First Canadian Insurance Corporation

I purchased the Ultimate Wrap plan for my GMC. I had an actuator failure that controlled my heat. They said they would cover it but only for 9.4 hrs. The dealer said it was a min 14 to do it. They said no one could do it in 9.4 hrs. The work was done and they did not cover shop supplies or the cost to recharge the AC system (which had to be drained to do the job) So in the end, even though I had their best policy it cost me $1100 (on top of the $200 deductible) to fix what should have been covered. The dealer said this is common with these guys and they nickel and dime the customer on everything and do not pay enough labour time to complete the job. The dealer said that they often refuse to do the work when these guys are involved.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

[redacted] ***I do not agree with the response given by First Canadian Insurance Corporation on Aug 30, 2017.In December First Canadian wanted me to sand the rust on the right bed panel at my expenseI was advised by Ian *** not to do thatIt is not up to me to prove me claim as it is already stated on the claim form dated Aug 26, that the rust is coming from inside outIf First Canadian wants me to sand it down then they should cover all the costsTo the contrary, the new higher repair estimate is not for the same body parts as the previous repair estimate dated Aug [redacted] covered the hood rust repair therefore it strictly involves the replacement of the right bed panelIf First Canadian would have repaired my truck back then, nI would not have needed a new right bed panel nowAs far as stating it had not had rust perforation back in august 2016, First Canadian has made a statementBodyshop personnel who are a third party did the inspection.My vehicle was not previously damaged in a collision where the rust is occurringFirst Canadian has made another statement to try and evade from paying my rust claim [redacted]

Complaint: [redacted] I am rejecting this response because: As a consumer I also find it unreasonable that we have to bear the cost of the repair where there is an Insurance to cover it.The fact that we are not expert in these field service we are in the position that we have no choice.The insurance won't cover it and the dealer can't repair it as they will not be paid[redacted] ***Thank you Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/11/13) */ In the circumstances, Millennium Insurance Corporation (FCPP) will cancel the insurance policy and allow a premium refundA letter confirming this has been sent directly to Mr [redacted] Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/11/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept the response from [redacted] of [redacted] of $1,881.60, which is being sent in the mail, but as you state, if this is not followed through with, I have the right to reopen this complaint

This customer presented with a leaking CV boot which, depending on the cause, may be covered by the mechanical breakdown insurance In this case, we did authorize replacement of the CV boot It was later determined that, in fact, the CV boot has not failed, rather the clamp holding it to the axle has lost its tension There is no problem with the axle Fasteners, being items that experience wear, are not covered by this mechanical breakdown insurance However, as a good will gesture, we are prepared to uphold the earlier repair cost authorization Subsequently, the repair facility informed the customer that the entire axle needs to be replaced because the new clamp does not fit That is not reasonable We are not prepared cover the cost of replacing the entire axle in order to replace a simple clamp, which can be purchased in any size

Initial Business Response / [redacted] (1000, 8, 2016/04/06) */ In this circumstance, the company will make a one-time exception to the contract terms and conditions, and refund the administration fee. Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/04/07) */ (The consumer indicated he/she ACCEPTED the... response from the business.) I am satisfied with the company's response of refunding the termination fee.

***Document Attached [redacted] copy of email between the manager of [redacted] and myself re FCPP in July 2011: " RE: deposit [redacted] To: ' [redacted] ***' **@ [redacted] Hello ***, The policy is written on the back of the warranty certificate, and also in the brochureI will include a copy with your cheque and put it in the envelope at receptionThis program is backed by the warranty program and not [redacted] You won't have any trouble claiming the refund from First CanadianIf you need anything else, never hesitate to ask me [redacted] Thanks *** [redacted] From: [redacted] mailto: [redacted] @ [redacted] Sent: July 26, 12:PM To: [redacted] Subject: Re: deposit Mailing it will be fine thanks!! I really appreciate you looking into this for me One other thing: when I bought the ***, [redacted] said that if I bought the to year extended warranty that I would get my money back in year five if I didn't use itHowever, I would have to ask for the money back at that timeBut I do not have anything other than his word that I am able to get the (if I remember the amount correctly)A lot of things can happen in five years - like new staff etcCan you please give me something in writing so I can be assured of collecting back the money if I in fact I don't use the warranty Thanks again, [redacted]

The history of this matter is as follows: This customer purchased a rust protection product that guarantees repair only in the event of rust that perforates the metal; the particular guarantee this customer purchased does not cover surface rust In August 2016, the customer obtained a body shop quote for rust repairs The claim for these repairs was submitted to us in December At that time, based on photographs of the rust spots together with the information contained in the repair estimate, it was determined that the rust was surface rust only and therefore not covered under the contract The customer was advised of this and also that, it was her option to have the repair shop sand the rust spots to expose the metal; if that revealed the metal was perforated, it would be covered To our knowledge, this was not done The customer formally disputed the denial of the claim and, in April 2017, the matter was investigated by the company’s complaints ombudsman, who determined that, based on the evidence available, the denial was appropriate Now, many months later, the customer reports a new, higher estimate to repair rust damage We have not seen this new estimate so have no knowledge of what it covers In fact, we have not had any contact with this customer since April The customer is stating that the new rust repair estimate is for the same body part(s) as the August estimate This will not be covered even if perforation is now present It is not reasonable to expect a ‘perforation only ’ guarantee to respond when surface rust is simply left to get worse for nearly a year until actual perforation occurs We also note the area on the vehicle where rust is occurring was previously damaged in a collision The customer should be aware that is the rust protection product was not applied to that area when the body repairs were done, the guarantee does not apply

Complaint: [redacted] I am rejecting this response because: 1) Once again the dealership said: "You will receive a package from the Insurance Company later". This never happened2) That letter mentioned by First Canadian Insurance by September 2010, never came to me3) I should have contacted them, maybe, but Why They did not contact me by phone call or letter to remind about the expiration of my contract4) If I did not receive any documents from them how They were able to grab all my money by their own , his is a clear proof of not good faith from them.5) I contacted the dealership 3 weeks ago, because I needed a service, They told me that I should use the extended warranty service because my van has just 85.000 km and They gave me all detailed information of this Insurance Company. Once I contacted them, the Lady on the phone told me my policy expired in August 2015. When I asked her these questions, She replied: We do not have to contact you for a refund, this is a clear proof of a broken dual good faith relationship.6) If I did not receive any document who is responsible: Even the Dealership, but who took all my money, of course the Insurance Company.7) Whatever legal matter in Canada expires after 2 years, Why They insist I contacted them just 3 weeks ago?8) I insist if I never used this protection agreement I have the right for my refund. Sincerely, [redacted] ***

The damage did not fall within the scope of what is covered by the protection guarantee. As well, the customer failed to have the bi-annual inspection performed on the covered material, which is a condition of the guaranteeNotwithstanding these facts, the claim was paid as a
gesture of good will

The customer's copy of the certificate does show the Xs; they are very faintWhile the certificate shows she does not have the optional EBR coverage, we will, on the basis of her email exchange with the dealership, allow the EBR refundIt will be processed, less the premium that should have been charged for the coverage option and the deductible

I have reviewed the file and can advise as follows: The customer submitted the request almost one year after the contract expired, instead of within days, as stated in the contract terms and conditions. As an insurance company, we must ensure that all policy holders are treated consistently,
equitably and in good faithAccordingly, all decisions relating to the insurance contracts we enter into with our customers must be made on a uniform basis, that is, in accordance with the contract terms and conditions We take reasonable steps to ensure our that our customers are made aware of those terms and conditions

Attached is my response to the complaint. Because it contains personal and sensitive information, it should not be made public.Barbara P***Complaints OmbudsmanFirst Canadian Insurance Corporation

Complaint: ***
I am rejecting this response because: nowhere on the contract does it list the roof isn't treated or covered. It says "This guarantee does not cover rust formation or perforation of any engine or other mechanical part, the exhaust system, chrome, molding or metal plated trim, gas tanks or bumpers". If you do not put in writing that a certain area isn't covered, how is the consumer suppose to know. I have a valid warranty claim and this company isn't standing behind their warranty. It feels as though the company doesn't want to fix it so they are making up an excuse. I have attached a copy of the contract for you to review
Sincerely,
Michelle ***

As the customer has stated, the rust protection guarantee covers only those areas where the rust protection treatment has been applied to the sheet metal This type of treatment is never applied to vehicle roofs because it is not possible to do so. Auto manufacturers do
not provide holes, ports, or any other way to access the underside of the roof in order to spray in the protection product, other than removing the headliner from the interior of the vehicle We’re sorry that the customer is not satisfied with the product

Initial Business Response /* (1000, 5, 2015/09/28) */
The claim for the cost to remove the damaged component for the purposes of determining the cause of damage was denied on the basis of the contract terms and conditionsThe contract, in Section VI(e), clearly states that such costs are the
responsibility of the customer if, as in this case, there is no coverage for the damaged componentThe relevant contract provision follows:
"Authorize teardown and/or inspection - In some cases, You may be required to authorize the repair facility to inspect and/or teardown Your Vehicle in order to determine the cause and cost of the repairYou will be responsible for these charges if the failure is not covered under the ContractIf it is determined that the mechanical Breakdown is caused by a covered part or component, the maximum reimbursement for diagnosis is limited to the time prescribed in accepted labour guides, component replacement is limited to accepted fl at rate labour guide times, and part prices are not to exceed manufacturer suggested retail pricing (MSRP)We reserve the right to require an inspection of Your Vehicle prior to any repair being made."
FCPP respectfully maintains its position of denial of this portion of the claim

Initial Business Response /* (1000, 8, 2016/04/06) */
In this circumstance, the company will make a one-time exception to the contract terms and conditions, and refund the administration fee.
Initial Consumer Rebuttal /* (2000, 10, 2016/04/07) */
(The consumer indicated he/she ACCEPTED the...

response from the business.)
I am satisfied with the company's response of refunding the termination fee.

Final Consumer Response /* (2000, 18, 2016/02/02) */
The warranty transfer information arrived in the mail. Everything looks as it should.
I would like to thank Revdex.com for getting results. [redacted] for being reasonable and working with me on a solution.
I would like to...

close the complaint as I have successfully arrived at the intended resolution.
Cheers
[redacted]

This customer presented with a leaking CV boot which, depending on the cause, may be covered by the mechanical breakdown insurance .  In this case, we did authorize replacement of the CV boot.  It was later determined that, in fact, the CV boot has not failed, rather the clamp...

holding it to the axle has lost its tension.  There is no problem with the axle.  Fasteners, being items that experience normal wear, are not covered by this mechanical breakdown insurance.  However, as a good will gesture, we are prepared to uphold the earlier repair cost authorization.  Subsequently, the repair facility informed the customer that the entire axle needs to be replaced because the new clamp does not fit.  That is not reasonable.  We are not prepared cover the cost of replacing the entire axle in order to replace a simple clamp, which can be purchased in any size.