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Insurance claim. Is this normal?

  • Roo Ted
    Roo Ted
    4 years ago

    After having an Oops with the wifes bike recently I found dealing with my insurer is becoming increasingly frustrating. Just wondering if others have found the same or am I just being a bit pushy. Here's brief timeline......

    September 14, Saturday. I reversed over the wifes bike.  I contacted insurer within minutes and was forwarded through 3 different operators to initiate the claim.

    September 16, Monday. Insurer called back to arrange tow truck for bike the next day, Tuesday.

    September 17, Tuesday. The tow truck never arrived. I contacted the insurer, after being forwarded through 2 different operators, who stated they had not contacted the towing company and would again arrange a tow.

    September 18, Wednesday. The bike was collected and delivered to local bikeshop (agreed repairer) for assessment.

    September 20, Friday. I was contacted by bikeshop who suggested the bike be 'written off' due to frame damage amongst other things. Contacted shortly after by insurer who had received a report from the bikeshop confirming a probable 'write off', pending a review of the report by the insurers assessor with the insurer to contact me on completion of the review no later than October 3rd.

    October 3, Thursday. I called the insurer after hearing nothing. Was told that the assessor would review the report and call me back that day after being forwarded through three different operators. Still nothing.

    October 4, Friday. Called the insurer again, via three different operators, to be told that the assessor would review the report that morning and call me back before 1230. No callback.  I called the insurer again, via 4 different operators, who confirmed the assessor had agreed that the bike should be 'written off', but it now needed confirmation by their salvage team 'Manheims'. Later that day I called the insurer back, they were unable to contact Manheims and I was advised that as it was a public holiday on Monday in Adelaide it might not be confirmed until possibly Wednesday October 9. After which the insurers payout team would look into it, possibly another 3 or 4 days for completion of their part, say October 13. Then another 3 days to transfer the payout into my account, potentially October 16.


    So in a nutshell, it took just 2 days from the bikes arrival at the repairers have all relevant info forwarded to the insurer. But it appears another 26 days for the insurer to complete their part. Up until October 4th I've spoken with 18 different people from the insurance company. I'm starting to understand why insurance premiums are so high.

    I'm trying hard to be patient. This is my first claim in over 35 years of insurance so am unsure of the process. The insurer tells me it's normal for a 'write off' to take two months to complete. Would hate to think how it would pan out if this was my sole mode of transport.

    Anyway, what are your thoughts or experience?

    Cheers, Roo.





  • Ratbob
    Ratbob
    4 years ago
    Man, wish you’d caught that on video :)
    I’ve had a couple of claims over the years, one at fault like yours and your timing looks ok albeit frustrating as at fault claims are pretty simple.
    However. You said “my insurer” so I assume you have both vehicles insured in your name and with the same insurer. If say the bike’s in your wife’s name and the cars in yours and you have different insurers, it will then depend on whether she’s claimed on the bike policy or you’ve claimed on your car policy and whether two insurers are involved etc, can get messy (take more time) depending which vehicle you made the claim on. 
  • Humbug
    Humbug
    4 years ago
    When I wrote the triumph off the claim quick and painless. I think it all depends on the insurance company.
  • Roo Ted
    Roo Ted
    4 years ago

    Interesting scenaio Rat.

    The 'at fault' vehicle, my 4x4, had no damage to speak of so there was no claim on that so no excess to be paid, something I wasn't aware of.

    Both vehicles are insured with the same company under the same policy so that made things easier.

  • Roo Ted
    Roo Ted
    4 years ago
    Quoting Humbug on 05 Oct 2019 12:10 AM

    When I wrote the triumph off the claim quick and painless. I think it all depends on the insurance company.

    What was the approximate time frame from accident to payout Humbug?


  • Humbug
    Humbug
    4 years ago
    Quoting Humbug on 05 Oct 2019 12:10 AM

    When I wrote the triumph off the claim quick and painless. I think it all depends on the insurance company.

    Quoting Roo Ted on 05 Oct 2019 12:19 AM

    What was the approximate time frame from accident to payout Humbug?


    About two weeks. It was a no fault claim and the car driver admitted all fault.
     
    On the funny side, I did get a call from the insurance company about three weeks after the accident asking me where was the bike? I told them should be in the same place that their assessor went and had a look at it. Seems the bike disappeared from its last know location,do not know if they ever found it again. 
  • Far Canal
    Far Canal
    4 years ago
    Quoting Roo Ted on 04 Oct 2019 11:15 PM

    After having an Oops with the wifes bike recently I found dealing with my insurer is becoming increasingly frustrating. Just wondering if others have found the same or am I just being a bit pushy. Here's brief timeline......

    September 14, Saturday. I reversed over the wifes bike.  I contacted insurer within minutes and was forwarded through 3 different operators to initiate the claim.

    September 16, Monday. Insurer called back to arrange tow truck for bike the next day, Tuesday.

    September 17, Tuesday. The tow truck never arrived. I contacted the insurer, after being forwarded through 2 different operators, who stated they had not contacted the towing company and would again arrange a tow.

    September 18, Wednesday. The bike was collected and delivered to local bikeshop (agreed repairer) for assessment.

    September 20, Friday. I was contacted by bikeshop who suggested the bike be 'written off' due to frame damage amongst other things. Contacted shortly after by insurer who had received a report from the bikeshop confirming a probable 'write off', pending a review of the report by the insurers assessor with the insurer to contact me on completion of the review no later than October 3rd.

    October 3, Thursday. I called the insurer after hearing nothing. Was told that the assessor would review the report and call me back that day after being forwarded through three different operators. Still nothing.

    October 4, Friday. Called the insurer again, via three different operators, to be told that the assessor would review the report that morning and call me back before 1230. No callback.  I called the insurer again, via 4 different operators, who confirmed the assessor had agreed that the bike should be 'written off', but it now needed confirmation by their salvage team 'Manheims'. Later that day I called the insurer back, they were unable to contact Manheims and I was advised that as it was a public holiday on Monday in Adelaide it might not be confirmed until possibly Wednesday October 9. After which the insurers payout team would look into it, possibly another 3 or 4 days for completion of their part, say October 13. Then another 3 days to transfer the payout into my account, potentially October 16.


    So in a nutshell, it took just 2 days from the bikes arrival at the repairers have all relevant info forwarded to the insurer. But it appears another 26 days for the insurer to complete their part. Up until October 4th I've spoken with 18 different people from the insurance company. I'm starting to understand why insurance premiums are so high.

    I'm trying hard to be patient. This is my first claim in over 35 years of insurance so am unsure of the process. The insurer tells me it's normal for a 'write off' to take two months to complete. Would hate to think how it would pan out if this was my sole mode of transport.

    Anyway, what are your thoughts or experience?

    Cheers, Roo.





    Anyway, what are your thoughts or experience?
    Patience is a fur shoe.
    Insurance companies are expert at raising the premiums on a yearly basis while simultaneously eroding the value of your insured item.
    However, you are insured by them and pay your premium so that you get paid if something goes wrong.
    I'd be surprised if you don't get paid out, eventually.
    Good luck.
  • Roo Ted
    Roo Ted
    4 years ago
    I'll say one thin FC, my insurance company (who like to 'share the passion' with fellow motoring enthusiasts) have maintained my agreed values without question but the premiums have crept up considerably over time. I expect they're all the same there.


  • JFE
    JFE
    4 years ago
    Mate, looking at your post it's good you have kept details. If you have more issues, tell them you are going to the relevant ombudsman and start that process. 
    I hope it doesn't go that far but when enough is enough, the only way to hurry these parasites is to follow the system.
  • Far Canal
    Far Canal
    4 years ago
    Quoting Roo Ted on 06 Oct 2019 01:23 AM

    I'll say one thin FC, my insurance company (who like to 'share the passion' with fellow motoring enthusiasts) have maintained my agreed values without question but the premiums have crept up considerably over time. I expect they're all the same there.



    Sounds like we use the same insurance company Ted.
    My Harley has steadily declined in value with them over the 11 years I have had it. Conversely, the premiums have not.
    Got a couple of bikes that are on Special Interest (limited) rego insured with them too. They are dirt cheap to insure and the insurance company automatically bumps up their value yearly. Go figure.
    Remember also that it can be worth haggling with your insurance company each time they send you a renewal. I have had the same house insured with another mob since 89 and no other company can get within a bull's roar with a quote. Have haggled them lots of times.
  • Roo Ted
    Roo Ted
    4 years ago
    Thanks for the advice Gents. Payout today, 5 weeks after the accident. Speaking with the Insurers assessor he says it can take up to 2 months. Last Thusday I'd had enough and told the Insurer my next call would be to the Insurance Ombudsman. Suddenly my claim was next on the list, claim finalised and payout complete within 3 working days.  Cheers!
  • Ken in Cairns
    Ken in Cairns
    4 years ago
    Glad you had a good result Roo.
    Any replacement on the cards as yet ?
  • Humbug
    Humbug
    4 years ago
    Glad it is all over for you. Now time to look for the new one 
  • Roo Ted
    Roo Ted
    4 years ago
    Quoting Ken in Cairns on 21 Oct 2019 10:35 AMedited: 21 Oct 2019 10:35 AM

    Glad you had a good result Roo.

    Any replacement on the cards as yet ?

    Yes Ken and Humbug, a 1200 Custom Sporty in the shed already.  ;-)
  • Ken in Cairns
    Ken in Cairns
    4 years ago
    Nice. Enjoy :)
  • Humbug
    Humbug
    4 years ago
    Thats the way, have fun