Based on authentic user experiences
Chris Went
6731 reviews
N/A
11 months ago
The company that Defend their bank account
I have been fighting Defend since the 16th of May 2024 Today the 12th July 2024 I received I final response email from Defend to say their decision to decline my claim will be upheld On 6th of May 2024 my Thermostat cracked resulting in coolant leaking from the engine I pulled over to a safe area where I called the AA they assisted me to get my vehicle home as it was a bank holiday all the garages was closed The vehicle wouldn t start and I was able to get my Nissan Quashqai to a Nissan garage a week later on the 16th May 2024 it was transported there on a recovery truck as it wouldn t start Later that day I was contacted by the garage to say the thermostat failure had caused the engine to overheat and the engine would need replacement All my services and maintenance has been complete through a Nissan approved garage so I expected Defend insurance to cover the cost unfortunately this was not the case Apparently as per policy as I kept getting quoted this did not cover damage from overheating or negligence I sent many emails to defend stating what I had been told by a Nissan garage that the Thermostat had failed coolant poured from the engine at a high rate causing the engine to overheat Nobody seemed to understand this they appeared to be so dismissive of the claim rather than read the comments from the engineers It got to a point where Nissan were about to start charging me for holding my vehicle onsite and I was given the ultimatum to finance the repair myself which was just short of 9000 or arrange collection and settle the account of 160 for diagnostics As there was over 12000 outstanding on finance I had little choice but to get a loan to cover the repair Just as I had paid a deposit and parts had arrived on site Defend insurance finally decided to send a Third party engineer to the garage to inspect my vehicle 17 days after declining the repair despite scores of emails asking to reconsider When news of this came work was halted and it was requested that a Claim handler from defend called the garage immediately Instruction was given by a defend claim handler to take photographs and to keep the components for the third party engineer to inspect The Claim handler failed to speak to the Third Party engineer before giving this instruction when the engineer contacted The Nissan garage he refused to attend as this was the incorrect instruction My advice to Defend is to use one claim handler when dealing with claims to respond in a timely manner If a claim is declined then get a third party engineer to the site within 48 hours not 17 days Speak to third party engineers before giving instructions to garages Thoroughly read and understand reasons for breakdowns don t be dismissive if unsure seek support from a trained engineer If Motorpoint or any other Car dealership offer you a policy with defend insurance ask them for an alternative This company really needs overhauling and their response times to communications are poor and they are dismissive to claims over a certain threshold They do not offer peace of mind I am saddled with 9000 worth of debt for the next 4 years and 11 months Avoid
Robert Douglass
6731 reviews
N/A
11 months ago
my cars been in the garage for nearly 2
my cars been in the garage for nearly 2 weeks they have said it is a claim that will be paid but there dragging there feet pushing back at the garage asking for proof of servicing which they have now there saying its in the wrong format in the mean time we are stuck with no car they will only provide a hire car after the claim is honoured but only if the job takes longer than 8 hours which it wont if you buy a car from motorpoint ask what company the warranty is with if its defend walk away
Kyle Hooley
6731 reviews
N/A
11 months ago
Horrendous company
Horrendous company Paid for a diagnostic test got told what was wrong The garage did extra checks to find out it needs new engine Warrenty won t pay for it until I fork out again for another diagnostic test so they have visuals of the components damaged But been told told it s going to cost 1 000 pound to check as they have to rip everything out Been without my car for 3 4 months now Even got that bad the finance company are looking at paying for it to get the car back on the road Avoid at all costs
Geoff Greetham
6731 reviews
N/A
11 months ago
Scam
No reply to a claim Do not use this company it is a scam
Alberto
6731 reviews
N/A
11 months ago
Likely to be a scam
Likely to be a scam I submitted a claim more than two months ago but they never replied Reading through the other reviews it seems like this company is fake or a scam
Jason Reynolds
6731 reviews
N/A
11 months ago
This company provides extended warranty
This company provides extended warranty for Motorpoint They are not a UK based Company you can only contact them by email but do have uk numbers to which you get a recording to say you must email You must keep to the plan for services even if your claim is not service related and don t go away to deal with family problems Provided that my car falls within the service time but they stick to their terms and will cancel your plan end of No good will or offer any assistance towards your bill
Julie
6731 reviews
N/A
11 months ago
DO NOT USE this company for your
DO NOT USE this company for your Scratch Guard COVER an absolute JOKE I called them out to fix a MINOR scratch on a 23 plate Audi A1 3 attempts to match the colour failed miserably They will not refund my policy only pro-rata charge me a cancellation fee They have told me I can claim up to 250 through a body shop but I have to pay and get the money back this could end up costing me more plus I have to take the time to shop around and book it in I drive for my job I purchased this for convenience to be done at home My car is Grey nothing unusual either Cannot use the policy so a complete waste of time Also the company used to insure it is based in the Czech Republic not in the UK Their response which took the full 30 days was a waste of time as they just referred me to their T C s which is nicely covered for the above DO NOT USE EVER
Kerstin Garc a
6731 reviews
N/A
11 months ago
The worst
The worst No response no money
Guest
6731 reviews
N/A
11 months ago
Do not use this place I can t even call
Do not use this place I can t even call it a company absolutely disgusting think twice before motor point deal with them and I will not use them either
Celia
6731 reviews
N/A
11 months ago
Awful- don t use
Do not use this company I have been trying to claim car insurance since the 10th August I ve emailed called you can t speak to anyone they ask you to leave a message say they will get back to you in 3 days- I ve left 3 messages nothing Feeling very frustrated seem like they just take your money then dissappear