Insurance claim headache...
Discussion
My M4C was broken into recently, as spoken elsewhere on these forums - the steering wheel stolen, drivers door glass smashed. The estimate for repair is over £5k. I havent claimed anything in 12 yrs or more. But this time decided the cost of repair was enough to warrant a claim even though my excess is £800.
So anyway, my car has been recovered to a BMW servce centre by BMW roadside assistance. They picked the car up within hours of me dicovering the damage. I'm now into the 3rd week without the car. I've managed to get the estimate to the insurers, with my own images that I took on the day. The insurers want additional images, of the 4 corners of the car to include the registration plates etc. Plus the VIN plate and the mileage. I get this, it's a bit of a faff I know, but they are looking for fraudulent claims etc. Fair enough.
But despite numerous requests, BMW are not providing the insurerrs with these additonal images so that the claim can progress. They're not even communicating, they're just basically ignoring the requests whilst the car lies in their workshops.
What's everyone's thoughts on this? I'm not at the naming and shaming stage yet, but the insurers won''t aurhorise the repairs until they get their specified images. And I get this. That's their reqirement, and it's not a problem to me. But I'm on the verge of blaiming BMW for their lack of cooperation. This cannot be the only time they've been asked for additional images. It must happen all the time. And the thing is, it doesnt take long, does it? Or am I missing something here?
I've got a car PCP'd with BMW finance, lying with not even that much of a repair to carry out, and that I canot use. If this non cooperation continues, do I take this to a higher place? Not that I know what a higher place even is.
Any thoughts, suggestons welcome at this stage.....
So anyway, my car has been recovered to a BMW servce centre by BMW roadside assistance. They picked the car up within hours of me dicovering the damage. I'm now into the 3rd week without the car. I've managed to get the estimate to the insurers, with my own images that I took on the day. The insurers want additional images, of the 4 corners of the car to include the registration plates etc. Plus the VIN plate and the mileage. I get this, it's a bit of a faff I know, but they are looking for fraudulent claims etc. Fair enough.
But despite numerous requests, BMW are not providing the insurerrs with these additonal images so that the claim can progress. They're not even communicating, they're just basically ignoring the requests whilst the car lies in their workshops.
What's everyone's thoughts on this? I'm not at the naming and shaming stage yet, but the insurers won''t aurhorise the repairs until they get their specified images. And I get this. That's their reqirement, and it's not a problem to me. But I'm on the verge of blaiming BMW for their lack of cooperation. This cannot be the only time they've been asked for additional images. It must happen all the time. And the thing is, it doesnt take long, does it? Or am I missing something here?
I've got a car PCP'd with BMW finance, lying with not even that much of a repair to carry out, and that I canot use. If this non cooperation continues, do I take this to a higher place? Not that I know what a higher place even is.
Any thoughts, suggestons welcome at this stage.....
RSsteveH said:
worsy said:
Can you call the dealer principle?
It's looking like something I'll have to do if I don't get positive vibes by the end of this week. Thank you!raise some heads and let him know how many times you ve requested these pics etc
I'd go to the dealers and tell them I want to see my car and then do the pictures myself there and then, they likely have it parked up at the rear of the dealership with something covering the window and they don't think it's a good use of their time to do the pics when they can be making money on other jobs.
I don't agree with that but it's the way they are.
I don't agree with that but it's the way they are.
cossy400 said:
RSsteveH said:
worsy said:
Can you call the dealer principle?
It's looking like something I'll have to do if I don't get positive vibes by the end of this week. Thank you!raise some heads and let him know how many times you ve requested these pics etc
Jamescrs said:
I'd go to the dealers and tell them I want to see my car and then do the pictures myself there and then, they likely have it parked up at the rear of the dealership with something covering the window and they don't think it's a good use of their time to do the pics when they can be making money on other jobs.
I don't agree with that but it's the way they are.
You're right of course. The problem was I'm out of town on annual leave (as in not in the city), so couldnt get to the dealers even though I really wanted to. I had a road trip to Wales planned in this car, sadly that will have to wait now. The pictures have been provided, and the process moves on. Hopefully a quck conclusion from here on.I don't agree with that but it's the way they are.
That's appalling service they just don't seem to give a monkeys.
My local dealer service standards are dropping everytime I use them. Ironically they have loads of time to phone/ text you to ask you to give a good review and even when you tell them on the phone that you've not had an issue addressed for weeks nothing happens.
My wife test drove a mini attached to the same dealership and told them what she wanted to buy, her budget etc. Never heard from them again. so found one herself at another dealer and bought that.
Look at some of the adverts, they don't even hoover a car before advertising it and then add close up pictures a grimy greasy interior surfaces - says it all to me
My local dealer service standards are dropping everytime I use them. Ironically they have loads of time to phone/ text you to ask you to give a good review and even when you tell them on the phone that you've not had an issue addressed for weeks nothing happens.
My wife test drove a mini attached to the same dealership and told them what she wanted to buy, her budget etc. Never heard from them again. so found one herself at another dealer and bought that.
Look at some of the adverts, they don't even hoover a car before advertising it and then add close up pictures a grimy greasy interior surfaces - says it all to me
Stever said:
That's appalling service they just don't seem to give a monkeys.
My local dealer service standards are dropping everytime I use them. Ironically they have loads of time to phone/ text you to ask you to give a good review and even when you tell them on the phone that you've not had an issue addressed for weeks nothing happens.
My wife test drove a mini attached to the same dealership and told them what she wanted to buy, her budget etc. Never heard from them again. so found one herself at another dealer and bought that.
Look at some of the adverts, they don't even hoover a car before advertising it and then add close up pictures a grimy greasy interior surfaces - says it all to me
It has been appalling service I have to agree. I must say though that I've bought a Mini GP, an M2 and this M4C from the same dealership in the south east and have got good service. Trouble is after this incident, it was recovered to nearest BMW repair centre / dealership, which wasnt my preference. I'll just go through this process now and hope it wraps up sooner rather than later.My local dealer service standards are dropping everytime I use them. Ironically they have loads of time to phone/ text you to ask you to give a good review and even when you tell them on the phone that you've not had an issue addressed for weeks nothing happens.
My wife test drove a mini attached to the same dealership and told them what she wanted to buy, her budget etc. Never heard from them again. so found one herself at another dealer and bought that.
Look at some of the adverts, they don't even hoover a car before advertising it and then add close up pictures a grimy greasy interior surfaces - says it all to me
An update to this. The insurance company have now authorised the repairs. In this experience it might be odd not to be able to blame the insurance company or it's handlers. But I can't. It seems like It's been BMW who've held things up. I do have a slight issue in that they say that the repair will take 11 working days, not including ordering parts. But the car is with a BMW repair and service centre so I can't see how this would be the case. I could be wrong. But hopefully now this will reach a satisfactory conclusion. Thanks for all your responses!
RSsteveH said:
My M4C was broken into recently, as spoken elsewhere on these forums - the steering wheel stolen, drivers door glass smashed. The estimate for repair is over £5k. I havent claimed anything in 12 yrs or more. But this time decided the cost of repair was enough to warrant a claim even though my excess is £800.
So anyway, my car has been recovered to a BMW servce centre by BMW roadside assistance. They picked the car up within hours of me dicovering the damage. I'm now into the 3rd week without the car. I've managed to get the estimate to the insurers, with my own images that I took on the day. The insurers want additional images, of the 4 corners of the car to include the registration plates etc. Plus the VIN plate and the mileage. I get this, it's a bit of a faff I know, but they are looking for fraudulent claims etc. Fair enough.
But despite numerous requests, BMW are not providing the insurerrs with these additonal images so that the claim can progress. They're not even communicating, they're just basically ignoring the requests whilst the car lies in their workshops.
What's everyone's thoughts on this? I'm not at the naming and shaming stage yet, but the insurers won''t aurhorise the repairs until they get their specified images. And I get this. That's their reqirement, and it's not a problem to me. But I'm on the verge of blaiming BMW for their lack of cooperation. This cannot be the only time they've been asked for additional images. It must happen all the time. And the thing is, it doesnt take long, does it? Or am I missing something here?
I've got a car PCP'd with BMW finance, lying with not even that much of a repair to carry out, and that I canot use. If this non cooperation continues, do I take this to a higher place? Not that I know what a higher place even is.
Any thoughts, suggestons welcome at this stage.....
So anyway, my car has been recovered to a BMW servce centre by BMW roadside assistance. They picked the car up within hours of me dicovering the damage. I'm now into the 3rd week without the car. I've managed to get the estimate to the insurers, with my own images that I took on the day. The insurers want additional images, of the 4 corners of the car to include the registration plates etc. Plus the VIN plate and the mileage. I get this, it's a bit of a faff I know, but they are looking for fraudulent claims etc. Fair enough.
But despite numerous requests, BMW are not providing the insurerrs with these additonal images so that the claim can progress. They're not even communicating, they're just basically ignoring the requests whilst the car lies in their workshops.
What's everyone's thoughts on this? I'm not at the naming and shaming stage yet, but the insurers won''t aurhorise the repairs until they get their specified images. And I get this. That's their reqirement, and it's not a problem to me. But I'm on the verge of blaiming BMW for their lack of cooperation. This cannot be the only time they've been asked for additional images. It must happen all the time. And the thing is, it doesnt take long, does it? Or am I missing something here?
I've got a car PCP'd with BMW finance, lying with not even that much of a repair to carry out, and that I canot use. If this non cooperation continues, do I take this to a higher place? Not that I know what a higher place even is.
Any thoughts, suggestons welcome at this stage.....
Stever said:
That's appalling service they just don't seem to give a monkeys.
My local dealer service standards are dropping everytime I use them. Ironically they have loads of time to phone/ text you to ask you to give a good review and even when you tell them on the phone that you've not had an issue addressed for weeks nothing happens.
My wife test drove a mini attached to the same dealership and told them what she wanted to buy, her budget etc. Never heard from them again. so found one herself at another dealer and bought that.
Look at some of the adverts, they don't even hoover a car before advertising it and then add close up pictures a grimy greasy interior surfaces - says it all to me
You know, your comments RE them not preppaing the car properly before advertising it. I hear this. But I think (and i'm not condoing it, far from it) these days they sell a lot of cars instantly over the internet, as opposed to customers going to the dealship and doing that whole viewing thing we all love. The same happened with the M4C with me. I told the dealer what I wanted and for them to call me when somethign comes in. A day later this one came in, and I pretty much bought it by email. No test drive and no haggling really. But come pick-up day, I dont think it had even been washed. But I suspect this was due to the turn round time. Times have changed havent they?My local dealer service standards are dropping everytime I use them. Ironically they have loads of time to phone/ text you to ask you to give a good review and even when you tell them on the phone that you've not had an issue addressed for weeks nothing happens.
My wife test drove a mini attached to the same dealership and told them what she wanted to buy, her budget etc. Never heard from them again. so found one herself at another dealer and bought that.
Look at some of the adverts, they don't even hoover a car before advertising it and then add close up pictures a grimy greasy interior surfaces - says it all to me
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