Hello again,
I've now received a timeline of events from the claim administrator (MB&G).
Mon 20/08/2018 17:34 - You emailed a photo of the damaged alloy, to MB&G
Wed 22/08/2018 13:12 - MB&G requested an additional photo from you
Fri 24/08/2018 16:40 - You email MB&G (with the photo?) and chasing a response
Fri 24/08/2018 16:59 - MB&G reply that the details were sent to the repairer (Revive-UK) the previous day and that Revive will be in touch to arrange a repair date in due course
Mon 03/09/2018 10:42 - You email MB&G advising that the repair date offered to you by Revive had been inconvenient and that you were still waiting to hear further from them in terms of an alternative date
Mon 03/09/2018 13:00 - MB&G reply telling you that they've pursued the matter with Revive-UK's Customer Services and asked that someone contact you ASAP
Tue 04/09/2018 19:45 - You email MB&G advising that the repair date offered by Revive is unacceptable and that you are unhappy with the service
Wed 05/09/2018 12:14 - MB&G grant you permission to seek out a repair agent of your own choice who might be able to complete the repair on a more convenient date for you (the repair to be covered by the policy)
Thu 13/09/2018 18:13 - You reply confirming the value of the repair and the name of the company you've chosen. Shortly after which - I'm assuming next day but the date isn't included on the information I've been sent - MB&G email you with claim authority and form to be completed with the bank details for the repairer so that they can send the appropriate payment.
On the basis of the above, it looks to me like at least initially, the delays were a result of the repairer (Revive UK) failing to contact you as efficiently as they perhaps should have done. This looks to have persisted somewhat despite MB&G chasing them on your behalf - I can only apologise for this and promise that I'll do what I can to see that this improves going forward.
In addition, it's apparent that there was clearly a conspiracy of circumstance in terms of trying to coordinate the availability of the Revive repair technician covering your area, with your own availability. As a result of which MB&G offered to allow you to seek out a repairer local to you who might have availability that would be more suitable. So far as I understand, save for the delay in you then coming back with confirmation of who you'd chosen and the cost quoted, I understand the claim then proceeded without hitch.
Whilst the apparent delays in suggesting a repair date to you can almost certainly be improved upon - and I'll have the necessary discussions with a view to making that happen - I'm not sure what more could have been done in terms of coordinating a repair date taking in to account the availability of both yourself and the Revive-UK technician in your area. I believe that MB&G took the best course of action to successfully complete the claim once you made it clear to them that the only date offered by the technician, was not suitable.
Aside from the initial delay in Revive-UK getting back to you, if you have any specific suggestion(s) as to how the claim process could have been expedited, I'd be glad to receive them and will discuss their potential with the appropriate personnel.
Best wishes
David
