Travel insurance, when riding a motorcycle

[Ex-Call Centre Chimp]

Puffin Insurance have always been my go to as they've always been happy to confirm that I am covered to ride my own motorcycle as long as I starting and finishing each trip in the UK.
I rang them this morning and was told, however, that is not the case and never has been.
When I queried this she insisted that she was right and that I would be covered to ride my motorcycle to and from a holiday destination and maybe for a few days out on the motorcycle while I was there but that I would definitely not be covered to go on a motorcycle touring holiday where I would be riding the motorcycle every day that I was away. I explained that this was contrary to the information I had always been given previously and indeed had been confirmed before buying travel insurance from Puffin but she was adamant that everyone else had been wrong and that she was right. I asked to speak to someone higher to clarify things but she told me that they would only say the same thing before cold transferring me to the claims team where I spoke to an advisor who didn't even understand the question.
I've sent an e-mither to their customer service team and asked them to clarify things.

Stand easy Puffin users.
I've had a response from Puffin's Customer Service team:-

"Thank you for your email

After investigations into the call I can confirm that unfortunately there has been some confusion in regards to what we can offer you. I believe the agent has gotten confused regarding the wording where it states in our activities pack " that your chosen activity is not the sole purpose of your trip".

That being said I have discussed the query with our AXA relationship manager and they have confirmed we would be able to offer you cover but please advise you would need the appropriate motor insurance to cover you abroad and I would also suggest motor breakdown cover as these would not be covered on the Travel policy.

I would also like to sincerely apologies for the information that has been provided and the service you have received so far, to rectify this please could provide us with the best contact number and time to arrange a call back, we will arrange this call back to save you needing to call us in, as soon as we receive the details we immediately facilitate this.

Kind regards
Jack".

That clarifies things and confirms what Wapping and others have always said, be cautious of Call Centre Chimp information that sounds suspect.

A swift and clear response from Puffin which is in line with how I have always found their customer service prior to yesterday's blip.

 

[wessie]

As ever, read the policy document before purchase. This is your contract not what some Call Centre Chimp perceives due to poor training or an inability to comprehend written English. I have used the Axa policy in the past from more than one broker and it has always been clear it covers my needs for motorcycle touring, whether riding my bike from home, hiring a bike abroad or taking one in the back of a Gin Palace.

 

[Wapping]

be cautious of Call Centre Chimp information

There is sometimes a chimp at both ends of the phone line

 

[Ex-Call Centre Chimp]

Sadly Chimp on Chimp action isn't always a good thing..

Edinburgh Zoo chimp dies after suffering severe injuries in fight

Staff tried to intervene to separate the primates but they were unable to save 31-year-old Rene.

www.bbc.co.uk

 

[Pukmeister]

I've also been insured each year with Puffin, you had me worried there for a moment.

Amazing how policies can be misinterpreted even by their own employees, surely the policy document wording could be written better to prevent them becoming "open to interpretation" ?

 

[wessie]

I've also been insured each year with Puffin, you had me worried there for a moment.

Amazing how policies can be misinterpreted even by their own employees, surely the policy document wording could be written better to prevent them becoming "open to interpretation" ?

I think it is written fine. The problem comes when someone does a word search in a document and finds an exclusion. They then apply that exclusion to the whole policy without realising it only applies to that specific section. In this case the confusion was applying the "activity" element to general travel. The other one we often get is where people see the exclusion relating to personal injury and apply it to the whole policy, when their own motorcycle policy covers this.
Taking a phrase out of context is part of the human condition and the basis of many spats on this forum!

 

[Ex-Call Centre Chimp]

I've also been insured each year with Puffin, you had me worried there for a moment.

Amazing how policies can be misinterpreted even by their own employees, surely the policy document wording could be written better to prevent them becoming "open to interpretation" ?

Indeed. I knew a few of us used Puffin which is why I thought I'd post it when I got told we weren't covered. That's also why I posted the answer as soon as I got it. Apologies for any alarm