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UPDATE FLEXPLUS COVER
Letter I received this morning
Dear Mr
Following up on my email of last night and having worked through your issue with my team, we have positive news for you. And, if I may, a request for a little more advice from you on how best to reassure other members who own large motorhomes.
First, a little bit of background.
We periodically review our contract for Breakdown Assistance through FlexPlus to ensure we continue to give members the best service and value that we can. We had agreed a change to the AA on the basis that the cover would be at least as good, if not better, than the existing provider.
The motorhome dimensions question you raised was something we had identified through negotiations with the AA as needing enhancement from their initial proposal. Therefore, motorhomes of 7.5t, 8m in length and 3m height (as per your specific query) WILL still be covered. This will be confirmed in the communications and new policy documentation which FlexPlus members will receive from us in a couple of weeks’ time.
Given there is no degradation in cover for members, our plan has these communications going out a month before the switch to the AA. If there had been any negative alteration in the cover we would clearly have given more notice to enable members to have sufficient time to make alternative arrangements if required.
However, we did need to flag on our website that cover would be provided by the AA ahead of these communications to existing members to ensure that people buying FlexPlus for the first time were aware.
Your question prompted us to discover a mistake in the information on the website regarding large motorhomes as it was taken from an early version of the policy NOT the finally agreed cover.
Thank you so much for alerting us to that issue. We are currently updating the web site.
Also, in going back to the AA as a result of your query, not only have we been able to confirm that the AA will indeed cover vehicles of the specifications you outlined but that they will now cover ANY length of vehicle for recovery in the UK (subject to the other dimension restrictions) for our members.
Given the concerns you also alerted us to around the AA’s ability to recover such vehicles, we have had further reassurance from them that they will do so even if it means having to use a specialist 3rd party if their vehicles aren’t suitable.
So just to confirm for you, in terms of length, the cover will have no limit in the UK and be 8m for Europe, and for weight the cover for motorhomes will be 7.5 tonnes both in UK and Europe. Other dimensions will be ‘at least as good’ as our existing policy, including having no height restriction (vehicles of course will still need to be within any legal limits).
I apologise for the confusion this oversight with the website has caused but hope you are happy with the action we have taken to put things right.
Now for the request given your evident understanding of the motorhome owner community!
You mentioned in your email that many other members with large motorhomes are frustrated by this change. As explained above, they will see the correct information in a couple of weeks when they receive their new policy documents. However, if you have any suggestions on the best way for us to confirm the right information to these members in the interim to save them from additional hassle or concern, we would be very keen to hear. For example, if there are any fora where you have seen this discussed, we could investigate responding directly.
Once again, thank you very much for contacting us, and thank you for what I hope will continue to be a longstanding membership of Nationwide.
Kind regards,
Sara
Sara Bennison | Chief Product & Marketing Officer | Propositions & Engagement Community
nationwide.co.uk
themortgageworks.co.uk
