We have an Eagle Star Gold Policy. “We are confident that by offering this service, you can have peace of mind that all repairs will be completed quickly and professionally.” Their claim, not mine.
In May 2003, my husband was unfortunate enough to be involved in a car accident. The front ... Read review
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Advantages: Cheap Insurance Disadvantages: Too many companies involved when you want to make a claim
We have an Eagle Star Gold Policy. “We are confident that by offering this service, you can have peace of mind that all repairs will be completed quickly and professionally.” Their claim, not mine.
In May 2003, my husband was unfortunate enough to be involved in a car accident. The front end of the car was a write off. The car at the time (a BMW 323i) was worth about £3000.
“We promise all work will be carried out to ... ...Having contacted my insurance company, Eagle Star, they were very helpful, and the next day, my car was collected by a company called Collision Care in Corby, Northants. They were an approved repairer of Eagle Star.
I think that I need to make it clear that Eagle Star do not deal with claims themselves, but pass them to a company called “Motorcare Services Ltd” to deal with.
“Our repairers will liaise direct with our ... more
We have an Eagle Star Gold Policy. “We are confident that by offering this service, you can have peace of mind that all repairs will be completed quickly and professionally.” Their claim, not mine.
In May 2003, my husband was unfortunate enough to be involved in a car accident. The front end of the car was a write off. The car at the time (a BMW 323i) was worth about £3000.
“We promise all work will be carried out to the highest standards, enabling all Eagle Star repairers to provide an extended warranty of three years on all paint and body repairs.” Sounds good?
Having contacted my insurance company, Eagle Star, they were very helpful, and the next day, my car was collected by a company called Collision Care in Corby, Northants. They were an approved repairer of Eagle Star.
I think that I need to make it clear that Eagle Star do not deal with claims themselves, but pass them to a company called “Motorcare Services Ltd” to deal with.
“Our repairers will liaise direct with our in-house motor engineers to ensure that your car is inspected quickly to enable the repairs to be started immediately, without the need for you to spend precious time obtaining estimates.”
A company called Northern Assessors sent an Engineer to look at the car (Yes, that’s right, not in house at all!), and value the damage. The cost of repair was about £3000. Did they write off the car? NO. It took over a week to decide what they were going to do with the car, but eventually, they decided to repair it. After all, the Assessor valued the car at £4000. A car which is on an N plate, and has done over 130,000, worth £4000, who are you kidding!
So, now we’ve got 4 companies involved – Eagle Star, Collision Care, Northern Assessors and Motor Care. Hmm. Can’t you see communication getting difficult?
We borrowed a courtesy car, which was the pits. A Rover 25 was offered. Now, if you have a Rover, please don’t take offence. It just was uncomfortable after driving the 3 hours to work, and 3 hours back, but nevertheless, we at least had a car.
When the work had been completed, we picked up the car. This is where the problems start.
1. Bonnet is bent 2. Bonnet not on straight 3. Wing not on straight 4. Trim under air intake is second hand – this had been snapped in half with the impact. 5. Lights not fitted straight. 6. Trim under driver’s door hanging off – they’d stuck it on with mastic instead of clips. 7. Bonnet liner not fitted – clips missing 8. Belly pan missing from under engine 9. orange peel effect paintwork 10. Badly fitted windscreen
And other defects too numerous to mention.
Having spoken to Collision Care, and getting a really rude attitude, I phoned Motor Care, who told me to phone the Assessors. They passed us back to Motor Care.
17 phone calls later, we were asked to take it back to Collision Care to give them the opportunity to correct it.
On collecting the car, there were still several problems. They had stuck the trim down again with mastic, the bonnet and wings still did not fit. They had put filler in my new bonnet (bearing in mind we are guaranteed new parts). There was a windscreen crack 12” long caused by badly fitted hinges. It went back one last time, and still no joy.
After several more phone calls to complain, we were offered the chance to take the car to a specialist of our choice. This was their offer. We decided to take it to a BMW garage in Leicester called Sytner. It would have an invisible repair guarantee.
The Assessor, however, had a different idea. Because Sytners sub contract the work to GMW, the Assessor decided to take it there directly. Consequently, there was no “discount” which Sytners would have got, and now there is no guarantee on repairs. Sytner had stated that the car needed a new bonnet. Taking it directly meant no new bonnet, and the repair bill was more than Sytners quote! But Eagle Star guarantee the repairs don’t they? NO again. If you take it to a repairer of your choice, they don’t guarantee the repairs.
They don’t tell you this when they offer it to you. It does state this in the Policy, but I interpreted this to mean if I took the car to a repairer of my choice, without giving their approved repairers a chance, it wouldn’t be covered. If you give them a chance, and they mess it up, then give you the option, surely this should be covered. It is all down to interpretation of the policy.
12 months on, and the bonnet vibrates at 70mph. The belly pan fell off the car on a dual carriageway at 70mph – GMW didn’t touch this. This is not covered under their guarantee as we took the car to another repairer afterwards, even though they didn’t touch that part of the car. I have problems with occasional loss of power steering, the loss of the speedometer intermittently, and a loud ticking noise from the engine. The garage who service my car could have charged me to repair this, but say they believe it to be a cause of the accident. The catalytic converter has also disintegrated, which they also believe is due to the impact. Eagle Star don't believe so.
I telephoned to make a complaint today to Eagle Star, but, conveniently, their managers were all in a meeting until 3pm. When I called them back at 4pm, I got through to a lovely Manager called Marilyn. They have arranged for my car to go to Sytners to be re-assessed.
I guess you could say that I am writing this opinion in anger, but my anger with them hasn’t waned over the last 10 months. This saga is ongoing.
I would not recommend Eagle Star. I have been a customer of theirs for 16 years, and this is the second time I have made a claim, and neither time was I the driver. The policy looks excellent until you need to make a claim. This is the last time that I will insure my car with them. I would rather pay an extra £100 per year for peace of mind, and I will be very careful to check out reviews on an insurance company before insuring my car next time.
***The Next Step***
If I don’t get any joy this time, my next steps are detailed below.
From Eagle Stars web site, they state that you can write to the Chief Executive at:
Eagle Star The Grange Bishop's Cleeve Cheltenham Gloucestershire GL52 8XX
If you are still not happy with the way that they deal with your complaint, you can ask the Financial Ombudsman Service to review your case. Write to:
Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR Phone: 0845 080 1800 E-mail: enquiries@financial.ombudsman.org.uk
I will update this review when the case is finally closed.
Advantages: Quick to take your money Disadvantages: Not so quick to pay out
After reading the opinions on Eagle Star from other CIAO members I realise that they must offer a decent service to their customers. I feel, however, that I must share my experience of being insured with the above mentioned company and my disappointment in the way my claim was handled.
The car that I was insuring was a 2.8i Capri, an E reg and probably one of the very last off the production line. This was a second car for me the type you only use ... ...my crime number I contacted Eagle Star, who promptly told me that I would have to wait three weeks to see if the car was recovered but they would put a claim form in the post anyway. After speaking to a friend I found out this was the normal procedure so I didn’t feel too disgruntled. I filled in the claim form and the three weeks came and went with no sign of the motor, I did however have the tax disk returned by the local constabulary as they had ...
DeanCox 05.02.2001
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Ciao members have rated this review on average: very helpful Review of Eagle Star Insurance Co Ltd
Advantages: Friendly staff, simple claim procedures. Disadvantages: Zurich merger made for a few administration errors
I have been an Eagle Star motor insurance customer for three years now, and the fact that I stayed with them for my second and third year of insurance I feel speaks volumes alone about the company.
Yes, in the time I have been with them they have merged with Zurich, and a few administration problems arose from that (to be discussed later); but when my renewal came up last November I had no reason to doubt that I would remain a customer.
Why, you ... ...Accident B occurred whilst under Eagle Star's insurance. The same situation, a difference of 5 and a half months to resolve.
From my own personal experience, I found that they can be exceptionally reasonable to young inexperienced drivers. That said, I do not drive an exceptionally desirable car, nor is it very powerful either. However, my insurance premium with them has been hard to beat.
Adding extra drivers to my policy has not been a problem. ...
indiegirl 15.05.2001 (16.05.2001)
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Ciao members have rated this review on average: very helpful Review of Eagle Star Insurance Co Ltd
...an accident I found that Eagle Star made life easy and dealt with all problems efficiently.
I have been driving for nearly 20 years and have changed insurance companies several times. I had full no claims and had never had an accident. I had been with Eagle Star for 4 years and had found them very easy to deal with. Their renewal premiums were always very good and few could match them. However,I was still a little unsure about how they would deal ... ...what to do so phoned Eagle Star who immediately helped me. They arranged for a garage to rescue the vehicle and this arrived within 2 hours of the accident, despite me being far away from the nearest town.
The following day, they arranged for the vehicle to be inspected and notified me within 36 hours of the accident. A loan vehicle was delivered to my house as soon as the vehicle was declared a write off. I was alowed to keep the loan vehicle for ...
WFCfan 17.06.2001
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Ciao members have rated this review on average: very helpful Review of Eagle Star Insurance Co Ltd
Advantages: nothing Disadvantages: won't issue a temporary cover note
...and getting a few quotes, Eagle Star came up with the lowest (just over £300). The service and package seemed to be ok and so I signed up there and then. Its now September and I've had no problems with them at all - until NOW!!!!!!
Basically I was hiring a Discovery for the weekend, the gentleman at the garage had given me all the prices and informed me to ring my insurance and get a Temporary Cover Note for the replacement vehicle. Upon calling ... ...£10. Thinking that maybe Eagle Star had not understood fully my requirements I called them again - explained in simpler form - but got the same answer!!!! Apparently its not normal practise for them to carry out such a request - they will infact insure you for the hire vehicle for the day - but only as an additional vehicle - not as a substitute vehicle.
I asked why would other insurers be prepared to do this and they wouldn't - I got the same reply ...
SecretFormula 24.09.2001
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Ciao members have rated this review on average: very helpful Review of Eagle Star Insurance Co Ltd
...make a claim. I chose Eagle Star.
My initial contacts with Eagle Star went well, although I found them on the expensive side.
They offered a first call discount, valid for short period. This did not impress me as they should just quote a low price to start with.
You can join online at a discount, but I found it to be no cheaper than the discount I was offered over the telephone.
I felt that the customer service staff are in need of some additional ... ...were very helpful indeed.
Eagle Star allows monthly payments, but at an unnecessary charge of 8%.
They do not offer extra discount for drivers who have passed an advanced driving test. However, they currently offer a discount for new drivers who have passed their Pass + exam, I believe this equates to one years no claims discount.
The Gold policy provides a courtesy car for the duration of repairs providing you use their authorised repair centres. ...
HolyMoley 15.10.2003
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Ciao members have rated this review on average: very helpful Review of Eagle Star Insurance Co Ltd
Competitiveness of APR
Comprehensiveness of ra...
Product package
Efficiency of service
Value for money
Online - Content/organi...
Online - Reliability/sp...
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