Trying to feel the 'Comfort' of my Comfort Cover

[Open_road!]

So my vehicle was subject to a little knock yesterday morning by a new driver, but being covered by Comfort I thought all would be well. But no, despite assurances that a local garage will be towing it away, today they revealed that they cant find a body shop able to carry out work on a Motorhome. This beggars belief. Its, to all intents and purposes, a T5, and my cover is for a camper van!

I think reading between the lines that my contact at Comfort shares my frustration, but with the vehicle stranded, because I would rather err on the side of caution, I'm just not feeling the 'comfort' of taking out specialist camper van cover at the moment!

So here I am sending out emails to try and find a garage who will do the work. Thats not how it should be surely?

Sorry if I sound wingey, I hate a winger, I'm a glass half full kind of girl - but Jeez!!!

 

[motacyclist]

Where is the damage? If it involves removing any of the furniture it could be a specialist job. Nevertheless, that should not be your problem and insurers should be able to sort it.

As it is the other party’s fault, your insurers will claim the cost back off them. You will be able to claim back the cost of a replacement vehicle while yours is away.

 

[Open_road!]

Yep, other side has completely admitted liability, I was even contacted by their insurer today to confirm that and ask whether they could carry out the work! - I thought it would be better to stay with Comfort!!? Its infront of the passenger side tyre. Not affecting any part of the vehicle which consists a ‘camper van’ - ruddy frustrating! Its all very annoying.

 

[GrannyJen]

I want to know the answer to this.

I am insured by comfort.

The California is not exactly exotic, there are thousands of them. Finding an approved bodyshop and repair should be simple.

Step up to the plate comfort. You advertise a lot on this site Tell us, if we have a knock, how well you cover it?

 

[Open_road!]

Im well aware of the risk of putting on a forum that my van was subject to a knock, but this situation is ridiculous! Quite happy to pm the photos to show what the damage is like, and that is how it has been described to Comfort. Its a T5 - its not rocket science.

 

[Open_road!]

Gosh I am so in the dark here - can I have advice from you Chaps as to whether I should be insisting on a VW approved bodyshop?

 

[motacyclist]

As I understand it you can have the work carried out by a repair shop other than that recommended by the insurers. However, when you do this they may not supply a courtesy vehicle or be held responsible for any further rectification that may subsequently be required.

My inclination would be to go with the insurers approved bodyshop. You can then reject the repairs if they are not up to standard.

 

[Open_road!]

Thank you for your advice! - let’s hope tomorrow might bring a change of approach from Comfort!, and that it’s just been a blip! X

 

[hirsty]

I was hit by another driver & did everything through VW Ensurance (with an E).

I generally disapprove of middle-men (inevitably) forcing prices up for everyone, but they were fantastic & had it booked into my local VW Dealer toute suite. I think the only thing I had to do was complete my own Insurers claim form, but arrangements were already being made by then.

 

[Alan]

Good luck tomorrow

Alan

 

[s2bear]

Sorry to hear about your misfortune. Very frustrating.
I believe you have the right to insist that repairs be undertaken by a repairer of your choice. I have done exactly that in the past, several times (albeit not with a Cali).

Perhaps someone here can recommend somewhere that has carried out good work on their own Cali and you can tell Comfort, that’s where yours is going.

All work should be warranted by a reputable repairer.
EDIT: I believe Comfort policies are underwritten by Aviva (who are Defaqto 5 ️ rated but do not insure camper vans directly).
Even so, there shouldn’t be a shortage of decent or approved repairers.
Good luck.


Sent from my iPad using Tapatalk

 

[Open_road!]

s2bear - in all the conversations with them comfort has not even been mentioned, its all being done by Aviva, that Defaqto 5 rated insurer who doesn't do vans... Not quite who I thought would be 'hands on' handling the claim since Comfort are the motorhome/camper umbrella. I think the Comfort office must be disbanded and parent Aviva now dealing with the claims, because as I say, a T5 with a sink and a hob in it with body work issues is blowing their minds at present. .....Another day and all that!!
Thanks so much for al the advice. I've not really been in this position before and its a bit baffling!

 

[WelshGas]

s2bear - in all the conversations with them comfort has not even been mentioned, its all being done by Aviva, that Defaqto 5 rated insurer who doesn't do vans... Not quite who I thought would be 'hands on' handling the claim since Comfort are the motorhome/camper umbrella. I think the Comfort office must be disbanded and parent Aviva now dealing with the claims, because as I say, a T5 with a sink and a hob in it with body work issues is blowing their minds at present. .....Another day and all that!!
Thanks so much for al the advice. I've not really been in this position before and its a bit baffling!

You need it repaired to VW standards to maintain your 12 year Anti-Perforation warranty. Contact your VW Commercial Dealer and ask them who they use for their commercial vehicles, then inform your Insurers.

 

[s2bear]

s2bear - in all the conversations with them comfort has not even been mentioned, its all being done by Aviva, that Defaqto 5 rated insurer who doesn't do vans... Not quite who I thought would be 'hands on' handling the claim since Comfort are the motorhome/camper umbrella. I think the Comfort office must be disbanded and parent Aviva now dealing with the claims, because as I say, a T5 with a sink and a hob in it with body work issues is blowing their minds at present. .....Another day and all that!!
Thanks so much for al the advice. I've not really been in this position before and its a bit baffling!

Aviva will directly insure a Beach but not an Ocean or SE.
Makes you wonder where Aviva would send you if you had a Beach policy directly with them... maybe worth asking?

@WelshGas suggestion is probably faster with least amount of comebacks.

It IS baffling but Aviva are a decent Company, I hope they sort it for you quickly.

 

[GrannyJen]

I am "discomforted" that this is being handled by Aviva, not by Comfort. If that is the case then what is the point of Comfort?

@WelshGas is right. Contact VW, find out the local approved repairer, give that name to Aviva who should be quite happy authorising them to do the work..

 

[Open_road!]

I have been called by Aviva this morning by my Claims Handler who is a genuinely lovely Chap, to say that the original garage who was going to have it on Tuesday, didn't take it originally because for some reason the instruction didn't get through. The second time they were contact by Aviva, they said that they wouldn't take the vehicle as it is a camper van. This garage have now been talked in to taking it by Aviva, but they cant pick it up until Monday.

I have been warned that there is a technical hitch for parts being delivered by VW so this repair could take some considerable time to be carried out. Apparently this is down to VW having changed their courier people and the new ones are letting them down. I'm not sure that at this point I really want to know that but I suppose I appreciate the honesty..

I questioned the whole Aviva/Comfort thing, and apparently Comfort (not his words, but this is how I interpret it), is the broker with a glossy web site with pictures of camper vans, which lulls you to take it up with them, but I am assured that Aviva always deal with the claims... the ones with the 5 * rating who dont deal with camper vans.

My Claims Handler is being sympathetic and tells me that how this is being carried out is being taken up and highlighted with Management. In the meantime my vehicle is sat in the office car park facing on to a road taking a poking from anyone wanting to see the inside of a front of the cali, and theres absolutely nothing I can do about it.

 

[T6 CFO]

You need it repaired to VW standards to maintain your 12 year Anti-Perforation warranty. Contact your VW Commercial Dealer and ask them who they use for their commercial vehicles, then inform your Insurers.

I 2nd this. That is exactly the way to deal with it.
I’d go even further and let the authorised VW repairer deal with your insurance company.



Mike

 

[T6 CFO]

I 2nd this. That is exactly the way to deal with it.
I’d go even further and let the authorised VW repairer deal with your insurance company.

If you do speak to your insurance company tell them where it’s getting repaired, do not ask them.



Mike

Mike

 

[Elmo3]

Sorry to hear of this. This quite a new van? I’d be insisting it was recovered asap to the nearest VW Commercial Vehcle centre and telling them to call you once it’s repaired.

 

[Richard Hurst]

Hmmm I pick up my new Ocean this Saturday and was going to go with Comfort for the insurance. This is now giving me doubts in a big way. Maybe I'll try Safeguard but what happens if they work in the same way. Minefield!

 

[T6 CFO]

Hmmm I pick up my new Ocean this Saturday and was going to go with Comfort for the insurance. This is now giving me doubts in a big way. Maybe I'll try Safeguard but what happens if they work in the same way. Minefield!

I’d see how this pans out. It may just be a glitch.

Mike

 

[Elmo3]

Hmmm I pick up my new Ocean this Saturday and was going to go with Comfort for the insurance. This is now giving me doubts in a big way. Maybe I'll try Safeguard but what happens if they work in the same way. Minefield!

A minefield indeed. I’ve just renewed with Safeguard but of course, you only find out how good insurance is when you have to claim. Safeguard is underwritten by Allianz, who I’ve had a very good previous experience with, but you just never know. Our cars are insured with Aviva, so there is no escape!

 

[GrannyJen]

I've just had an interesting experience getting quotes for my California from the caravan club.

First I entered all the details but went for car insurance as opposed to leisure vehicle. Premium quoted was £997.

I then entered exactly the same details but this time getting a "Motorhome" quote. £547.

You don't get a courtesy vehicle with the motorhome insurance but you do get a lot of camping equipment covered.

 

[Meoncoast]

Sorry about your bump, -We were rear-ended a few years ago. I assisted on VW approved body shop used "Peter Cooper" which is just down the road from us in Hedge End Southampton. However, their body shop is down near Eastbourne - all ok as the van was not drivable it was transported to for repair. I had a lot of issues with 3rd party insurances trying to get a cheaper non-VW approved repair by my insurers supported using an approved body shop. I would also ensure the 3rd party pays up for a replacement vehicle which should be a campervan if you need one while you are off the road. (we had a car but would have asked for a van if we needed one).

We are with Motorhomehome and Caravan club and I cannot fault them although they recovered all costs from the 3rd party they support what we expect with the claim and getting the van back as good as new.
Not the cheapest cover but certainly "cover" that supports the policyholder.

https://vwcaliforniaclub.com/threads/time-to-test-the-cover.15368/

 

[Meoncoast]

You don't get a courtesy vehicle with the motorhome insurance but you do get a lot of camping equipment covered.

Which in a way doesn't matter if it is 3rd party claim as you can claim costs from them.