You have just purchased an insurance policy, and saved 15 percent in fourteen minutes, twenty seconds. A new record beating the one previously held by a neanderthal. You leave the office and you feel great. Especially in current economic times, that 15 percent savings can be used to put gas in the tank of your late-model vehicle. After leaving the insurance agency, you enter the highway on your feel good ride home. Life is good, and your favorite tunes are blaring over your speakers. The sun is shining and you have more money in your pocket. And whack! A big stone just kicked up by the semi in front of you puts a crack in your windshield.
No problem. Your day is not totally ruined. You might be a little inconvenienced, but no worry. You have your new insurance policy and replacing the windshield is sure to be hassle free. After all, your new insurance company is known for its customer service. Pulling in the driveway, you decide to get your insurance card out of the glove box and call your new company to make the claim. You call the toll-free number on the back of the card and follow the instructions. After providing all of the claim information to the representative on the other end of the phone, you continue to advise the CSR that you want to take your car to Joe’s Auto Glass. Joe is the guy that you know that you can rely on to replace your windshield and do it right the first time.
Uh-oh, a snag. The CSR informs you that Joe’s Auto Glass is not on their “approved” list of auto glass repairers. “Joe’s isn’t what? Are you kidding me? You mean I cannot take my car to Joe? What’s with that?”
“Well, Joe doesn’t accept our rates and Joe doesn’t offer a lifetime warranty. However, I can refer you to a shop where I can assure you that the technicians do not abuse alcohol or illegal drugs. That’s right, we drug-test all of our technicians. And our shops do it for free, that’s right free!” says the CSR.
But I know I can rely on Joe. He’s been serving our community since 1945 and I have never heard of any problems with his work. He is an outstanding member of the Better Business Bureau.
I say, “No, that’s okay, I still would like to take my car to Joe. He’s the guy I want to do the work.”
The CSR replies, “You know if you do, there is a good chance that you will incur some out-of-pocket expenses?”
What? I do not believe that is what I purchased. I did not purchase “partial” insurance. You mean now I need gap insurance? I thought when I bought this policy, my car would be restored to pre-loss condition. That it would be just like it was before the stone hit the windshield. I guess I was duped. The sales rep never told me that there could be restrictions when I go to make a claim. So much for saving 15 percent. I guess it is a buyer-beware situation.
This scenario plays out everyday in every state, every city and every town. Just what are consumers buying when they purchase an automobile insurance policy? I have always known automobile insurance policies to be indemnification policies. According to Webster, to indemnify means to “secure against hurt, loss or damage.” How about diminished value? If the quality of the glass or service is based purely on price, is a policyholder assured that the vehicle is restored to pre-loss condition? I do not think so. Do you?
No comments:
Post a Comment