Reviewed Nov 2016
Following a claim for weather related damage while the yacht was moored in a NSW international marina, I was left unhappy for the following reasons.
1. Clearly my policy stated I would not be liable for the deductible (excess), yet they insisted I would have to pay this - it took a second round of discussions and delays before they agreed I would not have to pay.
2. My preferred repairers quote was not accepted, nor was the second quote I had provided. Pantaenius themselves sent over a repairer of their own choice, who's quote happened to be in excess of 30% lower than the supplied quotes by specialist repairers (in this case, spray painters).
As the suggested repairer was not a spray painting firm I felt I had no control over who would conduct the repairs as this firm intended to use a sub contractor and I had no means of being able to review there previous repair work.
3. As this quote was used as the basis of the settlement, if I chose to use the painter of my choice, I was to be substantially out of pocket (which I was in the end).
Summarising, I was left unhappy about the entire process, was substantially out of pocket for an incident that was not our fault and outside of our control. From the date of my initial quotes being submitted, to the settlement and funds being placed in my account so work could commence, was over two weeks. This coupled with the argument over the payment of the deductible and their selection of a repairer not suitable for the repair task was unacceptable in my book. A serious review of my insurance needs will be conducted at renewal time next year!