Very bad experience with The Unlimited/Auto Prestige

Sadly I have had terrible service from The Unlimited and their Auto Prestige policy.

If you are thinking of taking out a policy for the day to day dents and scratches, I would NOT recommend this company. I don't like complaining in the public domain, however in this situation I feel that people should know what they are getting themselves into.

In January 2019 I submitted a claim for two scratches on the bonnet of my car. In Feb 2019 I phoned to follow up and was informed that my claim has been rejected as the paint is “peeling” and is not covered by the policy.

The paint is not peeling, the edge of the bonnet was damaged and paint has been scratched off down to the metal in two places. This is legitimate damage not “wear & tear” or peeling paint which may be difficult to see in a photograph. I sent another email with clearer pictures of the damage and requested a written response. No response.

I have had to make several more calls, each time I was told that someone would come back to me within 48 working hours. No one did. I called again and was told that the claim would be re-assessed and I could take the car for a physical assessment. (During this call I was told that as I had called so often I would be sent two sim cards so that I could make free calls to the unlimited). I was to be contacted and given the name and address of the assessors – again absolutely NO RESPONSE!

I collected the sim cards – now I am laughing at myself for being such an idiot – the calls are only free once I buy airtime from The Unlimited!!!

No one has called/SMSd/left a voice message, no one has responded to my previous 8 emails.

I honoured my part of the contract, honestly and in good faith: Paid the agreed amount, on time, every month since joining in November 2018. Submitted the claim covering existing damage as set out in section 3.1.2.1 of the membership agreement. Provided 2 quotes (with photographs) from approved service providers in January 2019 as per 3.2.2c of the membership agreement .

The Unlimited/Auto Elite have failed honour their promises to: Repair Scratches on the outside of the car as per section 3.1.2.1 of the membership agreement. Get back to me within 48 working hours (as per section 3.2.2d of the membership agreement), over and over and over again for the past 4 months.

I don’t think that this is an isolated incident and I regret my decision to take out an Auto Elite policy, PLEASE, PLEASE DON’T MAKE THE SAME MISTAKE.