insurance issues

Psycho · Newbie

insurance issues

Dougwe · Chief one feather

Welcome to the gang Psycho, enjoy here and out in the playground.

Make sure you hang around and check out this great forum and participate where you can and ask questions in the appropriate place.

As for your question, I have not and hope I never have to use Youi who I am now insured with. I have heard of Insurance companies saying and doing anything to get out of paying. I would get that letter from Avan and take it that step further. See what happens then.

We have a member here who is a Dealer so he might pop in and give some advice. I haven't met him yet but one day our paths might cross, he sounds a honest and helpful person.

Keep Safe out there.

Wanda · Guru

Have you had the van looked at by reputable repairer or just relied on the insurance assessor? You say that "Avan" will send letter of support(seals etc) but have they or anyone else looked at it, and commented about the water ingress and put anything in writing!!
Insurance companies do not always get it right and there are usually avenues to appeal their decisions, but, you will need expert advise re the damage.
good luck
Ian

-- Edited by Wanda on Wednesday 15th of July 2020 08:45:27 AM

Possum3 · Guru

Psycho, Firstly welcome to GN's.
Your claim may need to be supported by evidence of "seal" servicing compliant to Avan's User manual - Best of luck with that.

Psycho · Newbie

hi

van is at Adelaide caravan repairs. they have been servicing and doing work on my van for past 4-5 years.

RAA sent out their own assessor.ACR as with most repair places are reluctant to question assessors for fear of losing business.

psycho

Wanda · Guru

Psycho, take it to another repairer, some one reputable like maybe Darios. Contact them first and explain your situation to see if they can assist.
There is also the possibility the assessor is right, just saying!
regards
Ian

PS : maybe time to get another servicing agent ?

-- Edited by Wanda on Wednesday 15th of July 2020 10:39:23 AM

Peter_n_Margaret · Guru

It is likely of course that the assessor is correct.
Cheers,
Peter

Knightrider · Senior Member

There is a process (at no cost to the Insured) when you do not agree with an insurance claim.

Firstly, you must obtain (in writing - email is adequate) the declinature of the claim by the Insurer (RAA). They will give you reasons for why they denied your claim.

Secondly, you contact (preferably in writing) stating that you do not accept their decisions and your reasons for not accepting and request RAA to proceed your claim to their Internal Disputes Resolution (IDR). The IDR of RAA are obliged to respond with their determination within a specific timeframe as set down in legislation & the Insurance Code of Practice.

Thirdly, should the IDR still maintain the decision to decline your claim, you can then proceed to lodge a complaint to Australian Financial Complaints Authority (AFCA - website link https://www.afca.org.au).

All APRA regulated Insurers (which RAA is one) are governed by the Corporations Act which includes their Australian Financial Services Licence (AFSL) and the above steps are part of their AFSL approval. Making a complaint to AFCA is of no cost to you but it does the Insurer a fee to have the complaint determined by AFCA.

I would recommend you obtain any information supporting your concerns from reputable dealers/repairers etc. e.g. Avan, other repairers, service records as they will be crucial when AFCA determine the outcome.

Finally, when AFCA make a determination, it is final for the Insurer and they must comply, however, if the AFCA determination is not satisfactory to you, you can still follow up (legally) but at your expense.

Hope that assists with your insurance query.

msg · Guru

NRMA are great insurers (even if they are a tad more expensive.) Had nothing but great service in all my dealings with them. Never had them query a claim. They promptly fixed the problem, towed the van, provided accommodation or what ever I needed. They are worth the extra.

The Belmont Bear · Guru

msg wrote:
NRMA are great insurers (even if they are a tad more expensive.) Had nothing but great service in all my dealings with them. Never had them query a claim. They promptly fixed the problem, towed the van, provided accommodation or what ever I needed. They are worth the extra.

Last October I broke a U bolt on the vans rear axle at 95KPH, the axle twisted and the wheel went through the stairwell. The NRMA refused our $7500 claim as they said that the PDF clearly states that they will not accept claims for damage on caravans that is caused by a mechanical, electrical or structural failure. We had all of our insurance policies with the NRMA for more than 30 years and up until then we had never made a claim on any of them. The day after we were told of their decision we moved all of our policies to another insurer provider. Due to the time that it took between the accident and the NRMA making their decision to reject our claim we missed the opportunity to get it repaired before the Covid travel restrictions came into effect. It seems that everybody decided that the it would be a great opportunity to book their vans in for repair work - so after 8 months off the road our turn finally comes up next week..

Cheers

BB

msg · Guru

My house was recently damaged by hail. 35 yr old colorbond roof replaced with no questions no hassels..

Same storm also damaged the motorhome and it has some minor damage. No deep dents. Decision still to be made by me. They will need pull out the cupboards, Microwave, electrical control board and the toilet and shower and insulation to fix it?.

It is a big job. Will still come in under the $56,000 it is insured for so no problem there.

My reluctance is based on the fact that everything fits and works perfectly with no squeeks or movement. But big question is will it be possible to put it back together so it is as it was. I wouldn't mind so much if it was a bit shabby but its not.

While not as good, there is the option of pulling out the dents from the outside. Apparently it is a ten yr fix and damage to the paint job will eventually surface. (rumor? story? Not sure.) I will probably go that way. The van is already 11yrs old and I definitely won't last another 10yrs travelling. I should clarify perhaps when I say van I mean it is a transit van and its body is part of the motor vehicle not an added fibreglass section.

Possum3 · Guru

With a caravan - Hail damage they re-skin and you get a new looking van back, minor repairs done - With a monocoque/shell vehicle it would also look like new after panel-beating and respray (if they re-spray whole vehicle), although if they use pulling tools to remove dents (paintless dent removal) you may end up with a shorter paint life due to heavy cutting back whilst polishing it, as well as possibility of a dimpling after a period of time.

Psycho · Newbie

Many thanks guys

Will go through channels and hopefully get a satisfactory resolution.

Great to be on your forum

Psycho.