My extended warranty claim was rejected for wear and tear, what can I do?
Most extended warranty policies will not cover breakdowns caused by wear and tear, external damage or issues which existed before you bought the policy – some policies may not cover consequential damage either. You should always read the policy’s terms and conditions to make sure you understand the level of coverage you have.
If your claim is rejected because there hasn’t been a sudden mechanical breakdown, for example because the warranty company thinks the part failed due to wear and tear, it is usually best for you to dispute their view by obtaining independent evidence in the form of an independent technical report.
If the independent technical report supports the reason the claim was rejected, then you would not be able to pursue the matter further. However, if there is compelling evidence to support a sudden mechanical failure, you should present this to the warranty company and see if they change their position on your claim. If you then remain unhappy with their response, and have exhausted the warranty company’s complaints process, you can get in touch with The Motor Ombudsman.
Always remember that a warranty is in addition to your legal rights – so, even if the warranty company has rejected your claim, you may still have recourse against the seller of your vehicle.
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The Motor Ombudsman is a certified Alternative Dispute Resolution (ADR) provider who can assist with disputes that arise between consumers and Code-accredited businesses. If this article has not answered your questions and if you have a complaint about a business please visit our complaints page to find out what to do next.