Nationwide Flex Plus - Breakdown Cover - Be Aware !

[clanjones]

I have emailed Julie O'Brien as well asking to confirm that a specific situation, as an example, (both of us being injured as a result of an accident on the tandem) would be covered. I don't like the term illness that has been quoted by Nationwide/AA.

My take on this is that the AA has many contracts and the call handler looks up the contract see the exclusion and says 'non' which is understandable.

The solution is to change the exclusion with some other words. I'll update if when I get a reply.

 

[John Barrett]

AA Euro ops just called. The car and caravan are being collected from Raco at 0800 on Saturday. Hope they are on time as we have to get the Alicante shuttle soon after!

 

[ShiftZZ]

I suspect Swansea Educated Mr Broome has the following email address...

James.Broome@nationwide.co.uk

 

[The Happy Hooker]

I've emailed James Broome, quoted below. I'll post his reply when I get it.

Dear Mr. Broome,

You very kindly replied to the question sent to you by Mr. Johnson who was enquiring about the cover provided by the AA in the event of driver incapacitation. I am quoting part of your reply here:

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.

Just for confirmation, I too am long standing customer of Nationwide and am concerned regarding the words National Recovery.
Could you please confirm whether vehicle recovery will take place as part of European Breakdown Cover in the case of driver incapacity as well as within the UK?

Yours sincerely

Lorraine Shipley

 

[clanjones]

This is great, a bit like the 7.5m 3.5 tonne debacle. Keep up the pressure.

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[chasper]

Why didn’t he claim on his scooter insurance?

 

[Sharned123]

Last Wed 8th June I posted that we had had an accident on a scooter in France and that our insurance didn’t cover repatriating the MH back to the UK.
Now back home I have had chance to investigate further.

Our MH accident Insurance is with Advance but because we dont have Breakdown cover also with them they understandably dont cover repatriation of the vehicle in my circumstances.
Our Breakdown cover is with Nationwide as part of having Flex Plus account.
And up to March this year cover was provided by Brittania who definately did offer repatriation of MH if the main driver was unable to continue due to accident or illness.
However on the 1st March 2022 the AA took over after winning the tender process with a new set of terms that DONT include repatriation. I only found this out yesterday and dont recall Nationwide flagging this up.
So for anyone using their Nationwide Flex Plus acc to cover Euro breakdowns etc here is a salutary lesson and something to bear in mind.

Hi

On reading this I do remember on another group thread that it had been brought to the attention of Nationwide that the new service from AA didn't match exactly that as the previous provider, the item in discussion was the length of MH had changed under the cover, some kind person took this directly to Nationwide and Nationwide confirmed they would sort this with the AA as they had contracted for a like for like service and not expecting any change to service provided. I would speak to Nationwide on this and if you do need further information, I can search FB to see if I can find the thread i am talking about

 

[Ian Bosman]

Last Wed 8th June I posted that we had had an accident on a scooter in France and that our insurance didn’t cover repatriating the MH back to the UK.
Now back home I have had chance to investigate further.

Our MH accident Insurance is with Advance but because we dont have Breakdown cover also with them they understandably dont cover repatriation of the vehicle in my circumstances.
Our Breakdown cover is with Nationwide as part of having Flex Plus account.
And up to March this year cover was provided by Brittania who definately did offer repatriation of MH if the main driver was unable to continue due to accident or illness.
However on the 1st March 2022 the AA took over after winning the tender process with a new set of terms that DONT include repatriation. I only found this out yesterday and dont recall Nationwide flagging this up.
So for anyone using their Nationwide Flex Plus acc to cover Euro breakdowns etc here is a salutary lesson and something to bear in mind.

One reason why i use CAMC Red Pennant cover which does cover repatriation. Never had to use it but you never know!

 

[Ian Bosman]

Last Wed 8th June I posted that we had had an accident on a scooter in France and that our insurance didn’t cover repatriating the MH back to the UK.
Now back home I have had chance to investigate further.

Our MH accident Insurance is with Advance but because we dont have Breakdown cover also with them they understandably dont cover repatriation of the vehicle in my circumstances.
Our Breakdown cover is with Nationwide as part of having Flex Plus account.
And up to March this year cover was provided by Brittania who definately did offer repatriation of MH if the main driver was unable to continue due to accident or illness.
However on the 1st March 2022 the AA took over after winning the tender process with a new set of terms that DONT include repatriation. I only found this out yesterday and dont recall Nationwide flagging this up.
So for anyone using their Nationwide Flex Plus acc to cover Euro breakdowns etc here is a salutary lesson and something to bear in mind.

A further thought is that Nationwide Breakdown cover is meant for UK based breakdowns so do remember to cover European ventures

 

[The Happy Hooker]

A further thought is that Nationwide Breakdown cover is meant for UK based breakdowns so do remember to cover European ventures

The Nationwide Ts&Cs include a section for European Breakdown so the cover is not just UK based.

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[ChrisL]

Can't do that with a 6m motorhome?

Comfort's breakdown people put my 8.3 mtr x 3.3 mtr high motorhome on the back of a flatbed truck, the driver did measure the height before recovering me to make sure we'd get under the motorway bridges though.

 

[Platelet]

I have written to Nationwide to seek a definitive answer as follows.

Dear Mt Broome,

I have had the Nationwide Flex Plus bank account for some years now having decided it was the account for me because of the travel and breakdown insurance benefits. These were particularly attractive to me as I travel in my motorhome with my wife, who does not drive, throughout the UK and Europe and as I am the only driver I was comforted to know that should I be incapacitated through illness or injury my motorhome could be returned to my home address through the Nationwide policies.

Since the AA has become the provider of these services the provision for recovery of the vehicle in those circumstances have been removed from the Nationwide document and replaced by rather different wording, as below, which appears to state that should an unfortunate illness or injury occur which means I cannot drive I would be at the mercy of a call handler who may or may not decide to arrange assistance with recovery off my motorhome at their absolute discretion.

This is very important provision for myself and my fellow motorhomers and I would ask that you make clear exactly what assistance as regards recovery in the above circumstances is offered. Naturally I and those I have discussed this with would prefer to keep our Nationwide Flex Plus accounts open, however we may have to review this depending on you reply.

I thank you in anticipation and will pass on you reply to those concerned.

Yours Sincerely,

Ian Johnson

'From the P400 Nationwide PDF ....
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."

This could be down to a play on words ie “national” v “international”. UK v EU?

 

[Platelet]

Comfort's breakdown people put my 8.3 mtr x 3.3 mtr high motorhome on the back of a flatbed truck, the driver did measure the height before recovering me to make sure we'd get under the motorway bridges though.

You were very luck with that as UK motorway bridges are 5.03m (16’6”). There used to be a motorway services (M1?) that had a tunnel/bridge exit from the lorry park that used to get hit quite regularly but I can’t remember which one it was.

 

[Orion]

This could be down to a play on words ie “national” v “international”. UK v EU?

‘National Recovery’ is a specific service provided by the AA for Nationwide and applies only to the U.K:

“Recovery to a single UK destination of your choice if the AA is unable to fix your car at the roadside following a breakdown. This means you can choose to be taken home, to your destination or anywhere else on the UK mainland, regardless of how far this may be.”

There is a separate section for European breakdown in the T&Cs which is administered by the AA and underwritten by Acromas Insurance Services Ltd.

With a qualifying vehicle there’s no issue for onward recovery should the driver become genuinely incapacitated within the U.K. However there are specific exclusions applied to the same situation within the European section, which were not there with Nationwide’s previous insurance providers. They have questions to answer as they have claimed equivalent cover has been provided, which is why some of us are querying it with them.

The T&Cs can be viewed HERE.

 

[ShiftZZ]

Nationwide need to be made aware that this forum has 55k members. And many hsve a flex account, and many are members of multiple forums. The members anger and disappointment could spread and really affect Nationwide.

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[iandsm]

‘National Recovery’ is a specific service provided by the AA for Nationwide and applies only to the U.K:

“Recovery to a single UK destination of your choice if the AA is unable to fix your car at the roadside following a breakdown. This means you can choose to be taken home, to your destination or anywhere else on the UK mainland, regardless of how far this may be.”

There is a separate section for European breakdown in the T&Cs which is administered by the AA and underwritten by Acromas Insurance Services Ltd.

With a qualifying vehicle there’s no issue for onward recovery should the driver become genuinely incapacitated within the U.K. However there are specific exclusions applied to the same situation within the European section, which were not there with Nationwide’s previous insurance providers. They have questions to answer as they have claimed equivalent cover has been provided, which is why some of us are querying it with them.

The T&Cs can be viewed HERE.

Yes, I agree, so have you asked them the question? Iv'e done my bit and have it confirmed as far as the UK is concerned.

 

[clanjones]

I have asked specific questions about European repatriation and am still awaiting a reply.

 

[The Happy Hooker]

I have asked specific questions about European repatriation and am still awaiting a reply.

Me too. Did you contact James Broome?

 

[clanjones]

The Happy Hooker I sent an email to Julie O'Brien and she has replied with a holding email saying it has been escalated to the products team.

In my reply thanking her I pointed out that there were a lot of motorhomers who were very interested in the outcome. I also said in the past the same motorhomers had been advocates of the flexplus account because of the benefits package.

I will post back once I have a definitive answer.

 

[The Happy Hooker]

The Happy Hooker I sent an email to Julie O'Brien and she has replied with a holding email saying it has been escalated to the products team.

In my reply thanking her I pointed out that there were a lot of motorhomers who were very interested in the outcome. I also said in the past the same motorhomers had been advocates of the flexplus account because of the benefits package.

I will post back once I have a definitive answer.

That's great. We are approaching them from different angles. I'll post my reply too once I have it.

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[Orion]

Yes, I agree, so have you asked them the question? Iv'e done my bit and have it confirmed as far as the UK is concerned.

Yes, of course. Although as I’m not a long-standing account holder, having recently completed a switch from another bank, my enquiry is angled slightly differently but still quoting the previous breakdown policy details and requesting clarification. I’m awaiting a reply.

 

[The Happy Hooker]

As promised, here is my reply from Nationwide. It seems a little vague to me, but I'd be interested in your views before I reply.

Hello Mrs Shipley

Thank you for your message addressed to James Broom Head of Current Account & Credit Card, regarding the AA breakdown cover provided as part of our FlexPlus current account. In view of your comments, James has asked me to investigate your concerns and respond to you directly, in my capacity of Member Relations Executive.

In regard to customers in Europe who find themselves in medical difficulties or unable to drive their vehicle (motorhome or not) the AA have confirmed they would take the following steps -

1) Look to collect sufficient information from the customer in order for the request to be escalated.

2) AA would then, where appropriate, ask for medical evidence of the illness or injury.

3) If that is provided, AA would approve the request and support the customer.

The wording in the T&Cs references ‘at the AA’s discretion’ which perhaps is not as clear as it could be, so they will work to improve this wording further at the next product review.

I hope this reassures you and apologies for any confusion. If you have any further questions please let me know.

Kind regards

Joanne Paterson | Member Relations Executive | Member Service

 

[John Barrett]

As stated earlier, I supplied the medical evidence and the outfit is being collected at 0800 tomorrow!
Hopefully...
John
Ps. The dogs are being taken home at our expense. Now the subject of an official complaint.

 

[Orion]

As promised, here is my reply from Nationwide. It seems a little vague to me, but I'd be interested in your views before I reply.

Hello Mrs Shipley

Thank you for your message addressed to James Broom Head of Current Account & Credit Card, regarding the AA breakdown cover provided as part of our FlexPlus current account. In view of your comments, James has asked me to investigate your concerns and respond to you directly, in my capacity of Member Relations Executive.

In regard to customers in Europe who find themselves in medical difficulties or unable to drive their vehicle (motorhome or not) the AA have confirmed they would take the following steps -

1) Look to collect sufficient information from the customer in order for the request to be escalated.

2) AA would then, where appropriate, ask for medical evidence of the illness or injury.

3) If that is provided, AA would approve the request and support the customer.

The wording in the T&Cs references ‘at the AA’s discretion’ which perhaps is not as clear as it could be, so they will work to improve this wording further at the next product review.

I hope this reassures you and apologies for any confusion. If you have any further questions please let me know.

Kind regards

Joanne Paterson | Member Relations Executive | Member Service

Excellent work, thanks for posting.

I agree that they’re still a bit vague on the subject, and that they need to be more specific and address and include under the European section of the T&Cs a ‘non-breakdown’ recovery situation to cover the incapacitated driver scenario - as discussed here. It’s in the U.K. section, so why not?

 

[The Happy Hooker]

Excellent work, thanks for posting.

I agree that they’re still a bit vague on the subject, and that they need to be more specific and address and include under the European section of the T&Cs a ‘non-breakdown’ recovery situation to cover the incapacitated driver scenario - as discussed here. It’s in the U.K. section, so why not?

I'll highlight that in my reply, thanks.

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[The Happy Hooker]

As stated earlier, I supplied the medical evidence and the outfit is being collected at 0800 tomorrow!
Hopefully...
John
Ps. The dogs are being taken home at our expense. Now the subject of an official complaint.

I hope all goes well for the van, you and the dogs.

 

[clanjones]

The Happy Hooker essentially the same reply as I got.

I'll post later but about to reply.

 

[Carpmart]

Comfort's breakdown people put my 8.3 mtr x 3.3 mtr high motorhome on the back of a flatbed truck, the driver did measure the height before recovering me to make sure we'd get under the motorway bridges though.

Same for me, although I’m a tad longer and a smidge higher.

 

[Orion]

Same for me, although I’m a tad longer and a smidge higher.

View attachment 630929View attachment 630930

Amazing what can be fitted on there when the recovery driver doesn’t want to tow as well!

PS. Luckily the box was sans dobbins at the time!

 

[StitchUp]

Wonder if anyone has created a template letter that we could copy and send to Mr Joe Garner with all the salient points included? If so, I'd definitely use it.

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