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Been back to Mr Boult on Saturday to sort out his oven, no problem, easy job. Whilst there, he produced a wodge of paperwork from the job I did for him about 3 months ago – big complex repair on the washer and some stuff on the dishwasher (both Zanussi). At the time, I gave him a handwritten invoice as it was a private (ie – Pay up now!) job, listing a total for parts, and a total for labour.
Anyway, the Misses finds out that she’s insured through D & G, so claims on the policy. They’ve rejected her claim because my invoice doesn’t list part numbers or individual part costs! She’s ask me to break it down and give her a nice printed invoice, which I’ll do as they are a nice profitable private customer – but really! Surely it’s a private claim rather than a WP job?
Are they just prevaricating or is this their standard practice?
Bit confused and disappointed,
Chris.
Re: Customer trying to claim on insurance.
Pretty much standard practise P, any insurer will look for that to ensure that they are not paying for the same thing twice and stuff like that. Also means that they have a record of what has been done so they don’t pay a claim for the same failure again.
I kinda see thier point and in their position we’d all likely do likewise.
K.
Re: Customer trying to claim on insurance.
The customer is actualy pretty lucky that the insurer will pay up at all as they have not gone through their correct claims proceedure which would have directed the job to the D&G agent/manufacturer or whoever in the first place. This will probably be pointed out to the customer on this occasion and your nice profitable customer may be forced to go elsewhere in the future. …and have to put up with crap service from the manufacturer and then realise how good you are Chris and will rather pay you and loose out just to get something done quickly.
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