Why do insurers insist on ripping customers off!

[ARSEY4]

So I phone admiral up and they put me through to their glass claim department. Auto glass tell me that the calibration site is at jct 22 of t.he M1 so I say it's too far and talk to claims who agree for me to take it to Audi and reclaim the cost. The car gets booked into Audi and fitted at a cost of 1k. Invoices get sent off and yesterday I receive a cheque that's made up of 580 for the recalibration and 50 for the windscreen along wit.h a letter explaining that because I didn't use an authorised repairer the windscreen cost is not covered!!!!! Whaaaaaaaaattttttttttt??????

[doodlebug]

Sounds right, unless they specifically advised they would cover someone other than Autoglass replacing the windscreen you're liable for the cost.

[Ian_C]

....talk to claims who agree for me to take it to Audi and reclaim the cost. The car gets booked into Audi and fitted at a cost of 1k.

The insurers authorised it? All their calls are recorded. If you have the name of the person you spoke to, or the time you made this call to them, this might help. But it should be up to the insurer to find that call!

[Surrey Sam]

I'd also argue that the use of 3rd party components which they want you to use, will invalidate your warranty.

[Shinobi675]

I can't wait to leave admiral! This is just another example.

[Acprc]

I'm with Admiral. They paid for the windscreen and the calibration by Audi with no problems. All done on my last S5 on a windscreen claim. I paid they sent me a cheque.

[ARSEY4]

Well they won't cover it. I'm furious with myself as I lost the piece of paper that I wrote the name of the person I spoke to on and they can't locate a recording!! Convenient!! It's apparently in the policy wording so my own stupid fault for relying what someone told me over the phone! Lesson learnt!!

[Ian_C]

Keep pushing buddy. Your mobile phone / landline bill might be a good place to start - give you the time of the phone call. You are allowed to request data they have on you on file. I believe you would have to make this request in writing. Stupid question - was it definitely the insurer that authorised the work - you are 100% certain you weren't on the phone to the glass company at this time? The insurer saying they cannot locate the call just won't cut it when it comes to the insurance ombudsman.

If you ask, *I think* Admiral authorise OEM parts automatically for cars under three years old, so your fall back option (if your B8 is a 63 plate or newer) would be to get a cash quote from the glass company (including recalibration) and ask the insurer to write you a cheque for this figure (minus your 75 excess). However, I would not attempt this route until you have exhausted the first avenue

PS. I'm guessing the calibration is for Adaptive Cruise Control and / or Lane Assist and / or Blind Spot Assist ?

[johnnydog]

Autoglass have really gone down in my estimation. My sons A3 was in at Audi for its MOT. It failed on a large circular chip on the windscreen in the drivers area - no problem. Contacted his insurers, who stipulated Autoglass. I asked if the company that my local Audi dealer use could fit it - no, it has to be Autoglass or there would be additional costs for us. Well, Autoglass turned up at the Audi garage on time, fitted a Pilkington glass windscreen and all seemed well. Later that day, when it had all set, had only gone 1/2 mile, and the cover over the rain / light sensor fell off. When I looked, the fitter had broken two of the for retaining lugs in his ham fisted removal of the cover to do the screen. If this didn't naff me off enough, another mile or so on, the antenna for the retrofit phone kit in the car fell off the windscreen from where it was mounted up by the roof lining. I know this is mounted with two sided tape, similar to number plate tape, but it should have been refitted so the car was as it was before they started the job.
Customer services at Autoglass were as much use as a chocolate fireguard - needless to say, we have had to buy a new cover ourselves and refix the antenna with new tape. Not a great cost, but it's not the point; it really irritates me when buffoons damage simple things like that, but then their companies just dismiss it. The usual, 'we'll ring you back after looking into it' of course never materialised.
I guess if you insist on a windscreen company of your choice fitting it, then the insurance company may not agree to it as they probably have deals for their benefit with their specific company, in this case Autoshite, sorry Autoglass. I won't now be using them or recommending them to anyone.
Deep breath, now I've calmed down, my rant is over......