Chris McGovern

It turns out that the wait to have my bumper’s mini-scratch rubbed out under the smart scratch-insurance Lexus sold me for £599 (3 years cover) is five weeks, not five days. I have learnt my lesson. I will never again touch any add-on insurance that Lexus offers. It is remarkable, indeed, that Lexus Is so cavalier with its reputation. Shame on them! 

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On 7/24/2015 at 11:34 PM, Martin J said:

Apologies if this has been discussed elsewhere, but a forum search didn't turn it up. I'm interested in knowing whether other new car buyers have taken out the Smart Cover at delivery time - this is the additional Lexus-organised cover for minor damage such as stone chips and car park dings. At £499 it's not cheap, and there's a significant list of exclusions. The cover is outlined here

http://www.lexus.co.uk/owners/warranty-and-insurance/#/LexusMotorInsurance

I have a very minor scratch on my bumper and contacted Lexus Smart Cover around mid-day on Tuesday 1st October. Although I had paid £599 to my Lexus dealer for this cover  and have a record of that payment, I had never been given any reference number for making a claim. Lexus Smart Cover was eventually able to confirm that I had paid but I did feel that I was asking for a favour. I was told that I would be contact by a repairer within 2 working days. This did not happen and so I re-contacted Lexus Smart Cover and they were able to connect me to the repairer. I was offered and accepted the 9th of October for the repair and I will be charged a small fee of £10. Am I a happy and satisfied customer? Far from it. I am surprised that Lexus can allow its brand to be tainted over such a trivial matter. Buyer beware! ‘Caveat emptor’!

And, just for the record, here is message from Smart Insurance AFTER they had promised to do the job, albeit a week late. They want me to supply details that presumably include a reference number that I do not have and was never provided.

SMART OR NOT SO SMART - make up your own mind!

Copy of message from Smart Insurance

Subject: RE: Smart Insurance Claim Number 00241220,
 

Good Afternoon Christopher,

 

Thank you for your email.

 

I cannot locate a policy for you with the details that you have provided with Smart Life Insurance.

 

If we can offer any further assistance, please contact our dedicated Customer Service team from 9am to 7pm Monday to Friday on 0800 458 6901 (excluding bank holidays).

 

Kind Regards,

 

Vinita Bacheta| Customer Service Team

 

Landmark Place, Windsor Road,

Slough, Berkshire SL1 1JL

www.smartinsurance.co.uk

 

Phone: 0800 458 6901

Email:  service@smartinsurance.co.uk