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Protecta, I am sure the thieves are taking excellent care of my helmet and gloves. A Protecta policy joke at my own expense during a time of… violation and stress. An encouragement written in policy to go knock doors down till I found the thieves my motorcycle, gloves and helmet myself to prove my topbox has been smashed in and gear damaged. They Protect would pay out then - as informed by the insurance consultant.
Staff professional and polite, even when asking you not to go look for the thieves/helmet and gloves to get my front teeth knocked in.
Insurance companies that cover your helmet and gear when stolen and you don't have to 'prove' damage: Swann insurance, YOUI, NAC insurance, and even the AA (helmet)!
Have been excellent previously when in an accident and other party at fault.
Warning - black humour: Final laugh will be mine however, as I am more likely now for Protecta to have to pay out for their Death Benefit (as I now have to wait/budget and save to replace my higher standard helmet)!
They are good for mechanical warranties, but absolute con-artists when it comes to accident insurance.
Worst experience from such an appalling bunch of customer service people! Tell your friends, as I know I will be, to never consider dealing with this lot!!!
Ombudsmen here we come.
"Early on with my claim, one of the customer service advisers I had the misfortune to come across had an attitude of a cold call recipient, he acted annoyed at me, making me feel like I had done something wrong and it was this phone call that I had asked why I have had no… communication and why it was taking so long to which I was abruptly put on hold to then be told 30 seconds later that my claim had been denied and that there is not a complaints procedure to go through (as I had asked for one), um what? you have no complaints procedure? and suddenly my claim had been denied even though 30 seconds ago it was still being reviewed?.right.
One of the reasons for having my claim denied was 'Driving through neglect', now I only drive to and from work and in the weekends, but how would they know? has someone been following me around for the past year that I've had this 'insurance' and watching me 'do burn outs' and 'race people at the light's'?. This was probably the worst thing to hear as they've just assumed and made up a lie.
Ultimately, my claim was denied because of rust, something which they do not cover, but also something which a year of servicing was unable to pick up due to the location (by the head gasket), so suddenly I am meant to be better than the professionals at picking this up and i should have had it replaced (this lead to a blown head gasket). My car is 13 years old and this part has gradually rusted over time, but Protecta were happy to give me insurance on a 203,000km car, no questions asked after I was sold this insurance on good faith that 'anything major wrong it will be covered, that is the beauty of this insurance'.
Upon appeal of the decision Protecta's website claim to back to you 'within 3 working days' however two weeks later it is me chasing them up. I am then told (after ringing them) that is has been received and is being reviewed, ok cool, now we're getting somewhere... 2 weeks pass, oh still nothing once again. Finally I track down and find an email address for someone much more senior in the company who to his credit does put my case to the front of the line for but the process now starts again (so were they just lying that my appeal was being looked into?). 'It is possible that we did not recieve your appeals email', umm well then why was I told on the phone it had been recieved and was in review, completely two different stories.
Closing thoughts
* Left without a car for well over two months due to incompetence.
* I can only fathom what goes on behind closed doors, are the staff trained to talk to customers? yes we are customers, we've purchased something off of you, so maybe show a little bit of customer service.
*Protecta's website may give you an insight into the level of quality you will receive.
* The appeals process has been comical, no one knows what is going on, I think I gave my email address 6 times.
* I felt like I was in the wrong trying to get answers to my claim.
* I encourage you to really do some in-depth research on the car and insurance you're taking out, rust is a big problem to make sure you ask questions as I basically have just given Protecta $1k for no reason.
* I was sold insurance on good faith (without being able to read the terms and conditions) that if any major mechanical problem was to happen, it would be covered. Lie. Please think twice before taking out insurance, especially Protecta. Why were Protecta willing to sell me insurance on such a high mileage car when there is a high chance something may happen.
Conclusion:
* I will never use Protecta again
* If you reply to this saying 'we are sorry to hear you have had a bad experience', I will not believe you.
* They have certain words in their agreement to get them out of anything. pointless.
* Please donate my $950 to a charity of your choosing.
I understand that with all insurance policies, there are always conditions, but fortunately our few claims… have always met the policy requirements.
My experience of Protecta is a good company with good policies and people you can talk to.
Keep up the good work
Darren
"They have two out clauses in their contract.
f) Any Mechanical Breakdown that is the subject of a recall by the vehicle manufacturer or to any repairs covered by any other insurance, warranty or guarantee or to any costs arising from the rectifying of any failure of,or defect or fault in, the design or specification of any component.
i) Any costs arising from contamination of any water, oil, fuel, fluid, or air system by any… external influence or arising from corrosion, rust or deterioration.
They will use words in the contract to claim they are not liable regardless of the obvious intent of the clauses.
In my case a Seal failed in the engine which caused water to leak onto the road and cost nearly $7000 dollars to fix as the engine had to be completely dismantled to replace it.
They said they didn\'t need to fix it as the seal must have been faulty and from clause f) \"or defect or fault in\" if it failed it must be faulty so we are not paying.
They also said it had slowly corroded over 10 years then failed suddenly.
Clause i) says in it \"or arising from corrosion\" so they won\'t pay.
Even though there was in my case NO \"contamination of any water, oil, fuel, fluid, or air system\" by any means.
Simply because in the sentence it says \"deterioration\" and \"corrosion\".
What part that fails is not either Faulty, or suffered from some sort of deterioration or corrosion.
Even though I was sold a contract that in their \"Summary of cover\" (which was the only document they gave me until the failure) says that \"The “Major Features (of this contract) are that there is “No Hidden Surprises” , There is no “No wear and tear” clause, There is no “NO Betterment” clause and that the repairer is paid not by myself but “The repairer is paid directly by us” and it Clearly shows that “Cooling system” “Seals/Gaskets” are covered and that “in fact, under “Engine” “all parts bolted within the engine including the Engine Block and Cylinder Head Assembly!” are covered.
RUBBISH, DON\'T BE TAKEN IN BY THESE THIEVES >
The part that failed on my car was a seal that was part of the coolant system and was bolted within the engine. It was a major mechanical failure but according to Protecta is not covered.
Do NOT go through their complaints procedure its a complete waste of time. This failed on my car in December and its now nearly 6 months later and they still say no as they did before the BMW engineers even started work.
The splines of the driveshaft in my Peugeot somehow wore through. The Peugeot specialist that I take my car to said he\'d never seen such a thing happen. He got a driveshaft specialist to look at it and the guy said he\'d only ever seen it happen once before to a 1980s Toyota.
Well, you know what happened next Protecta did their very best to not pay. I was… gobsmacked! No matter what I said or did, they refused to budge. They reckoned it was pre-existing, even though I\'d had the vehicle thoroughly checked before I bought it.
Other companies have a fair wear and tear clause so if I\'d gone with one of them, I would have been sorted.
And Protecta succeeded in not paying. It cost me over $4000 to get it fixed. The same damage happened six months later. The car has been deemed too uneconomical to repair so I had to sell it as is. I didn\'t even bother making another claim with Protecta, not after my first experience. So there I am, barely a year after buying my car having to sell it. I can\'t even get the balance of my three-year policy back.
I wish, I wish, I wish I\'d read some of the comments in other blogs about Protecta before I spent all that money on a pointless piece of paper. They\'ve been criticized in other forums about their distaste of paying.
Even writing this has left an awful taste in my mouth. I have to go to the bathroom and spit.
Take my advice and shop around. Get some feedback from people who have actually had things paid for and go with those companies.
Phone number
0800776832
Physical address
110 Symond Street,
Auckland Central,
1010
Categories we service
Insurance Brokers
Areas we service
West Coast Region, Wellington Region, Wanganui Region, Wairarapa Region, Waikato & King Country Region, Thames/Coromandel Region, Taranaki Region, Southland Region, Otago Region, Northland Region, Nelson & Bays Region, Nationwide, Marlborough Region, Manawatu Region, Hawkes Bay Region, Gisborne Region, Canterbury Region, Bay of Plenty Region, Auckland Region
Protecta, your insurance, said I contributed to the accident, even though I had the right of way, and the accident happened outside the merging lane.… 🚦
"I had a car cam, and the videos are all over the Internet. Just search for my name and Protecta, and you'll find it shocking that this company doesn't care about their customers. I have been with them for over three years. 😔📹
Please note that it's important to resolve conflicts calmly and professionally, even when expressing dissatisfaction.
they want me to pay the $500 excress, police said they couldn't dem who was at fault, however protector to save their money has decided to make up a story. however the police have found the person responsible for the crime so hopefully that will washout but the pain and anguish I head with this insurance company was shocking.
Communication: 0% | Quality: 0% | Reliability: 0% | Value: 0%
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