Nationwide AA call out

[Camdoon]

Well had my first call out in 10 years with a flat battery.
The AA took my van details and immediately flagged up it was over 3.5 ton so was not covered. After I explained the account was with Nationwide and there had been much debate and change in terms and conditions, she consulted with a colleague after which she admitted that the system had not been updated to reflect this and that I was covered. Phew. As was thought in previous threads, Nationwide appear to be unique in having the AA offer over 3.5 ton cover.
She did ask for the sort code and account number but was happy to search by postcode after I told her I had previously registered online with them.

 

[Fulham Dave]

Comfort are the same. Our van is 5700kg and when taking out the policy, I was advised to call Comfort if we have a breakdown, rather than the AA, and they would arrange for a mechanic to attend. We had a flat battery when in France last year, called Comfort, they arrange for a mechanic from local garage to attend, complete with a large lorry equipped towing truck, just in case he could not get us going!

 

[Simon Meadwell]

I thought the discrepancy had been sorted. I can see there being a few problems down the line if Nationwide dont get their act together.

 

[Camdoon]

I thought the discrepancy had been sorted. I can see there being a few problems down the line if Nationwide dont get their act together.

The service worked, so it is the AA database that needs to understand that they do provide the service rather than shouting over to the person on the next desk.
Registering with the AA ensures your NWide details are already on the system and simplifies matters.

 

[HKF]

Well had my first call out in 10 years with a flat battery.
The AA took my van details and immediately flagged up it was over 3.5 ton so was not covered. After I explained the account was with Nationwide and there had been much debate and change in terms and conditions, she consulted with a colleague after which she admitted that the system had not been updated to reflect this and that I was covered. Phew. As was thought in previous threads, Nationwide appear to be unique in having the AA offer over 3.5 ton cover.
She did ask for the sort code and account number but was happy to search by postcode after I told her I had previously registered online with them.

I was interested in this, as we have a Nationwide account, but the T&Cs say;

So how are you managing to get cover through Nationwide if you're over 3.5 tonnes, please? Thanks

^{_{Subscribers  do not see these advertisements}}

 

[Emmit]

I would fire off two letters.
One to Nationwide informing them of the hiccough.
Second one to the AA advising them of the same.

There is obviously a problem in the data supplied to the call handlers.
The 'system' needs to show that the Nationwide customers are covered.
It obviously doesn't at the moment.

The letter to Nationwide should point out that you are being challenged regarding your privileges
and that you request that they in turn point out to the AA that their systems are wrongly worded.

 

[Emmit]

I was interested in this, as we have a Nationwide account, but the T&Cs say;

View attachment 598190

So how are you managing to get cover through Nationwide if you're over 3.5 tonnes, please? Thanks

You are being selective in giving the above information.
There is another line pointing out that the 3.5T does not apply to motorhomes. viz

Section D: Vehicle Specifications Breakdown assistance is only available for cars, light van, campervan, motor caravan, minibus, trailer, motorhomes, vans, minibuses or motorcycles (including quads and trikes) which meet the specifications set out below. Please note that “car, van, minibus or motorcycle” does not include, amongst other things, electric pavement vehicles, electrical wheelchairs, bicycles (including electric bicycles), any vehicle which cannot lawfully be used on the public highway and/or any non-motorised vehicle. • Maximum Vehicle Weight: 3.5 tonnes (3,500kg) gross vehicle weight • Maximum Vehicle Weight for Motorhomes ONLY: 7.5 tonnes gross vehicle weight • Maximum Vehicle Width: 8ft 3in (2.55m) which constitutes the overall width of the vehicle bodywork excluding mirrors, measured at the widest points.

 

[HKF]

You are being selective in giving the above information.
There is another line pointing out that the 3.5T does not apply to motorhomes. viz

Section D: Vehicle Specifications Breakdown assistance is only available for cars, light van, campervan, motor caravan, minibus, trailer, motorhomes, vans, minibuses or motorcycles (including quads and trikes) which meet the specifications set out below. Please note that “car, van, minibus or motorcycle” does not include, amongst other things, electric pavement vehicles, electrical wheelchairs, bicycles (including electric bicycles), any vehicle which cannot lawfully be used on the public highway and/or any non-motorised vehicle. • Maximum Vehicle Weight: 3.5 tonnes (3,500kg) gross vehicle weight • Maximum Vehicle Weight for Motorhomes ONLY: 7.5 tonnes gross vehicle weight • Maximum Vehicle Width: 8ft 3in (2.55m) which constitutes the overall width of the vehicle bodywork excluding mirrors, measured at the widest points.

Ooops, I didn't see that bit!! Thanks for pointing it out

 

[Camdoon]

An update on this, as Emmit suggested I contacted the AA and Nationwide. Nationwide wrote back immediately and stated it was nothing to do with them. The AA phoned today and stated that the complaint was upheld and that there are regular training packages produced which included the Nationwide contract and the operative should have taken the course. So this should not happen again. Hopefully. They are also in the process of updating their whole system which presumably will be able to handle different contracts (not holding my breath on that one).
Edit email now through:
"
As we have discussed today, all our frontline telephony agents including all agents within the AA, have received communications regarding our new partner, Nationwide, and the entitlements Nationwide customers get as part of their account. As the agent was unaware of the entitlements and had to clarify this information, I am upholding your complaint on this occasion, and I would like to apologise for any disappointment this may have caused.

Please rest assured, the AA have provided relevant training regarding Nationwide customers and the cover they are entitled to. I have provided feedback to the Manager of the individual concerned to attempt to avoid this occurrence in the future, any for any relevant re-training to be provided, if deemed necessary by the business.

"