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Piss poor Shannon's insurance


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#1 Shtstr

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Posted 12 January 2021 - 10:16 PM


Below is a copy of an email that I've just sent to a current affair To do with a problem I have faced with Shannons insurance for the last year and a half including now being at the ombudsman for the second time.
Enjoy the read people and look at what they believe was a quality repair job.
Not just the repair shop but even the assessor from Shannon's insurance who big noted himself as been previously a judge at Summernats for paintwork who approved payment to the shop for this poor quality work.

Being now 1.5 years since this started it's now way beyond the joke.

To whom it may concern.

In June of 2019 my LC GTR which was insured with Shannons Insurance was accidentally damaged at home.
I put in a claim with Shannons insurance and everything was sweet claim went through not a problem car got sent him for repairs but this is where everything went horribly wrong.

The company who repaired the car Oz Rods in Meadowbrook in Queensland botch the job in several different ways.

There was runs in the paint incorrect masking wrong colour applied to the car and sanding marks left from where they did their prep work.

While the car was there I paid Oz Rods a further $300 to have the car completely detailed inside and out in order to have it ready to go to a car show called Toranafest a month or so later as I was made aware that insurance companies no longer pay the repair shops to do so after any repair work has been done.

When I went to collect my car (1970 LC gtr torana).
There was quite a few problems with the repairs and the fact that the detail work I'd paid for wasn't completed to any sort of satisfactory standards.

When I complain to the owner of Oz Rods about the condition of the car I was told that I was too f##king fussy and there was my car and to f off.

Oz Rods requested myself to sign off on the work completed by them and I refused to.

They then got one of their staff members to get a rag and a spray bottle to clean the engine bay of the car damaging the paint work in the engine bay.

I complained to Shannons Insurance about the standard of work carried out on my vehicle and how it was left by Oz Rods and was faced with an uphill battle to start with.

The assessor who was dealing with my claim approved payment 2 Oz Rods even though I had complained.

Shannons Insurance wanted my car to go back to aus rods which I refused to allow after how is treated when I pointed out errors and problems with their repair work and was abused by the owner.

I was told by Shannons Insurance to take my car to another shop to have it inspected for rectification work to be done.

I did this and when the quote came back at over twice the amount of the original repair Shannons insurance refuse to pay for the repair.

Shannons Insurance has lied to myself on several occasions that I have caught them out on and I have been through their internal review system even to the point where they tried to pay me a cash settlement for well below half of what it is going to cost to repair my vehicle and I dispute it through the ombudsman.

The ombudsman agreed and said for Shannons Insurance to collect the amount of money they had put into my account back and to repair my car.

Shannons Insurance then told the repairer who was to do the rectification work to repair certain parts needed to rectify the paintwork and to send myself a bill for almost half of the work.

As you can understand I disputed this again and have taken it back to the ombudsman for the second time.

It has now been a year and a half since June 2019 and my car is still no closer to being repaired and it's still with the ombudsman trying to make a decision.

I have attached photos to show some of the poor quality workmanship that Shannons insurance and Oz Rods have told me that I am being too fussy about with my car.

I have even had an assessor from Shannons try to degrade my vehicle and say things that are 100% not true.

The vehicle in question isn't 1970 LC GTR Torana that has 1 two awards at two prestigious shows one being top 20 North Coast Street Machine Nationals and the other being second place at Toranafest where it was up against 455 other toranas on the day and took out second place 4 best in show.

I have kept every email including transcripts that I requested from Shannon's that clearly shows where I had complained about the work and that they had paid Oz Rods for the work after I had even complained to the point where a check 2 Oz Rods was issued twice because the first one was sent with the incorrect account name to Oz rods the first time round.

This is an insurance company who insist that they are for the Motoring enthusiasts who love their cars.

This is been nothing but an absolute joke and a waste of time for a year and a half to have my vehicle repaired correctly and it is clear and evident in the photos the errors that the repairer Oz Rods Made Who at the time was on Shannon's insurance companies list of recommended repairers.

If you zoom in on the photos you can see the runs in the paintwork incorrect masking along with the incorrect colour used on the car.

I can't understand why something so simple that is so clear cut open and shut case has been so hard to get rectified correctly and not be a patch up job.

I've even had Shannons Insurance company tell myself that certain areas of the vehicle was not painted even though it is clearly in the quote and the bill that was paid for by Shannons Insurance.

Shannon's insurance has even insisted on a third party independent inspection that was organised by Oz Rods so I don't know how independent that really is to see if I had a claim for any rectification work to be carried out.

The gentleman who came out was a pai t rep from signature paints who supplied Oz rods with the paint that was supposed to be colour matched to my car.

He had absolutely no understanding as to why he had been told to come out and inspect the vehicle when it was so clear cut and evident that there was multiple issues with the repair.

I have also included photos of this gentleman and areas that we marked on the day in question that he inspected the vehicle to highlight problem areas.

I have even taken the vehicle to have the paint measured for film thickness as paint manufacturers recommend no more than 300 microns of film thickness otherwise they will not warranty any paint applied to a vehicle.

The original areas of film thickness is around 260 microns to 280 microns thick.
Where the vehicle has been repaired film thickness is now anywhere from 400 to over 600 microns thick twice the maximum allowable limit from any paint manufacturer which now is a further problem.

When having the vehicle inspected for paint film thickness it also showed another problem we're Oz Rods the repairer had Blended the clear coat halfway through a panel which is a no-no on clear coat paint as it will show up further down the track with UV sunlight damage to the paintwork.

The area where they had Blended the clear coat was down to 160 microns thick witch you can obviously see the problem going from in excess of 400 microns down to 160 microns of film thickness.

We have many different insurance policies with Shannon's insurance and spend between 5 to 6000 dollars every year for our policies with Shannon's insurance and would like to think that we would be treated better than we have been.

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#2 Maccavee

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Posted 13 January 2021 - 06:23 AM

When I complain to the owner of Oz Rods about the condition of the car I was told that I was too f##king fussy and there was my car and to f off.


Someone needs a chair to the face
*note* I don't condone violence.. often

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#3 S pack

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Posted 13 January 2021 - 06:54 AM

So that looks like they didn't want to have to respray the black in the gills so they roughly masked it up to spray the colour and the runs are in the clear coat?

What a farken useless mob of pricks. That is total cutting corners BS to make a bit more profit.

IMO you have every right to demand satisfaction. I have my Torana with Shannons but I will have to reconsider my choice of insurer.


Edited by S pack, 13 January 2021 - 06:55 AM.


#4 308 Sunbird

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Posted 13 January 2021 - 07:24 AM

That is shithouse. I'm also with Shannons and will be watching this very carefully.

#5 Ice

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Posted 13 January 2021 - 08:50 AM

Typical panel beater,spraypainters shops 

Most of them are frickin useless 

 

i have 3 cars with Shannons made several claims but also to my satisfaction

 

Agree Mick chair to the face for sure 



Im surprised you didn’t give him an uppercut Dave 



#6 hanra

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Posted 13 January 2021 - 09:34 AM

We have house/contents & 4 cars with Shannons. Insurance is a hard one up this way. A lot of mobs wont touch the post codes up here due to the cyclone risk or just because we are all hillbillies. And if they do its usually horrendously expensive.... Also most mobs wont do both House/Contents, Daily Drives & Classics.... And the benefit of combining them is multi policy discounts... 

 

Ive actually just had to put in a claim with Shannons for the Mrs Dmax as a large heavy pole blew over during the remnants of Cyclone Imogen last week and landed on the roof of her truck above the B pillar... worst possible location... very strong area there also... 

 

So far its been smooth sailing it just went in for assessment this morning. 

 

But one thing that did disappoint me a little was that I received a call the other day just to clarify the online claim and ensure details were correct and also to process the excess payment, that call came from what sounded like a filipino call centre. With a lady with a very hard to understand accent on the phone to me.. Whenever Ive called Shannons its always been an Aussie in an Aussie office. 

 

Hopefully this all goes well.... The corolla got damaged in the exact same location about 5 years ago and was a tricky repair... No doubt plenty of bog was used... 


Edited by hanra, 13 January 2021 - 09:34 AM.


#7 claysummers

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Posted 13 January 2021 - 10:02 AM

The call centre will be Shannon's underwriters i dare say.

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#8 hanra

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Posted 13 January 2021 - 10:03 AM

Which is Suncorp. 



#9 lakeside

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Posted 13 January 2021 - 12:18 PM

Take it and leave it there and reuse the pick it up until they fix the fock up,. While your car Is in their shop they can’t take on another car so they loss money until problem fixed. 



#10 RallyRed

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Posted 13 January 2021 - 01:09 PM

Hi mate,

Pretty ordinary from the shop and the insurer from what seems to have happened.

You are right to be p#@@ssed off.

 

I stumbled across your FB post on Shannons FB.

I know you have probably had a gutful, but if they invite you re re engage via their dispute policy ( or whatever it is) then I reckon you may have to do that?...otherwise if it gets really serious/legal they could just say they didn't recieve a reply when they asked you? ( all I am going off is what I see on FB ).  Make no mistake, I am not an apologist for the insurance company, and I think you may have already suffered that process, but unless you engage with their invitation again ( 3 weeks ago? ) then it is too easy for them to just move on. 

Somewhere in that machine there is probably someone who has a KPI regarding "customer complaints resolved versus not resolved" or whatever. 

Sorry if you have already been down the path too many times to have faith in it anymore, having paid your money, you have every right to expect good outcomes.

I had an issue with an airline, 2 actually, different airlines.

The first one was resolved once I posted it on their FB page.

The second separate one was only resolved when I google the CEO, found the email for him, and send him an email that calmly spelled out the issue, and then asked what would he think if he was me?

It was resolved within 24hrs.

Anyway, you have a nice car that they have stuffed up, they need to sort it .


Edited by RallyRed, 13 January 2021 - 01:10 PM.


#11 axistr

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Posted 13 January 2021 - 03:40 PM

I have six or seven cars insured with Shannons over the past 14 years. During this time I've had four claims. I only have praise for them. They handled every claim quickly and efficiently. On one claim our M3 got hit by hail, of course It was black so any tiny defect stuck out like dogs nuts. I wasn't impressed with the repair so Shannons assessor checked it then asked if I would be happy for the repair shop to have a second go, or would I like to take it to another repairer of my choice at their cost and would organize a hire car also at their expense.

 

My advice is to speak calm to the right person and give the evidence which will speak for itself. Rip it into Shannons to hard or the wrong way and you won't get any satisfaction. Its the fault of the repairer, they are the ones you should be lodging the paperwork with fair trading, the hopefully Shannons will side with you.  



#12 v6 torana

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Posted 13 January 2021 - 04:06 PM

I have six or seven cars insured with Shannons over the past 14 years. During this time I've had four claims. I only have praise for them. They handled every claim quickly and efficiently. On one claim our M3 got hit by hail, of course It was black so any tiny defect stuck out like dogs nuts. I wasn't impressed with the repair so Shannons assessor checked it then asked if I would be happy for the repair shop to have a second go, or would I like to take it to another repairer of my choice at their cost and would organize a hire car also at their expense.

 

My advice is to speak calm to the right person and give the evidence which will speak for itself. Rip it into Shannons to hard or the wrong way and you won't get any satisfaction. Its the fault of the repairer, they are the ones you should be lodging the paperwork with fair trading, the hopefully Shannons will side with you.  

 

I totally agree with axistr, in particular the last sentence. I fully understand your reasons for not wanting to take your Torana back to the panel shop, however by not giving the repairer the opportunity to rectify the less than professional (woeful) repairs may give them a way out of the issue with Fair Trading.

 

Also there is a good chance that the second repairer that gave you a quote of double the original repair cost has done this because businesses (whether they be panel shops / mechanical etc) will provide an inflated quote as they don't want to fix or be involved in another repairers stuff up (or they know the repairer).






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