Insurance Saga - Over it

[grandpa spec]

I know this is a bit of a novel but here's a warning to everyone, before your car goes in for an insurance job document EVERYTHING and I really do mean EVERYTHING about your car!

Fuel usage, tyre wear, scratch marks, hight of vehicle, L/100km etc.

Photograph everything that's wrong with the vehicle and even get it independently assessed if you can, the last 6 weeks have been an absolute nightmare to say the least.....



I'm not one to bag out a company, however after over a month of dicking around with NRMA I've had it.

Started out as a minor prang, a 2010 corolla didn't give way and nailed my drivers side rear tyre, the result was:

- Scraped wheel
- Scraped rear bar
- Scraped quater panel around the top of the wheel arch

No biggie, until I got into the car and the steering was WAY out, by about 40 degrees or more from dead centre.

Got home, jacked it up:

add "Bent tie-rod" to the list!

Took it to get assessed, told the guy what I'd found, specifically mentioned the tie-rod, no worries.

Smash repair place calls me to book it in (earliest estimate was 2 weeks) and double checked what was to be done on the car. I told them everything above and he said there was no mention of a bent tie-rod, further more why on earth did NRMA let me drive on it if it's been damaged?

Ring back NRMA, talk to the assesor who says they will replace it as he put "Wheel alignment and balance" on the form.

So after stuffing around for the better part of an afternoon trying to get people to do their job correctly it's booked in less than a day later.

Had a hire car for a little over a week, get the car back:

Good:
- Wheel is repaired (so I thought)
- Paint and Panel is flawless

Bad:
- Steering wheel is still off by about 15 - 20%, car is pulling severly to the left
- Tools left in boot
- Amplifer cables to sound system ripped out due to excessive acceleration and subwoofer moving to the rear of boot
- 24.0L per 100km
- 1/4 of a tank of fuel missing
- 50km+ of driving since I dropped it off
- White "gunk" all over the interior of car

So I take it back immideatly (at this stage I only knew about the steering and fuel usage and KM driven) and inform the smash repair mananger that it was only .3 of a degree out before the smash, and I have the documents to prove it (wheel alighnemt from what I had it lowered).

He denies its his problem, blames the car for being too low, "pre-exisiting damage to the vehicle" and that it's "The best they could do", then told me to take it up with my insurer as they weren't authorised to do anything else. Right......

Call up NRMA, give them all the details of what I found, what they should have done, documents etc etc and advise them I want a "fresh set of eyes" to look at the job as it's:

A. Never been in an accident so what pre-existing damage?
B. Still out of alignment and
C. Been thrashed and trashed

They put me onto the assesor who informs me it has to go back to the same mob, however they will not sure the same mechanic they took it too, replace the fuel and ensure the work is done properly.

So I take it back, drop it off, pick it up and GUESS WHAT BOYS AND GIRLS?!
"It drives straight but it's still a bit off, too low so its the best they could get it, pre-existing damage"

So by this point I'm over it, take his word and drive off thinking it's all over and done with.

Good:
- Only out by 5% or so now

Bad:
- Still pulling to the left slightly

So after all of this I find my rear tyres are now well past the limiter (weren't prior to going into the place) so Saturday I went to Tyre Power at Albion, and while on the hoist I had a quick check over the work with the manager present so I knew I had someone qualified with me.

This is what we found:
- Tie-Rod is still bent, looks like they spray painted it and put it back in
- A large quantity of water is inside the tyre of the rim that was repaired

At this point I lost it, range NRMA to give them a blast and when I asked quite politely "what on earth am I paying nearly $2000 dollars a year for then!?" I got told "You'll have to talk to claims about that".

FINE!

Called claims on Monday and was promised a call within 24 hours from the assessor, that came and went so called again and got told it was being escalated to a tier 1 complaint, the assessor has been in contact with them etc and expect a call in 24 hours.

By Thursday I'd gotten fed up so after 50+ hours of waiting I called and finally go thought to the assessor who informed me that they have the receipt from the mechanics saying it was replaced, that between when I took it to them the first time and now has magically become "Illegally low" and that's the best they can do.

2 VERY IMPORTANT POINTS TO NOTE:
- I have had my vehicle cleared for height issues by QLD Police not 3 weeks ago
- Bridge Stone performed a wheel alignment and the paperwork proves I'm not a liar

So firstly, I'm taking it to an independent mechanic and invoicing NRMA, secondly, finding a different insurer, does anyone know of an insurer who isn't completely incompetent?

[csv rulz]

Elders insurance, had two claims with them, u get to choose your own repairer. They are sensational to deal with, couldn't speak higher of them!

[Xjas]

Thats the problem with insurance compaines, you never find out you're getting poor valve for money until its too late.
I'm with GIO, they are a bit pricy but were easy to deal when I had an accident, gave me choice of repairer too but I hear that is changing soon unfortunately.

[calaisrat]

Before you go and get it repaired, you should call NRMA and advise them you will be doing this.

Best way is to not rant or rave about it, just let them know the plain facts of the situation, advise you no longer have any faith in the original repairer and you want the repairs done properly. If they don't want to play ball, don't argue with the consultant. Let them know you are unsatisfied with their decision and wish to speak with a manager/team leader.

I work in insurance (not car) and its much easier to approve something like that when you know about it before hand then to just get a bill for something after it has been completed.

If you need any tips in regards to a dispute I'm more that happy to provide some guidance.

Cheers

[throttlehappy]

that sounds like so much fun...
makes me wonder about my own insurer racv

i know allianz are woeful

[MarsVolta]

sucks to hear about your troubles dude, i can imagine how frustrating it must be .:vpo:

[grandpa spec]

Before you go and get it repaired, you should call NRMA and advise them you will be doing this...... If you need any tips in regards to a dispute I'm more that happy to provide some guidance.

Cheers

Many thanks calaisrat :)

I've now called and advised them that it's booked in for a quote and full re-assesment of the damage. The assesor has said he wants a quote sent first via fax which I have agreed to. If however they deny the claim then it's straight to the manager and whoever else up the food chain it takes to get it sorted.

What makes me raging mad is that after 4 years of being a loyal customer, paying though the nose to make sure I had the "Best" insurance I am being treated like a liar just because I drive a modified vehicle. It drove straight before being involved in an accident that wasn't my fault, now it doesn't.... how hard is that to comprehend?

[LSavvy]

Did you take it to your own repairer or let them choose an "nrma approved repairer"? If they chose thats the bulk of your problem. But you get life time warranty on repairs don't you......

How did the tie rod bend with a rear wheel acco and alignment move so much.?

People should refuse the approved repairer if not at fault and use your own repairer to avoid dodgy repairs.

[ova400]

go to the ombudsmen and make a formal complaint about the poor work they authorized and the treatment you have received. that should get the attention

[loudvtss]

I feel your pain. Unfortunately I've had 2 separate instances where I've had to deal with my insurance company AAMI. Once for the wife's car when the heavy rain caused water damage. The second was for my car when an old man decided to turn in front of me at an intersection. He didn't obey the red arrow. I was travelling at 70km/h. In both instances the insurance company didn't manage the process at all. Both times the car had to go back for repairs to either items not repaired properly or just not repaired. Insurance renewal came for my car and I'm now with RACV. I've heard good stories about their claim process. Fingers crossed I don't need to use them.

[mummbles]

I've been with NRMA for over 10 years. Only had to make two claims in that time, and both have gone smoothly.
I've always selected the repairer however (same repairer both times).
My selected repairer was also an approved NRMA repairer though.

[grandpa spec]

So I took the car to fulcrum suspension at stafford today and by lunch they had already found:
- bent control arm
- tie rod was adjusted to the maximum possible setting hence it was bowed
- tyre rubbing on inner guard due to bent control arm
- camber out by negative 1.3 degrees

They had also faxed off the quote and were just waiting to fit parts which they said would take until tomorrow afternoon as they had to go and buy them.

All I can say is its nice to deal with people who know the difference between their head and their arsehole.

[aratic]

Fulcrum Stafford are very very good guys to deal with. Sounds like you will finally be getting it sorted :goodjob:

[AGIT8D]

go to the ombudsmen

:goodjob::bow:

Don't fvck around playing call me back with the insurance company - let them know you're calling the ombudsmen, prepare full documentation, and watch them squirm to fix the issue.

[grandpa spec]

I've been doing as others have said, getting multiple quotes from insurance companies.

Shannons have already said how much they'd like to take on a disgruntled NRMA customer for $500 less what I'm currently paying.

As far as I'm concerned an "NRMA approved repairer" means it's not just the repairer at fault, but NRMA as they have put their reputation on the line by ensorsing said repair shop so I am half tempted to just blast them with the ombudsmen or at least ask for a massive bloody discount... anyway, hopefully tomorrow will be the end of this mess.

[VX2VESS]

Making money for most people, business and governments is sadly the priority these days, rather than doing the right thing.

:flipoff:

[OzJavelin]

Wife's ute was repaired for wallaby hit last year - replaced front bumper and most of the mechanicals behind it (auto cooler, A/C, radiator, thermos, etc). Reasonable job (took awhile, but ..). Anyway was only a few months later when getting it serviced, the dealer advised that most of the exhaust was damaged .. pipes and mufflers. Like in the O/P scenario .. repairs and insurance companies seem to think out-of-sight is out-of-mind ..

[grandpa spec]

Well folks it's finally over!

Picked it up from Fulcrum Suspension at Stafford and all I have is praise for them.

They replaced the tie-rod which was bent (again, photo to come), control arm (to the tune of $900+) and a rear wheel alignment, not only that but they touched up the front for me while they were at it.

When I got there they had all the print outs for the wheel alignment, before and after the work was completed, showed me the bent tie-rod, explained in detail how they adjusted the rears so that now they are only a touch over 2mm out whjere as before they were 5mm+!

Called NRMA to see what compensation they could offer and got a lovely lady on the phone who advised me to lodge a formal complaint, demand the 10% discount on the Shannons quote of $1295 and apologied profusely on behalf of NRMA for all the drama I'd been though. Their Assesors and "Authorised Repairers" may not know their head from their arsehole but thank god they have nice customer service staff.

Thanks to everyone for their support, hope my experience if nothing else has provided others with a heads up!

[v8fazz]

Glad to hear it has all worked out in the end, although you shouldnt have to go through all that to get the result that you should of got right from the start..

Are you going to stick with NRMA or change to Shannons?

[Wonky]

Good to hear!! I had a similar problem almost 10 yrs ago when some dickhead in a 4wd ran me off the road and into a bank pushing the front passenger wheel on my then XF Ghia wagon right in under the guard.

It was sent to a crash repairer in Clayton whose name I (thought I) knew well through growing up in Dandenong (40 yrs ago before it became the hole it is today) where they had one or two branches and a good rep.

When I got it back and headed down the Monash Fwy I discovered the steering was bloody dangerous at anything over about 70kmh. It tracked badly and once off line it was not all that easy to straighten it up again and I soon found the tyres squealed going around some corners even at low-moderate speeds. It ended up going back twice more and all the useless pr*cks could say was it had had yet another wheel alignment (supposedly) :jerk: and everything was fine.

After the accident it had had 2 new front tyres fitted and after their 3rd attempt at fixing it I noticed both front tyres were actually scrubbed right through so that steel was showing!! :eeeeek: At that point it had done just under 1,000kms on the new tyres. :shock:

Finally I managed to convince the insurer (HBA) there was a serious problem so they got me to take it to Track Right Suspension in Dandy Sth who fixed it first time! :goodjob: Was fine then till I sold it a year or two later. To Armstrongs in Clayton all I can say is :mad: :vpo::nutkick::box::rocket:

[grandpa spec]

V8fazz, I'm going to see what NRMA have to offer me at this stage, lady I spoke to tried to get it sorted tonight but the claims department was closed. She seemed to think lodging a formal complaint should give me some leverage, in future I'll make sure to demand my own repairer and have things independantly assessed prior to going in. Everything up until the assessor / nrma approved repair shop was smooth sailing, nothing bad to say about the call centre staff at all.

I've got the ombudsmen lined up just in case with a nice letter to boot. I've only been factual about the whole proceedings, documented everything so they can't wiggle out of this.

Wonky, doesn't it just make your blood boil? The acco was on the 24th of August and it's taken until today (04/10/11) to get everything fixed properly!

[Wonky]

I can't remember now how long it took to sort out mine given it was so long ago but what really got to me is despite me describing in writing what it was doing they don't seem to have actually driven it themselves to check. Instead they just kept giving me back a car that was literally dangerous to drive, especially given my disabilities and how it would just track all over the place if the slightest bump or rut upset it. The fact that there was definitely a problem was proven by both brand new front tyres both being worn on the insides to the point where steel from the belts was showing in 1,000km or less. :mad:

[Angeldust]

back in the day when i worked as a lacky in a panel shop, anything to do with suspension we would send it out to another place to do the work.

[Wonky]

back in the day when i worked as a lacky in a panel shop, anything to do with suspension we would send it out to another place to do the work.

If only everyone did that! :goodjob:

[grandpa spec]

That's what the panel mob I took the car to did.

small update, Got off the phone from the policy division who told me "just because you had a bad experience doesn't mean its going to lower your premium". Further more "its all just facts and numbers as far as were concerned", and that I'd have to lodge a complaint with claims to see if they could offer compensation, an apology, some sort of assurance these people were being investigated for twice putting an unroadworthy vehicle back on the road, then accusing me of being the cause...

Got cheeky and asked again, "why should I stay with you?", to which I got this snappy response "that's your personal preference and I respect EVERYONE'S personal preference".

Missed a call from claims this arvo and there was only voice mail when I rang back... so while I wait I am drafting a love letter.....

[grandpa spec]

So a final update on all this bollocks.

After waiting for over a week NRMA assessors still hadn't gotten back to me, and I decided to call it quits.

Rang up and made sure Shannon's would insure me for the amount ($108 p/m) agreed upon from my first consult, then rang NRMA to cancel the policy.... it got even better from here....

On cancelling the policy I vented (politely) to the girl on the phone everything that had gone on, why I was cancelling, that their dodgy repairer should be named and shamed etc etc for twice putting an unroadworthy car on the road, and then I find out that they had my car down as "Secured Loan - Finance", and was being charged more than I should have been.

I sit here now, holding in my hand a cheque from NRMA for $45.38, and a Shannon's policy in the other, yes NRMA, Shannon's is my "personal preference"
:flipoff: :soap: :flip2: :flip3: :cussing: :jerk: :doh: :mad: :flamin: :moon:


Edit: Car got hit by hail on the second day of my policy, cracked windscreen, rang up and the guy told me the initial payment hadn't gone though, however to book it anyway as it should clear by the time they fixed it up. New windscreen just got installed today which prompted me to write this :) A "Happy" Shannons customer!

[Peter B - CV8]

NRMA refunded me approx 36 months worth of overcharged premium ie the difference between a "financed" v's "unfinanced" premium. All I had to do was show them a letter from Esanda showing the date I repaid my car loan. Got a cheque for approx $1,000-....:driving:

[zorro]

Nrma took 3months to pay out on one of my vehicles for a not at fault accident for total loss. No amount of phone calls, visits to their stafford office made them hurry it up despite the claim being approved a week after the accident, plus listed stereo gear on policy was refused repairs from damage in the accident.

Shannon's I've been with for 6 years now and no worries at all

[Devil CV8]

Wife's VT is with NRMA and less than a week of starting the policy she hit a wombat. Process was smooth, car got fixed but we had vibration when we got the car back. Turned out she flatspotted 2 tyres. Went back to the repairer who identified the flat spotted tyres, apologized for not picking it before and sent a fax to nrma. Nrma said not good enough and after threatening to go to the ombudsman, finally got approval. Assessor had the gall to say he had rang the repairer as soon as he got the fax and approved it.

[BLACK 346]

At 0915 yesterday, a lovely old fella backed into my Navara. I rang Shannons and lodged a claim at 1000. By 1030 I had a claim number and was booked in for repairs. Today at 1415 I drop it off to be repaired. The easiest and fastest claim in history I would imagine. Good job Shannons :thumbsup: