So you think KIWIBIKE insurance is good do you? [Archive]

firefighter

31st December 2008, 10:18

Ok, there has been thread upon thread here, which goes on about how great they are, and even I thought they were good when I thought i'd opened a policy and it was all "sweet as bro" over the phone.....nice and easy. Great I thought......:eek:

How wrong was I.

Where to start.....well I talk to some young girl on the phone, ask if I can pay quarterly.....can I pay via A.P.......yes that's all fine not a problem.....

So basically on the spot I make my first payment, all looking great....:done:

3 weeks later, no correspondence as to recieving payment, no documents have arrived, and i'm still on interim insurance- which means shit insurance basically, the warehouse of insurance cover until you've filled out paperwork, crossed the T's and dotted the I's and sent it back etc.....:mellow:

So I ring KIWBIKE and ask what's happening, now here's my favourite bit- my broker instructs ME to sort it out with SWANN (hang on isn't that the brokers job)<_<

Anyway, after talking with SWANN as instructed, they tell me I CAN'T make the payments in the way I had wanted from the start......fuck it. I cancel with them and go back to AMI (whom I loathe but it's just temporary as I actually at least have FULL cover now):blank:

So your wondering why i'm putting this on here, sure it's only a couple of little errors.....

well here's the best part, last week I recieve a letter from Swann telling me I owe them the original payment still from October :confused:, and loe and behold my policy documents are in the same package.......So I call Swann and it seems KIWBIKE still have'nt handed the money over to SWANN.....WTF? :shit:So two months to process an application........OH my fucken god imagine if I had had to make a claim? :spanking:

Oh well i've heard Vero are pretty good i'm thinking of trying them, anyone with vero who can vouch for em?

jrandom

31st December 2008, 10:23

firefighter

31st December 2008, 10:28

Well, Kiwibike have given a number of forum members very good service in the past.

But it does sound like they dropped the ball on your paperwork here. Odd that they'd flick you on to Swann to sort it out, very odd. In my experience they've always done a great job of interfacing with the insurance companies and just 'making things happen' for me.

Still, I'm sure they'll take note of the feedback and work to improve whatever processes let them down this time.

Yes and I was expecting the same, and that's exactly why I went (tried) to go with them.
But they really messed things up and in todays competitive market I expected a little more flexibility and professionalism, it's a shame I actually really wanted to be covered with them but due to my experience I don't imagine i'll be going back.

Grumpy Gnomb

31st December 2008, 10:31

In all my dealings with Dave and Co found them to be really good

spookytooth

31st December 2008, 10:38

never had any problems with kiwibike either.Have'nt had to claim yet so all i can say is that they have been good at taking my money so far :)

Number One

31st December 2008, 10:48

Yes and I was expecting the same, and that's exactly why I went (tried) to go with them.
But they really messed things up and in todays competitive market I expected a little more flexibility and professionalism, it's a shame I actually really wanted to be covered with them but due to my experience I don't imagine i'll be going back.
I too expected this awesome service but had some administrative issues early on.

In the end I asked to speak with Dave specifically and he was really apologetic and explained they had just shifted onto a new system and that staff were still being trained and that reporting the issues helped them to identify the 'gaps in the system' so to speak. Once I had him onto it things seemed to right themselves pretty quickly. Wouldn't deal with the young girl again for anything like a claim or whatever - first time I spoke to her really lovely, then next 2 times was quite short and disinterested and didn't do what she was meant to..twice...

It's a bit of a shit because you want to be polite etc and you want the best outcome but the little stuff ups leave you feeling a little anxious. I mean shit what happens in the event I might need to claim - will my policy be ok? WIll it be recognised...

Hoping and assuming that it will be plain sailing from here on in with them though :niceone: Dave was great=, friendly, very apologetic and even tried to save me some money on my premium by directing me to chase up about the other insurance policies I have and what their coverage might include.

Blackbird

31st December 2008, 10:53

I'm with Vero / David Golightly through the Honda Riders Club and they've always been a pleasure to deal with, not that I've ever made a claim but in routine stuff, they've been great.

firefighter

31st December 2008, 10:55

I too expected this awesome service but had some administrative issues early on.

In the end I asked to speak with Dave specifically and he was really apologetic and explained they had just shifted onto a new system and that staff were still being trained and that reporting the issues helped them to identify the 'gaps in the system' so to speak.

Hoping and assuming that it will be plain sailing from here on in with them though - he was very friendly, very apologetic and even tried to save me some money on my premium by directing me to chase up about the other insurance policies I have and their coverage.

Yes and I still think about trying again, as i'm sure they would'nt make the same mistake again, and I would have by now had it not been for the letter recieved last week, you know the whole "final notice" letter before they start trying to get money off you via Baycorp.......with policy documents....weird huh? I'm still debating it as I like the idea of roadside assistance included in the policy..

Number One

31st December 2008, 10:57

Yes and I still think about trying again, as i'm sure they would'nt make the same mistake again, and I would have by now had it not been for the letter recieved last week, you know the whole "final notice" letter before they start trying to get money off you via Baycorp.......with policy documents....weird huh? I'm still debating it as I like the idea of roadside assistance included in the policy..
I'd get onto Dave and tell him all the trouble you've had and that you are looking to go elsewhere but would prefer to stay? I got one of those final notice things too - I got straight on the phone to them and said WRONG! Please pretty please fix things and they did.

Ocean1

31st December 2008, 11:04

I'm with Vero / David Golightly through the Honda Riders Club and they've always been a pleasure to deal with, not that I've ever made a claim but in routine stuff, they've been great.

Me also, through Classic Cover.

They've been good to deal with, including stretching the definition of "motorcycle" to include the Spyder...

Owl

31st December 2008, 11:08

Yep, a couple of issue's, but nothing major. Dave himself was really good to deal with though! I've sinced moved on, but only because I saved nearly $300 in premiums elsewhere!:yes:

Reido

31st December 2008, 11:11

I'm with Vero / David Golightly through the Honda Riders Club and they've always been a pleasure to deal with, not that I've ever made a claim but in routine stuff, they've been great.

you're in good hands, they're good with claims too.

icekiwi

31st December 2008, 11:28

Had no probs with Kiwibike...
Put the zx10 (2nd bike with them) just before xmas,got the paperwork no worries..
Oh shit thats what I had to do....

Max Preload

31st December 2008, 12:05

I ...but the little stuff ups leave you feeling a little anxious. I mean shit what happens in the event I might need to claim - will my policy be ok? Will it be recognised...

Precisely. Not much peace-of-mind with such conduct, is there?

never had any problems with kiwibike either.Have't had to claim yet so all i can say is that they have been at taking my money so far :)

I'm with Vero / David Golightly through the Honda Riders Club and they've always been a pleasure to deal with, not that I've ever made a claim but in routine stuff, they've been great.

So they've been great at politely taking your money? Hell, I can do THAT! The real test comes when you attempt to make a claim.

jrandom

31st December 2008, 12:09

So they've been great at politely taking your money? Hell, I can do THAT! The real test comes when you attempt to make a claim.

I've made a substantial claim through Kiwibike (my policy was with Star) after a road bin on my GSX1400, and they were great.

I was also a covered rider under another KBer's Star policy (through JBI, not Kiwibike) when I binned and wrote off his R1, and that was also processed efficiently without hassle.

Several other KBers can report similar experiences.

So I don't think you have any cause to worry about the claims process.

:niceone:

PS - After I cost Star about $30K this year, Kiwibike renegotiated my cover before the renewal date and presented me with a new policy from Star with a 35% premium increase and the same excess and conditions. I didn't have to worry about it for a moment. So I'm pretty happy with that!

slofox

31st December 2008, 15:58

Since I have had businesses, I have always used a broker (Aon in this case). Takes all the effort out of it and I have always had satisfaction, both with administration, premiums and claims. You might be able to get cheaper but I think the service is worth a lot more than the little extra money. When it comes to bike insurance, I did the comparison between the cover Aon got for me and that offered by Kiwibike. Kiwibike did come in cheaper but not by much - even their salesgirl agreed it was hardly worth the hassle of changing for the number of dollars involved.
On the other hand, you need to be very aware of terms and conditions of ANY policy for a bike. e.g. my current cover states that the bike MUST be in a locked garage at night. Fine at home, but what if you are touring? And race or trackday cover varies as well. I doubt mine covers these events at all...so far I have not needed such cover but who knows? A trackday might be fun after all these years..........

ynot slow

31st December 2008, 17:16

Posted in the other thread as well bugger,think a problem could be Daves' office girl,asked to swap policies on new bike old bike the day I paid for the bike,had 14 days cover,then no paperwork,rang back and she had nothing recorded.Phoned again and Dave said all covered but Swann having real slow problems,and called workers back just befor xmas,still to recieve policy,but whilst talking he might have found me a slightly better policy,so will forward that to me as well.

discotex

31st December 2008, 17:39

Just for my own clarity.. When people talk about Dave's office/sales girl are they talking about Donna or someone else?

I've had great service from both Dave and Donna in the 12 months I've had them as my broker.

Call me old fashioned but I like how they always hand write on any correspondence. Reminds me there are people at the other end not some faceless corporation. Also enjoy chatting about bikes with Dave.

He even offered to help me find deals on parts if the damage on my claim wasn't worth claiming due to the excess. Top bloke IMHO.

portokiwi

31st December 2008, 17:55

discotex

31st December 2008, 18:06

i am with kiwi bike, just for the last two months...... crashed my bike yesterday stiil havent seen my bike yet.
7 stiches in my knee and bruising to my left side. was unconcous for awhile.
we have been trying to contact swann insurance which is the insurance kiwi bike did for us. been ringing all day they keep saying staff are busey leave name and number they will ring us back.
nothing yet.
has anyone had this with swann as well.
can i move my bike from crash site and if so is any one in glendowie are that could transport it back to my place.
please ring me on 5755608 or 0212529193
truck turned in front of me i came second best.

Hey mate, were the Police called? Should have been due to your injuries. In my (unfortunately personal) experience they arrange towing to somewhere safe. From there the insurance company normally sorts it.

Have you tried calling Kiwibike's main number? They prefer to handle the initial lodging of the claim anyway so always best to deal with them until they hand over to the insurance company. Dave normally diverts it to his mobile if they're not in the office so you should be able to get through.

portokiwi

31st December 2008, 18:16

just rang and left a message with dave......
yes police and ambulance were involved... i have nothing but praise for the staff of the amblance, police and auckland hospital they all were great.
big thank you to them

Littlewheels

31st December 2008, 21:27

rang to get quote and was given a really competitive price, started to go through the process. was asked about recent accidents, had my only accident in about 19 years last year in our car. have clean licence etc "mature age rider" ......the quote changed to more than the one from AMI (they handled the car accident claim) so I said thats ridiculous and rang ebike and got a price that was 1/2 both Kiwibike and AMI. so try them. friends reckon they are ok who have been with them longer and made claims

Gremlin

1st January 2009, 00:47

did have a problem with one of the girls not getting back to me re quotes for some additional bikes, not beth or donna, but speaking to Dave, he assisted... unfortunately, he can't clone himself...

I think they are just suffering growing pains from all the recommended business. I believe there are about 5 girls in the office now (along with him and Donna I would imagine)

Number One

1st January 2009, 09:51

did have a problem with one of the girls not getting back to me re quotes for some additional bikes, not beth or donna, but speaking to Dave, he assisted... unfortunately, he can't clone himself...
I think you are referring to Rebecca...I was on the receiving end of a distinct lack of active listening skills on three occasions. Which meant three follow-ups from me trying to get things sorted.
Gave up on her in the end and asked for Dave and when I rang recently to check something out and got Donna she was also great!

Usarka

1st January 2009, 10:20

Had similar problems with another of the usually-recommended companies, again from an admin type person regarding payment. I blagged them at the time but have stopped because I still believe they do good stuff from the reports I've heard, just one or two um....not so skilled people..... dropping the ball can make the whole company look bad.

That made me switch to kiwibike and actually saved some money too! So I'm happy at the mo...

But, let them know at a higher level (ie dave) and/or vote with your feet.

Brooke

1st January 2009, 10:28

Insurance is one of things (I guess it's like people say abut their spouses, can't live with them, can't live without them). You might get good service signing up (coz they want ya money) and then you almost have to cross your fingers at claim time and hope it's going to be all good.
My husband and I are with Kiwibiker and so far have found them good to deal with but haven't needed to claim. They saved us a fair amount on premiums and I'm hoping its all gonna be good as I'd rather pay a bit more and know I'm getting quality.

Rang Kiwibiker yesterday and they're closed till the 5th. Hope they come back to ya mate

ynot slow

1st January 2009, 11:22

Usarka

1st January 2009, 11:26

Yeah it's good talking to a fellow biker also.

Good thing with the "big" corporation types is that if your claim is nice and easy and within the set parameters then chances are it'll go sweet as.

But when a box on the checklist for some bewro beuaruc paper shuffling reason can't be ticked that things can go to custard real quick, and having a bat-phone to the bossman can be a real blessing.

AllanB

1st January 2009, 11:31

Have a talk to VERO, AMI was way too expensive even with no claims discounts and multi policy etc. Vero was a lot cheaper plus I can pay monthly on the CC so I get a few card points as well :clap:

Swoop

1st January 2009, 12:23

Kiwibike is a pain in the ass.
You phone up Dave and chat away... "bikes this, bikes that, yadda, yadda", "oh, about such and such with the policy..." *hear tapping on a keyboard in the background* "yeah, that's done. Have you ever ridden xyz type of bike?"... "bikes this, bikes that, yadda, yadda..."

Takes bloody ages!:rofl::rofl:

Never had a problem with them.
Saved me about $300- compared to AMI.:Punk:

TerminalAddict

1st January 2009, 13:05

The new girl .. maybe rebecca ?!?!? is confused, and confusing

I got sent a new direct debit form from her that was $23 / month more expensive than the quoted figure, when I called I was told by "new girl" that If I did not sign and return I would not be covered.

So I promptly rung swann and asked "are we cool? do I need to do anything"
The response was "we are all cool sir".

After I explained the situation to them they asked me to fax a copy of all the stuff "new girl" from kiwibike had sent me so swann could start an investigation ... bit sad really, as my initial dealings with Dave and Donna were excellent and painless.

Edit: I really hope Dave and Donna read this thread !!!!

Usarka

1st January 2009, 13:10

Edit: I really hope Dave and Donna read this thread !!!!

Flick them a note. I'm sure as business owners they'd rather hear about it directly :yes:

sinfull

1st January 2009, 13:43

Flick them a note. I'm sure as business owners they'd rather hear about it directly :yes:

+1 on that !
I have had no problems at all with kiwibike ! From never having any sort of cover, to 3 bikes with full cover including track days (most events)
Had a querie regarding cover on one bike, that i hadn't used for a while (rego on hold) and had committed to the track, so emailed them !
Had a responce from them within a couple of days, WITH the answer from the insurers, No cover while rego on hold ! Sweet, cancel my cover for that bike i email back !
To which dave responded with a viable option to cover the track bike for theft fire and transit !
All handled promptly and efficiantly ! Direct payments were altered to suit new cover (just checked lol)
I hope to never experience thier claims side of things ! But going from what i have heard i will like it, as i DO NOT enjoy the paper trail and they are said to be good at taking controll of that issue for you !

Someone new to the business and obviously in training drops the ball a couple of times ! Ya gonna get that in any business !
Would say they'd like to read the thread, so as to decide if any damage controll could/should be actioned !

Swoop

1st January 2009, 14:58

Edit: I really hope Dave and Donna read this thread !!!!
I'm sure they will...:eek:

fireliv

1st January 2009, 15:38

Well I guess I am going to be another to burst the "I love Kiwibike" chant. I most definatly dont.

I find Dave to be absentminded. I have had to chase things up with him so many times. He tells me he has contacted this person and that person regarding claims, but when I contact them directly they say he hasnt. Says he going to send out stuff, to this date I am still waiting for something that I requested from him 6 months ago, in writing and over the phone. He just fobs me off. Basicly didnt want to do the leg work on our claim and couldnt be bothered dealing with me. Until I threatened legal action with his name at the top of the list he just didnt care.

To make it worst, a friend had just brought a bike prior to the accident and I recommeded Kiwibike to them. His policy has had to be reset 3 times because they never sent out the paperwork. He gave up on them because of unorganisation and went somewhere else. Kiwibike made me to look like a fool and I am most definatly not impressed by them or there service.