Shocked

★★★★☆
4.4
87.0% of users recommend this
  • Speed of response

  • Customer service

  • Value For Money

ProfLemmer's review of GEM Motoring Assist Breakdown Cover - motoringassist.com

“Shocked”

★★★☆☆

written by ProfLemmer on 13/06/2019

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We were shocked to discover Gem Assist was not including/covering our motor caravan all these years of driving Ford Duetto without knowing it was disqualified from cover/assistance, resulting in a £90 fee for a callout to replace a tyre (which is how we discovered it was not covered. Job on 1 June 19. The reason given was that our motor caravan was classified as a mini bus on the DVLH registration document, although we have a form from DVLH confirming that we have a motor caravan. I explained this to Gem Assist when I complained and was told a refund would be requested and handled by the accounts department and they would be in touch -- however, we have not heard from anyone, either about the refund or whether our motor caravan is now covered subsequent to my conversation with a Gem Assist representative on 1 Jun 19. It has been unsafe for us to unknowling drive without cover, and we have heard from nobody about whether the change has been made to include the motor caravan or processing the refund. 

  • Speed of response

  • Customer service

  • Value For Money

By Gem Motoring Assist

Written on: 13/06/2019

Dear GEM Member,

I was sorry to read that you were refused assistance to your motor caravan on 1st June. I can confirm that if your vehicle is within the limits for motorhomes/campers you should have been assisted. The restrictions are no more that 3500kg GVW less than 7 meters long and 2.3 metres wide. I have forwarded your review to Customer Services for their attention and asked them to contact you.

Kind Regards
The GEM Team

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By Gem Motoring Assist

Written on: 13/06/2019

Dear Professor Lemmer,

I have investigated what happened on this occasion and find that the payment was not taken from your card as your vehicle was indeed covered.

I'm sorry for the inconvenience.

Kind Regards
The GEM Team.

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