Direct line, smashed window, trim repairers etc

[frog1520]

A couple of months ago, someone decided to insert a large brick into my W140 through a closed passenger window. Nice chaps obviously...

It made a small hole in the passenger airbag cover, scratched the wood center console a bit and the broken glass made a whole load of scratches on the leather center armrest. It also hit the transmission and knocked the mode switch from S to W. Since then, the switch doesnt work and it takes about 50 goes of pushing it to get it back to S. Inevitably, some glass fragments also got into the transmission gate - the gear change crunched a bit of glass for a few days, but now its quiet. The steering also crunched glass for a day or so.

No problem I thought - direct line to the rescue. (ha ha ha)

I persuaded the finger print people not to bother ruining the car with their terrible powder.

I cleaned the car up myself, removing all the glass etc

Autoglass came out and replaced the passenger window -they were brilliant and did a first class job.

I took the car to a local indy garage for a quote to get it fixed up - I was expecting the scratch in the wood to be buffed out (its only very light), a new passenger airbag cover and a new center armrest. I also expected the transmission switch to be replaced, and all the glsas hoovered out of the transmission gate while its apart. Is that reasonable?

Direct line sent their inspector out to look and now say they wont pay for any new parts. They want a 'specialist trim repairer' to do some repairs instead. Does anyone have any experience with these companies - should I accept this or press for new parts?

Direct line also claim that the transmission switch wasnt damaged by the brick, and say its wear and tear, but I know it was working OK before.

I'm left wondering why I pay direct line 1300 quid a year with 600 excess still to pay!!

Your thoughts would be very welcome!!! Thanks!

 

[KLP 92]

With regards to your specialist trim repairer, they won't change the panels but fix the old ones. They'll use filler and spray the vinyl/leather. Does the job but doesn't last too long!

 

[Flash]

Typical of an insurance company to get out of claims...

Contest the insurance company and ask them to strictly "prove" that the gear switch is down to "wear and tear" and NOT damamegd by the impact of the brick...

Also, challenge the inspector/insurer and tell them that if any traces of tiny glass fragments are found inside the gear gator then this "proves" that the damage was caused by the brick/glass incident and state that if necessary you shall get an independant to do this and will be sending them the bill and all other costs i.e. hire car... (this will make them think twice...)

Getting a specilaist to have a look at the trim is reasonable...

Good luck...

 

[nigel cross]

I had a problem with direct line as they told me to go to an indy for a repair. I stuck to my guns and insisted on a main dealer and they gave in. My brother in law who works in insurance has confirmed that if the dealer is on their list of repairers, they cannot insist you visit an indy.
Ps the main dealer lent me a car while mine was in, as that was part of their policy, even though direct lines policy didi not include a free hire car.

 

[c13tay]

Stick to your guns

I had a claim a couple of years ago with a volvo 850 estate

Its a long story which took about 6 months to resolve but basically the car was repaired by their approved repairer - the job was crap - lots of things wrong including a leaking power steering rack and a mis aligned front bumper.

Keep in mind that I was hit by a 5 series BMW square on the front wheel.

They said that I would have to prove that the rack didnt leak before and that the bumper fitted before - How do you do that !!!!!

Over the 1st 3 months after the accident I had sent direct line 42 faxes and e-mails and received 4 in reply.

I paid a nominal £5 (i think) and got the names of the chairman and chief exec of Royal bank of Scotland (who own Direct Line) and their home addresses and wrote to them including copies of all the correspondence.

I then wrote to my appointed case handler and told her what I had done.

2 days later I got a call from someone called "chief execs personal team" who told me she was now handling the case.

Within a week the car had had the bumper fixed properly (they had ommitted to refit a spacer !!!!) and the car was collected from my home by greenflag, and taken to the volvo maindealer for a new rack to be fitted.

result


Shame I had to go to all those lengths though


I probably still have the names /addresses if you want to try that route

Chris

 

[RJIF]

frog 1520 - Sorry to hear of your ordeal, I've always been led to believe that insurance companies are there to return a vehicle after damage to its original condition (the condition prior to damage while in your ownership, not brand new) where possible, and i would always where OEM parts exist and are damaged insist that these parts are replaced like for like (source is irrelevant as long as its merc' for merc') as per the term original condition. you pay for a service and certain expectations deserve to be met. cut these clowns loose im sure you can find better cover out there somewhere.

 

[jaymanek]

I agree with KLP... if they repair the trim, then it wont last.. the filler and paint they use is only any good for hard surfaces, not on leather.. If you do use a specialist, insist on new leather...

 

[andy_k]

when we called Direct Dine over a similar incident both they and the police were incredibly helpful.

The Rear window of our estate was replaced within three hours of us reporting it (OK Autoglass made a hash of it and it leaked but they sorted it out second time around). As there was blood and fingerprints all over the car (inside and out) the Police took loads of samples then arranged a mobile valeter to come out which Direct Line paid for to get the worst of the blood out. The car was then booked into the dealers (next day) to get the damaged trim replaced and a full valet to make sure there was no trace of any blood etc. All this was done with no quibbles, a couple of phone calls to Direct Line and one to the police.

Not letting the police fingerprint your car could be a mistake as Direct Line will be able to argue that you have effectively ruled out any chance of catching the guilty parties and this will give them leverage when it comes to discussing the claim.

I think that sometimes it's down to whoever you speak to and how you get along with them.

In this case I'd certainly go back to them but unless there is any physical damage (which there should be if a brick has hit it) to the W/S switch they may well stick to their "wear and tear" argument and sadly there won't be a great deal you can do to prove otherwise.

Please do not take offence at this but I have read your post a couple of times and perhaps it's the way you've written it down but the damage doesn't seem to be commensurate with a "large brick". Particularly the "scrathes to the centre armrest" presumably caused by flying glass as the brick hit the dashboard and the transmission Insurance companies are always suspicious of claims that stray from the norm.

Andy

 

[Flash]

Please do not take offence at this but I have read your post a couple of times and perhaps it's the way you've written it down but the damage doesn't seem to be commensurate with a "large brick". Particularly the "scrathes to the centre armrest" presumably caused by flying glass as the brick hit the dashboard and the transmission Insurance companies are always suspicious of claims that stray from the norm.

Andy

Andy, the fact that he heard glass crunching in the gear's gaitor confirms this (insurance company dont want to know - and tiny flying fragments of glass can quiet easily casue scracthes to the leather/interior.... Even in my Insurance Policy booklet it states that the inusurance company shall cover all damage as a result of glass/window being damaged "without" affecring the NCB as result of it being caused by the broken glass. It even gave an example of scratches to the paintwork being covered as a result of the impact of the damaged glass... A brick being thrown through ur window can cause alot of dmage and mess... I had a brick thrown through my vehicle's windscreen and was lucky not to have got seriously hurt... there was alot of mess...

 

[Satch]

I once collected a Sierra into the side of a BMW. Lots of damage a big repair, but they tried to weasel out of paying for a new wheel, tyre, and shock that had been knackered on grounds of "betterment"

Again lots of complaints and they coughed in the end, but in the process I discovered how stupid some staff at my then insurance company were but also the deeply cynical procedures to try and limit payouts on valid claims

 

[jonm]

Sorry to hear of your 'break in' you have my sympathy, its happened to me a few times and I know its absolutley gauling and to be honest makes my blood boil

When dealing with insurers It helps me when I try and understand whay they are there.

frog 1520 - Sorry to hear of your ordeal, I've always been led to believe that insurance companies are there to return a vehicle after damage to its original condition

The truth is that insurance companies exist for the financial benefit of their owners, no more, no less. Some do it with more consideration to their customers than others and to be honest most of the time I have had to deal with them they have been sympathetic and completely fair..with one or two exceptions. One 'negotiator' did actually say to me 'we are a commercial oranisation and obviously seek to minimise costs', I helped them do this by finding a better quote than the one they already had... I got my way. Furthermore in my own, relatively limited experience, there is always room for negotiation right up to meeting the hard conditions in the policy.

Good luck, push for what you want..the 'spirit of compromise' is always around the corner, remember it costs them to write letters etc etc and your unsettled claim will be sat with someone as an outstanding statistic.

 

[sportyreptile]

A couple of months ago, someone decided to insert a large brick into my W140 through a closed passenger window. Nice chaps obviously...

QUOTE]


Gutting!

I liked to think that the double glazed glass would withstand a smash and grab attack - looks like I was wrong.

It's really annoying when you fork out hard earned cash only for the insurance company to hassle you about repairs. It's not like your rebuilding the car from a wreck or anything. It's the very time when you just want it sorted out, not have to put up with cr@p.

I think if you try and mend and make do it'll jump up to bite you in the future, and you know it'll bug the hell out of you, I'd fight for getting replacement parts.

Hope you get it sorted.

 

[Dieselman]

Obviously if you are sure that the problems with the car are a result of the break in then push for teh repairs to be done. Don't accept repaired soft trim it never looks good or works.

Don't get too hung up on the S/W switch or gear selector as the answer is easy and will take a novice about 20 minutes to sort.

http://mbclub.co.uk/forums/showthread.php?t=6722&highlight=switch

 

[silverstarcars]

With regards to your specialist trim repairer, they won't change the panels but fix the old ones. They'll use filler and spray the vinyl/leather. Does the job but doesn't last too long!

I agree with KLP 92 the thing with these 'cosmetic repairs' is that they do not last long and are really for car dealers to get cars looking A1 prior to sale. If it is your personal car then you should expect nothing less than replacement of the affected parts. You also have the right to have your car repaired by any garage you wish including main dealers. Stick to your guns and argue the fact that the cosmetic repairs are only a temporary solution.

 

[frog1520]

First of all - thanks to everyone for the excellent information and advice- its much appreciated!

After a bit of investigation, it seems to me that the passenger airbag cover is actually an integral part of the dashboard rather than a separate piece - does anyone know if thats correct? If you'd have to replace the whole dash just for a 3 - 4mm hole, that does seem like too much work. I dont particularly want the dash taken out and refitted anyway .... rattle rattle creek creek etc!

However, I've got a concern about repairing that hole. If the job really is filler and spray paint which it sounds like, what might happen if the airbag goes off? When the gas explodes, could it potentially push the filler out and send it as a missile through the front passenger? I noticed on the HSE website that they recommend that an airbag is never repaired - i presume this applies to the cover too. Or maybe I'm worrying about nothing?

As for the armrest, I'm waiting to find out what these trim repairers propose to do. If its filler and spray paint again, I'm not having it - armrests get a lot of wear (with me anyway coz im lazy) and it doesnt sound like it would stand up. I suppose they could reover it with leather, but it seems like an awful lot of work and would probably just be better to get a new part, which is what I'll insist on. Going to check in the morning to see how much they are, just for fun.

I'll let you know how it goes - thanks again!

 

[Flash]

However, I've got a concern about repairing that hole. If the job really is filler and spray paint which it sounds like, what might happen if the airbag goes off? When the gas explodes, could it potentially push the filler out and send it as a missile through the front passenger? I noticed on the HSE website that they recommend that an airbag is never repaired - i presume this applies to the cover too. Or maybe I'm worrying about nothing?

I would use the above as part of your argment against the trim/vinyl repair to hold the insurance company to ransom and if they still insist then reqeust for them to put it in writting that the airbag will function as per normal (depsite potentially having been distubed as a result of the impact and that the repair shall not do affect the impact of the airbag's performance etc.) I would also compile some evidece/portfolio arguing that these soc alled "smart" repairs are not a long term fix/solution...