Cycleguard Insurance Claim - The TERRIBLE service saga continues....
I am a very frustrated and angry insurance customer.
I was look for some advice and maybe some opinions and some feedback from other people's experiences.
Allow me to fill you in on my story.
3 weeks ago I was out on our Sunday ride, descending I went through what I though was a puddle and it turned out to be a large pothole. I only went through it as there was oncoming traffic which stopped me from avoiding it, the car driver was at no way at fault.
So anyway I went over the bars doing about 42kph. Awoke to find the bars and stem snapped, front wheel buckled, rear derailleur cracked, crank bent Etc etc.
I went to hospital to get checked out, just a concussion and brushing, so lucky escape.
The next day I started claims proceedings with Cycleguard and also reported the pothole to the council.
After sending all requested documents, including an assessment from the shop where I bought the bike, they declared it a write off as due to the force of the impact the structure and strength of the frame could of been compromised.
I was told by Cycleguard it would take at least 5 days to assess and review my case.
A week later I get an email requesting more photos, map of pothole, bank statements etc etc, all reasonable requests. But after sending this all off I was then told it would be a further week to review any correspondence...this is when I started to get frustrated. Any other insurance claim iv ever made, once he case is open it's a back and forth with your claims manager to get it resolved.
A week later the claims manager calls asking for further info, and also says that due to the size of the claim the underwriters have to approve it. Sounds understandable to me.
But it would be another week to hear from them....
So now another week on, I finally get through to my claims manager who informs me that the underwriters want to send out a loss adjuster. But she couldn't tell me when this would happen, she only said that she will send the file to them today or tomorrow and hopefully il hear from them within two weeks to make an appointment.
She also said that I was realistically looking at a minimum of a further 2 months to get any kind if payment.
So after this call I sent an official complaint to the Financial Ombudsman and a complaint to the insurance company direct.
Anyway sorry for the long essay.
But just wanted to see if anyone had any advice, thoughts or cared to share any of their experiences.
It just seems crazy to me that I paid a premium that was higher than my car insurance, and the service is terrible.