BMW to monitor Devitt (BMW Insurance)

[Tim Cullis]

I have received a reply from Adrian Roderick, General Manager of GB Motorrad to my letter of complaint about Devitt, quote

"Regarding BMW Motorrad Insurance I understand that Devitt, who operate the scheme on behalf of BMW have already responded to you. I have also obtained from them a full explanation of this incident. Having reviewed the incident, clearly the service that you received is not what a BMW Motorrad customer deserves."

"Devitt have assured me that this was an isolated incident. However my colleagues at BMW Financial Services (who have overall responsibility for the BMW Motorrad Insurance scheme) will be closely monitoring service levels over the coming months."

When I originally wrote to Mr Roderick I pointed him to these two threads...
http://www.ukgser.com/forums/showthread.php?s=&threadid=32540
http://www.ukgser.com/forums/showthread.php?s=&threadid=36479

... that clearly indicate the problems with Devitt were not 'isolated incidents.' If anyone has any outstanding problems with Devitt I suggest they contact BMW Financial Services, or write directly to Mr Roderick.

Tim

 

[Rich]

Good result. I hope BMW will take this seriously as they intimate they will.

I ahve alreday sent the notice of renewal form my previous insurer TWICE. Thankfully I didnt send the original...
I understand this is an old favourite of Devitt.

 

[Droopy Dick]

Devitt had been giving me the runaround for several months.

Claims not to have received documents - despite my having sent them recorded delivery.

Then letters saying phone them or they will cut off cover within 7 days. This I did to be told that it was their policy to make sure customers actually did contact them. I was horrified by this - what a way to treat a customer. Anyway, I MUCH prefer to comunicate by letter. Thatw ay I have a record of all goings-on.

I contact BMW Motorrad twice. Nothing much happened after the first intervention, but after the second, I got an e-mail from BMW and the same day an e-mail from Devitt which was full of excuses and blaming all the problems on my failure to understand what they wanted.

That being said, despite the fact that I sent the final cheque payment last Monday, a week ago, my policy documents have yet to appear on my doorstep.

 

[Droopy Dick]

Part of the Devitt e-mail

I append, below, the relevant part of the e-mail I received from a chap called Darrah at Devitt. What I find annoying is thet he STILL claims it was my mistake, and that I'd failed to send them details. Infact, I sent all the relvant details to SPC for onward forwarding to Devitt. SPC tell me that the package was forwarded with 7 days of their receiving it.

And as for the assertion that I had ony disclosed the name of the broker last month .. absolute bollocks!!! In the original package of details that I put togather, the renewal notice from Carole Nash was included along with Datatag and alarm certificates and completed proposal form. And they were sent in August 2004, SEVEN months ago!!!!!!!!
----------------------------------------------------------------------------

Dear Mr XXXXXXXXX

Your correspondence concerning your recent experiences of this company has been forwarded to me. I am sorry you have felt it necessary to complain about the service you have received from us. We do aim to provide a first class service and take complaints very seriously.

I have now had an opportunity to investigated this matter. I can see that despite several reminders it was some time before you provided us with details of the no claim bonus (NCB) entitlement you claimed in respect of the cover you effected last year for your BMW motorcycle. I would agree that once you identified to us the insurer or broker concerned we ought to have been able to obtain NCB confirmation over the telephone and if there was a
delay because we insisted upon written confirmation I apologise. The notes available to me from our system indicate that you only identified the broker to us last month but I accept you may have done so beforehand. I also apologise if you felt the tone or content of any of our letters, reminding you the information was outstanding, was inappropriate.

I look forward to hearing from you and if you wish to discuss any aspect of this matter please do not hesitate to contact me.

Yours sincerely

Graham Darrah

Graham Darrah
Customer Service Manager (Administration & Claims)
Devitt Insurance Services Limited
Tel: 01708 385661 (ext 5661) Fax: 0870 2412362
Email: [email protected]



___________________________________________________________________________

Devitt Insurance Services Limited. Registered in England No.2438974.
Registered office: Churchill Court, Westmoreland Road, Bromley, Kent BR1
1DP. Authorised and regulated by the Financial Services Authority. Member of
the Royal Bank of Scotland Group.

 

[Rich]

Well I sent a copy of renewal notice from Bennets, and details on the form of the policy number with Bennetts, and still got a letter asking again for the info. So they didnt pick up the phone for me either!