Club 4x4 Insurance

[Spilsy Avid PP Poster! Find all posts View Profile Close Spilsy]

They were happy to quote me for $7k accessories

I have 10k worth of accessories covered.

[Club 4X4 Member Find all posts View Profile Close Club 4X4]

Trying to get an insurance quote for the brand new Prado that I am picking up on Tuesday. Don't have the rego, but entered a number from my paper work, which I think is the VIN. Allowed me to proceed. Website needs an option to get a cover note on a vehicle yet to be delivered.
Not many insurers allow a reasonable value of additional equipment. Most top out at $1500 worth of accessories. My old 90 is insured with Affinity who do cover accessories to a reasonable value. Will likely try Club4x4 since I am adding $7000 worth of gear to the Prado (initially), and premium pricing seems to be competitive.

Hi there,

Congrats on the new purchase, did you get the update model? We had the chance to try one out a couple of weeks ago and were very impressed... MUCH more refined than the old GU and was pretty impressive on the dirt even as a stocker!

What our system will allow is for you to enter the VIN in lieu of the rego number (which you wont know yet) and you can post date the start date to be either today or Tuesday when you pick up the truck. I am a bit of a conservative so i'd be starting Monday to be sure.

In any case, we are open today (9-5) and can do the work for you! 1800 CLUB 4X4

and yes - 7K is fine :-) that's what were here for; to get you covered the right way. You'll also have new for new replacement for 2 years given its a brand new car first registered in your name.

Cheers

Kal

[Steerpike Lurker Find all posts View Profile Close Steerpike]

Hi there,

Congrats on the new purchase, did you get the update model? We had the chance to try one out a couple of weeks ago and were very impressed... MUCH more refined than the old GU and was pretty impressive on the dirt even as a stocker!

What our system will allow is for you to enter the VIN in lieu of the rego number (which you wont know yet) and you can post date the start date to be either today or Tuesday when you pick up the truck. I am a bit of a conservative so i'd be starting Monday to be sure.

In any case, we are open today (9-5) and can do the work for you! 1800 CLUB 4X4

and yes - 7K is fine :-) that's what were here for; to get you covered the right way. You'll also have new for new replacement for 2 years given its a brand new car first registered in your name.

Cheers

Kal

Yep, picked up my 2.8 on Tuesday, insured by you good folk from midnight Monday. Had a nice chat to one of your helpful staff. Emailed the rego through on Tuesday afternoon once I had the car. I've upgraded from a 1998 3.4l petrol auto 90 series, owned since new. 260K on the clock. Very interesting contrast in vehicles. The old one does 20l/100km towing my van (due to being thrashed to maintain speed). Guess the 2.8 should do better than that. That lazy diesel torque (quiet in this application) is a very nice place to be, but I can see that drivers in a hurry would be frustrated. Acceleration is "stately" at best.

[Club 4X4 Member Find all posts View Profile Close Club 4X4]

Yes i'd imagine it'd be totally different, but congrats anyway! Really pleased we were able to give you a product that you find valuable and glad to have you as a customer.

Happy Touring!

[ebwly Lurker Find all posts View Profile Close ebwly]

I would be wary of Club 4x4 insurance. I am having a very bad experience with them.

I was stationary at the lights when a vehicle rented by foreigners from europcar mistook the brakes for accelerator and rare ended me. I got all their details, including their rental agreement number, where it happened, driver's licence etc.

It should be an open and shut case for Club 4x4, except when I called, I was told that I would have to chase Europcar directly for a claim number, as having Club 4x4 deal with it means it constitutes a claim and would effect my premium? Guy on the phone didn't even bother asking for my accident details.

This is ridiculous as all the other car insurers I've had with aami, even Coles car insurance, if it is comprehensive, you just call their claims department and they deal with it for you.

Pretty disappointed and shocked to be honest.

[krypto Avid PP Poster! Find all posts View Profile Close krypto]

I would be wary of Club 4x4 insurance. I am having a very bad experience with them.

I was stationary at the lights when a vehicle rented by foreigners from europcar mistook the brakes for accelerator and rare ended me. I got all their details, including their rental agreement number, where it happened, driver's licence etc.

It should be an open and shut case for Club 4x4, except when I called, I was told that I would have to chase Europcar directly for a claim number, as having Club 4x4 deal with it means it constitutes a claim and would effect my premium? Guy on the phone didn't even bother asking for my accident details.

This is ridiculous as all the other car insurers I've had with aami, even Coles car insurance, if it is comprehensive, you just call their claims department and they deal with it for you.

Pretty disappointed and shocked to be honest.

I've never had my insurance company ask me to do that. Good to hear a real life experience. I just switched from AAMI, who were excellent with a claim last year, to another insurer as they really ramped up the premium and excess due to the claim.

[Club 4X4 Member Find all posts View Profile Close Club 4X4]

Hi ebwly

Sorry that the experience to date has not been to your expectation.

I am investigating this right now and will ensure someone contacts you to talk about it further on Monday.

Thanks

Kal

I would be wary of Club 4x4 insurance. I am having a very bad experience with them.

I was stationary at the lights when a vehicle rented by foreigners from europcar mistook the brakes for accelerator and rare ended me. I got all their details, including their rental agreement number, where it happened, driver's licence etc.

It should be an open and shut case for Club 4x4, except when I called, I was told that I would have to chase Europcar directly for a claim number, as having Club 4x4 deal with it means it constitutes a claim and would effect my premium? Guy on the phone didn't even bother asking for my accident details.

This is ridiculous as all the other car insurers I've had with aami, even Coles car insurance, if it is comprehensive, you just call their claims department and they deal with it for you.

Pretty disappointed and shocked to be honest.

[peter_mcc Senior Member Find all posts View Profile Close peter_mcc]

Sorry that the experience to date has not been to your expectation.

I think I could confidently say that ebwly's experience wouldn't have met anyone's expectations...

[ebwly Lurker Find all posts View Profile Close ebwly]

Indeed.

I hope it is simply a case of miscommunication on 4x4's part and I'm not quick to judge but lets see how this pans out...

[ARK48 Lurker Find all posts View Profile Close ARK48]

I will for sure be moving my insurance policy away from club4x4 if they expect you to follow up any claims process with the other party, fault or non at fault...

The whole point of paying for insurance is you shouldn't have to do any talking to third parties.... any communications between insurers or hire car companies is the responsibility of the insurer.

Please keep us posted.

[nanbar Senior Member Find all posts View Profile Close nanbar]

Hi ebwly

Sorry that the experience to date has not been to your expectation.

I am investigating this right now and will ensure someone contacts you to talk about it further on Monday.

Thanks

Kal

Thats s-house CLUB 4x4, If you want to be taken seriously, get your act together. As a relatively new client, I am not happy to hear this. But I suppose you have my money now so...

[r4ndll Avid PP Poster! Find all posts View Profile Close r4ndll]

Thats s-house CLUB 4x4, If you want to be taken seriously, get your act together. As a relatively new client, I am not happy to hear this. But I suppose you have my money now so...

Easy tiger. Problem raised and problem being investigated. Could just as easily be an issue with the person taking the call as with the process. There's two sides to every story.

[Club 4X4 Member Find all posts View Profile Close Club 4X4]

Morning all,

I just wanted to make note of a few things here to provide some clarity.

When one gets into an accident where they are not at fault, there are two ways that that person can choose to deal with it.

1) Interact directly with the third party's insurer - When you're not at fault, interacting with the other party's insurer means you leave your policy alone and you simply follow the process in place to get your vehicle repaired through the other party. This simplifies the process (usually!) and means involvement from one less party in the process of getting you back on the road. As someone who has worked in insurance from close to 20 years and also an enthusiast who has owned all manner of vehicles 4 and two wheeled, high and low I have always tried to get it sorted with the other party as this will usually mean I go straight to my repairer and the repairer interacts with the other persons insurance company. Easy, simple and in the hands of my own repairer until my vehicle is ready to be picked up.

OR

2) Lodge a third party claim through your own insurer - IF however, you end up having difficulty dealing with the third party and/or their insurer (if they have one!) and you feel your aren't getting any headway, or you simply don't want to deal with ANY of it you may elect to get your insurer involved. Your insurer becomes the middle man who will do the running around and interaction with either the third party or their insurer for you. Usually this will necessitate the payment of an excess, which in most cases will be refunded to you once funds have been recovered from either the third party or their insurer. In the meantime, your vehicle goes off to get fixed.

The way this sort of claim is handled is EXACTLY the same as you lodging a claim for an accident where you are at fault and regardless of whether the excess is refunded or not, this claim will remain on your record albeit as a "not at fault" third party claim. The simple act of "lodging a claim" or asking us to do the work for you (which we are here to do!) necessitates this.

Now depending on your insurer, you may or may not see an increase in premium.

Club 4X4 asks a specific set of questions in the quoting process not unlike most insurers, one of which is around the claims you have lodged - this includes all at fault and not at fault claims. Each type of claim is given a rating in our pricing engine and the combination of all claims noted goes into an algorithm which may or may not effect your premium. If you have chosen to have us act on your behalf and lodged a claim for us to pursue the third party then that claim will simply be noted on your policy just as you would've noted the not at fault claim when you were getting a quote.

The processes I have outlined above are not new and are commonplace in the marketplace.

Having said all of the above, we have investigated this case and it is my understanding that ebwly now has a resolution having spoken to our management team and I would certainly hope that he is now comfortable with the outcome.

Any customer who calls us to discuss a potential claim has the option of going down either one of the two paths noted above when dealing with a third party claim. Some insurers may force you into one model or the other, our view is to take an honest view and put all of your options to you as your adviser at the initial point, then leave it to you to make a choice. That is what happened in this case and what will happen every single time, it would seem however we needed to be clearer in our explanation and we will take that on as feedback.

Finally, if you have any grievances with Club 4X4 the best thing you can do to find resolution is to call us and talk us through it. We are happy to field any issues in public which is why we are here involved in the forum, but to get the quickest resolution get in touch with us directly. We have in place a structured dispute resolution process like any other insurer. These are designed to ensure a fair hearing and escalation for any type of issue.

You can find our dispute resolution information here http://www.club4x4.com.au/resolutions/

Sorry about the long post all - if you have any questions feel free to respond.

[Spilsy Avid PP Poster! Find all posts View Profile Close Spilsy]

Well responded Club 4x4. Thanks for taking the time to explain.

I do hope that all of your call takers get the same training and are briefed as per the above. It'd be a shame to see your companies reputation go down the drain because of a couple of phone calls that maybe weren't handled properly...

[mjrandom Out of control poster! Find all posts View Profile Close mjrandom]

For what it is worth I pay for comprehensive insurance so I don't have to deal with third parties or their insurance. I also expect that my insurer works for me to achieve the best possible outcome with the minimum involvement from me.

Whirlpool is full of stories where not at fault drivers are struggling to get addresses or other details in order to waive the excess or deductible. I would be very annoyed if I had to do the leg work. Happy to say that the three times I have been liberaced all I did was hand over the at fault drivers name and number. No suggestion that I had to pay the excess.