RV MAIL
INSURANCE FIGHT
After a protracted fight with one of Australia ' s largest caravan insurers, a number of issues were highlighted that raise questions as to why there are no specific guidelines in place to safeguard the RV user.
To summarise: As a result of severe rainfall, excess water pooled on our van’ s roof, caused sagging, major water ingress to the framing, mould to form, and the interior of the van to also be water-damaged. Our service company prepared an initial report advising the van was a write-off.
The claims department had the van assessed and subsequently declined the claim, citing exclusions covering possible compromise of sealant and wear and tear( the van was six years old). We appealed the decision, prompting a forensic engineer inspection, which found a water access point under a solar panel where wiring entered the van roof. Again, the claim was declined on the assumption of ingress.
We appealed to the Australian Financial Complaints Authority, which ruled against the insurer as decisions were made based on assumptions, not conclusive evidence.
What is the definition of wear and tear? Our van is serviced regularly and the condition of the sealant is also checked. When the access point under the solar panel was found, no attempt was made to have the panel removed. Blame was attributed to the service company in the first appeal being declined. The service company confirmed the service history of the van, which meant nothing to the insurer.
Having our van insured for agreed value, in excess of the current used value of the van, may also have influenced their decision.
In putting our appeal together to AFCA, and hearing similar stories from other caravan owners, it is apparent that our ' s was not an isolated case. Our van will go to auction and sold to a buyer who doesn’ t know the frame would be rotting and that mould would be hidden.
Steve Abraham
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