the ombudsman. It will look at your complaint and determine whether you have been treated fairly, and whether the company’s terms and conditions are fair and reasonable. Any decision by the ombudsman is binding on the company, but it is only binding on you if you choose to accept the decision.
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The second type of cover is often a cheaper option: it more closely resembles a traditional insurance policy. The breakdown cover company will use a local service, and you’ll have to pay upfront for the call-out and recovery. You then need to claim the money back from your breakdown cover provider. This could be a better, more economical option if you are able to pay for the call-out up front.
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