Nationwide Flex Plus - Breakdown Cover - Be Aware !
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ShiftZZ
LIFE MEMBER
Or how about setting up a Facebook page, highlight the issues, invite all the motorhome owners you know and invite Nationwide to join. Use the power of social network to OUR advantage..
iandsm I am very interested in the reply you get. This is also an important clause for us, so much so that I may take out a green flag policy if they let me, given that we are currently away!
Think I will be raising a complaint with Nationwide, that seemed to work the last time, someone even phoned me to ask what the issue was. Think we all collectively need to do this again.
Think I will be raising a complaint with Nationwide, that seemed to work the last time, someone even phoned me to ask what the issue was. Think we all collectively need to do this again.
- Jan 3, 2008
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Here is the reply from Nationwide which is most reassuring, I suggest members print it and keep it with their policy booklet.
Mr Johnson,
Thank you for reaching out to me and for being a long-standing FlexPlus member.
I have double checked this point with the AA this morning and can reassure you that you are still covered for the scenario you describe. Here is what they’ve told me:
In regards to Mr Johnson’s question, the cover we provide is as Mr Johnson has identified. Where there is no issue with the vehicle (motorhome or not) but the customer is genuinely taken ill and can no longer drive (and there is no other driver), then we will treat it as if the vehicle had broken down and recover the vehicle and occupants as per National Recovery. Our call handlers are very experienced and it is not an uncommon scenario for them to deal with. The reason we add ‘at our discretion’ is to provide leeway for instances where the inability to drive is perhaps down to ‘driver error’, for example the sole driver may have been drinking prior to driving and be over the limit.
I hope that helps alleviate any concerns you have.
Kind regards,
James Broome | Head of Current Account & Credit Card
Banking & Savings
Propositions & Engagement
Mr Johnson,
Thank you for reaching out to me and for being a long-standing FlexPlus member.
I have double checked this point with the AA this morning and can reassure you that you are still covered for the scenario you describe. Here is what they’ve told me:
In regards to Mr Johnson’s question, the cover we provide is as Mr Johnson has identified. Where there is no issue with the vehicle (motorhome or not) but the customer is genuinely taken ill and can no longer drive (and there is no other driver), then we will treat it as if the vehicle had broken down and recover the vehicle and occupants as per National Recovery. Our call handlers are very experienced and it is not an uncommon scenario for them to deal with. The reason we add ‘at our discretion’ is to provide leeway for instances where the inability to drive is perhaps down to ‘driver error’, for example the sole driver may have been drinking prior to driving and be over the limit.
I hope that helps alleviate any concerns you have.
Kind regards,
James Broome | Head of Current Account & Credit Card
Banking & Savings
Propositions & Engagement
Ian, that looks like a good result. Good work
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DumfriesDik
Free Member
Debs
LIFE MEMBER
Emmit
LIFE MEMBER
Taken from the OP's subsequent discussion with NW
"
Section G: National Recovery (Relay) Provided by Automobile Association Developments Limited (trading as AA Breakdown Services)
"The AA may be prepared to make National Recovery available if you are, or the driver of your vehicle is, unexpectedly taken ill during a journey and no other passenger can drive your vehicle to complete your intended journey. Any compassionate National Recovery assistance is given at the AA’s absolute discretion."
I have highlighted what I consider to be the elephant in the room as far as his concerns are. (From my viewpoint I think he is right to be concerned)
It is all very well the rep. of NW to write back saying that the call handlers are very experienced.
I had one that said categorically that motorhomes were EXCLUDED from their recovery programmes.
I had to point out that I was prepared to engage a Company outside their system and send them the Bill regardless of the cost before she acceded to my request to contact her manager for clarification.
Even then, on her return to contact me, the call handler lied through her teeth, telling me that the inclusion of recovery of Motorhomes was a new concept.
It's a stressful time at best when one has to try and organise recovery, sometimes many miles from home, without that recovery being at the behest of a call handler.
"
Section G: National Recovery (Relay) Provided by Automobile Association Developments Limited (trading as AA Breakdown Services)
"The AA may be prepared to make National Recovery available if you are, or the driver of your vehicle is, unexpectedly taken ill during a journey and no other passenger can drive your vehicle to complete your intended journey. Any compassionate National Recovery assistance is given at the AA’s absolute discretion."
I have highlighted what I consider to be the elephant in the room as far as his concerns are. (From my viewpoint I think he is right to be concerned)
It is all very well the rep. of NW to write back saying that the call handlers are very experienced.
I had one that said categorically that motorhomes were EXCLUDED from their recovery programmes.
I had to point out that I was prepared to engage a Company outside their system and send them the Bill regardless of the cost before she acceded to my request to contact her manager for clarification.
Even then, on her return to contact me, the call handler lied through her teeth, telling me that the inclusion of recovery of Motorhomes was a new concept.
It's a stressful time at best when one has to try and organise recovery, sometimes many miles from home, without that recovery being at the behest of a call handler.
- Oct 18, 2021
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This is a very valid point. The Nationwide Policy T&Cs for European cover indicate that recovery of the vehicle should the policy holder be incapacitated is specifically excluded!
See points 5&6 of ‘What’s not Covered’ on page 26.
RandallC
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The OP mentioned main driver unable to drive due to accident. This suggests that there are others on the insurance that can drive the MH.
perhaps that’s the issue with repatriation?
Which is why we took the better half off the insurance as she would never drive it, Being very clear in the small print, if another insured driver available they get to drive. She was only on the insurance to be covered if needed to be sat in the drivers seat operating stuff whilst I’m looking at a problem.
perhaps that’s the issue with repatriation?
Which is why we took the better half off the insurance as she would never drive it, Being very clear in the small print, if another insured driver available they get to drive. She was only on the insurance to be covered if needed to be sat in the drivers seat operating stuff whilst I’m looking at a problem.
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A good result.
Had to smile at the fact that you reached out to James Broome instead of just contacting him
Had to smile at the fact that you reached out to James Broome instead of just contacting him
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A good result.
Had to smile at the fact that you reached out to James Broome instead of just contacting him
But doesn’t it only clarify the position WRT national (U.K.) recovery? No mention of the same applying to European recovery if the driver is incapacitated but the vehicle is not subject to a breakdown.
- Jan 3, 2008
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I mentioned in me email to Nationwide, " I travel in my motorhome with my wife, who does not drive, throughout the UK and Europe" so I can only assignee it does. The AA mention n the reply, " recover the vehicle and occupants as per National Recovery" perhaps you should read their conditions.
Well I have the reply from
James Broome | Head of Current Account & Credit Card
Banking & Savings
Propositions & Engagement
Mr Broome, who as you see is in a very senior position, has clarified the situation, I doubt that other than his written assurance and that of the AA which he includes in his reply, there is much more that I or anyone can do. If you are not satisfied with the perhaps you should explore alternative cover.
Last edited:
- Jan 3, 2008
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Only that of the gentleman concerned who replied directly to me, I doubt he would thank me for giving out his direct email so regretfully I think I should not disclose it. You may want to phone your Nationwide branch or their head office who may give to you, but, with respect I don't feel I should, to I hope you understand.
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- Oct 18, 2021
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Thanks for taking the time to quiz Nationwide and post your reply but Section G refers to recovery in the U.K. only.
European cover is under a separate sub heading in the Policy T&Cs. So he hasn’t fully answered you.
Emmit
LIFE MEMBER
Not knocking you at all on this and kudos for getting to the bottom of this but their use of the word 'MAY' is curious in the extreme.
I would tell recovery it’s my bit on the side and my named driver/partner is at home!
I don’t think they would check ID
- Jan 3, 2008
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That what I thought but it appears they are protecting themselves from the drunk who gets pulled over and spends time at the police station and cannot drive because they are still over the limit on release and expect the AA to bring the vehicle home. Perfectly understandable when you consider the recovery is primarily aimed at car drivers not motorhomers.
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- Jan 3, 2008
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I can only repeat what the AA told Mr Broome, " then we will treat it as if the vehicle had broken down and recover the vehicle and occupants as per National Recovery."
That seems to me that they will treat an incident in the EU as if it had uccurred in the UK and recover it as if it were an accident and couldn't be repaired before the return home date. Perhaps you might take this up with the AA to reassure yourself.
Camdoon
LIFE MEMBER
I had a breakdown in March. I was intitially refused cover as the van is over 3.5ton. I explained that NW customers were covered and after a couple of minutes the handler agreed. I complained. NW said it was nothing to do with them. I got a nice call from the AA and they agreed that the handler was wrong but as they had just taken on the contract the handler had not taken on board the training (computer systems being slower to amend) and they upheld the complaint (not that that benefited me in any way). They were going to ensure all handlers had read/listened to the latest updates that had been issued. I would agree with the handler that larger motorhomes being recovered is a new concept. I encouraged everyone to register their vans at that time.
As bad as "can I get"Reaching out, my arse.
Makes my blood boil when idiots say that
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RM_Marine
LIFE MEMBER
This was my reply
Dear Mr Coleman
Thank you for your email addressed to Joe Garner, our former Chief Executive, from which I’m sorry to learn of the difficulties you’ve experienced. Our new Chief Executive, Debbie Crosbie, is currently not available so I’m replying on her behalf to avoid further delay. Please be assured that Debbie will see and read your email and be aware of your comments.
By copy I have asked Julie O’Brien, from our Senior Team, to carry out a full investigation into your concerns and respond to you as soon as possible. Meanwhile, should you need to speak with Julie, she can be contacted on 0161 605 3425 extension 1358 or by email at Julie.O’Brien@nationwide.co.uk and she’ll be happy to help.
Yours sincerely
Neil Winston | Member Service
Dear Mr Coleman
Thank you for your email addressed to Joe Garner, our former Chief Executive, from which I’m sorry to learn of the difficulties you’ve experienced. Our new Chief Executive, Debbie Crosbie, is currently not available so I’m replying on her behalf to avoid further delay. Please be assured that Debbie will see and read your email and be aware of your comments.
By copy I have asked Julie O’Brien, from our Senior Team, to carry out a full investigation into your concerns and respond to you as soon as possible. Meanwhile, should you need to speak with Julie, she can be contacted on 0161 605 3425 extension 1358 or by email at Julie.O’Brien@nationwide.co.uk and she’ll be happy to help.
Yours sincerely
Neil Winston | Member Service
RandallC
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- Aug 4, 2012
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If not in the UK that can be verified fairly easily. Be aware insurance investigators have not insignificant resources.
Just saying is all
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The sad thing regards cover is until we have a reason to call on their service's it’s only then we can judge them on their product.
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Agreed. If you read my 'Nightmare' thread yu will learn that they reneged on their promise to repatriate our two little dogs, now the subject of a complaint.
John
This is great to hear and hopefully we will get a definitive answer from NW.
I have also been in touch NW and raised a complaint. The lady i spoke said she had heard from others on the same subject - must be our members ! But at the end of the day whether we are covered or not it all depends on what happens at the time. When we needed help - immediately after the accident (when back from Hospital) it wasn't there. You ring the AAs Euro number and after a very long wait it was a def non !! You haven't the luxury of being at home and having time to look into it, you need a plan B and damn quick. Especially if stuck in a car park/aire.
Maybe after all this we might get a policy document change. it was quite clear before.
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