E&L Caravan Insurance Review

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andypippa's Review of E&L Caravan Insurance

7th Aug 2009

Overall Rating

1 stars
  • Value for money
    1 stars
  • Customer Service
    1 stars
  • Have you made a claim
    Yes

I bought our first caravan last summer (2008) and shopped around the internet for insurance. We went with E&L. Foolishly I had unhitched the caravan and did not pull the handbrake on fully to its verticle position. It rolled forward and hit a wall causing minor damage to the front panel. I faxed off my claim form in order to speed things along and posted the original that day. A month later no progress so I phoned them and by a funny coincidence they had waited to take this years premium and then suddenly sent out a letter to agree to the repair. That took a week to arrive at the repairer and my copy never materialised.
I contacted the repairer and they asked for a fax in the mean time so they could crack on. It took four phone calls just to get the fax.

I went to collect my caravan on a Friday afternoon and found that E&L had told the repairer that my excess was exactly double what my policy documents state. I phoned E&L and got bounced around their answer system. Eventually I got put through to claims who then cut me off. With half an hour left before tehy closed I made repeated attempts to call but to no avail. I had to pay double the excess £238 for a repair that was just £375.

I sent a very long email to customer services and received a response from some baffoon who was a customer relations manager. He responded to each of my points in turn but I think he had only read half my letter as his responses were incorreect and inaccurate.
He then introduced the invsible text in my policy documents regarding inexperienced drivers being charged double excess. I have checked and rechecked my docs and can find no trace of this. I challenged his comment as I am a Police Advanced Driver and in response he came up with yet another clause which doesn't appear in my policy documents regarding damage caused by in experienced caravanners.

I have managed to get the £119 refunded afer threatening them with the ombudsmen and I have cancelled my policy.

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