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Ian Donald

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Review of the Caravan and Motorhome Club, Motorhome insurance:

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A terrible experience making a claim.

I would not recommend at all. We had an accident in our motorhome in April, and it still has not been repaired. Dealing with the insurance company has been a nightmare. I have 7 pages of correspondence. There are 5 layers to navigate after informing the Club of an accident when making a claim - 4th Dimension (who log the accident), Devitt Insurance Services (the agent), AXA (the insurance company), Davies Group (an Engineering accident loss company), and an Independent Engineer. AXA do not even have an approved motorhome repairer, I had to recommend a repairer – which I did, the manufacturer of the motorhome, but their quote for repairs was rejected and I had to find another repairer. There are numerous departments and contacts within AXA, making dealing with them problematic, to say the least. I complained to the Caravan and Motorhome Club hoping they would be able to sort things out, but all they could do was lodge a complaint, which didn’‘t have any effect at all. I will not be renewing with the Club. UPDATE 05/10/2023 - We have motorhome insurance through the Caravan and Motorhome Club. We had an accident in our motorhome on holiday in France on the 24th April, 2023. We contacted the Club via an on-line form informing them of the accident and included photos. We had a response from the Club telling us to phone 4th Dimension in the first instance. Contact was made and we spoke to a very helpful gentleman, Neil, who said they were not part of AXA (the Club’‘s insurance company) but that he would log the claim with AXA, and he asked us to phone AXA directly to confirm when we got home. So far so good, but after that was when the problems started. Dealing with AXA directly has been a nightmare. There are 5 layers to navigate after informing the Club of an accident when making a claim - 4th Dimension (who log the accident), Devitt Insurance Services (the agent), AXA (the insurance company), Davies Group (an Engineering Accident Loss Company), and an Independent Engineer. I have 7 pages of notes highlighting attempted correspondence with AXA, with many noting “No response”. We later found out that AXA do not even have an approved motorhome repairer – apparently it was “a business decision not to have motorhome repairers within our network”. We had to recommend a repairer, so we recommended the manufacturer of the motorhome, but their quote for repairs was rejected as too costly and we had to find an alternative repairer, which we managed to do. This required me contacting several caravan repairers to see if they also repair motorhomes – many didn’‘t. Despite AXA not having approved repairers for motorhomes they continued to remark “We understand that you’‘ve chosen to use a garage outside our network”. Over the months we dealt with numerous departments and contacts both within AXA itself and other agents involved in the process:- Neil, 4th. Dimension/Devitt; Jake, AXA Claims Team; Samantha, Engineering Central support Team, AXA; someone at Davies Group; Andy, Independent Inspector reporting to Davies Group; Karen, Independent Inspector Group; Amy, Motorhome Claims Team, AXA; Jill, Motorhome Claims Team, AXA; Sean, Head of Complaints, AXA; Cath, Claims Negotiator, AXA;Tiffany, Engineering Central Support Team, AXA; Ella, Engineering Central Support Team, AXA; Natalie, also Head of Complaints, AXA; Martin, Customer Resolution Handler, AXA. This made dealing with AXA problematic, to say the least. I complained to the Caravan and Motorhome Club by telephone on 20th May, hoping they would be able to sort things out (after all, it is they who offer the insurance), but all they could do was lodge a complaint, which didn’‘t have any effect at all (it would seem that they merely act as an agent and have no influence or control once a claim is logged). The Club telephoned me on 6th September to discuss the complaint further and admitted that they hadn’‘t known that AXA don’‘t have an approved motorhome repairer! After a frustrating telephone conversation to AXA on 30th June, we lodged an official complaint directly with AXA. On the 3rd August AXA acknowledged by email that their service had left something to be desired and subsequently sent us a cheque for £250 as compensation, which went some way to recompense us for several months of worry and frustration. We finally collected the repaired motorhome on 27th September, 2023. Reviewed on: 20th July 2023

Reply from Caravan and Motorhome Club Dear Ian Donald Thank you for your feedback. We have been investigating your claim’s issues after you contacted us understandably regarding the concerns you have raised. Your complaint has been taken very seriously, as we wish all our members to have the most helpful and positive experience possible. Please do contact us directly at [email protected], with your updates or further concerns. Caravan and Motorhome Club Financial Services Response date: 5th October 2023

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