Over the last couple of weeks we have had an increasing number of enquiries from customers who have their Camper Trailer, Slide-on Camper, Caravan or Fifth Wheeler insured with us. The questions raised are with reference to our policy not providing coverage where the item is the policyholders’ primary place of residence. A good example is where for those who are lucky enough, all worldly possessions get sold up and they hit the dusty trail for an indefinite period of time. Nowhere to be, or to come back too anytime soon – dreamy isn’t it?
What you have heard is true – and it always has been. We have always had the below question in our online quoting system and it is mirrored in our phone based quote process. We also have a general exclusion in our PDS on page 18 that specifically calls out use of these items as a primary place of residence as an exclusion.
On the phone, our team will ask a few more questions to qualify your situation. For example if you have a home to come back too – then you will be fine. Going on a 3 month trip where you will be living in your camper trailer then returning to your property? No problem.
Anyway, the purpose of this article is not to hide behind a PDS or a process – we’ve not done that until now and won’t do that going forward. The reality is that the vast majority of our policies start after a phone call with one of our dozen or so call centre operators, right here in Australia (Newcastle NSW to be exact!). While we have what I think are the best four wheel drive enthusiasts – who pose as call centre operators during the day, they are human and sometimes they make mistakes.
So I invite anyone who feels they didn’t know about this exclusion and who find themselves with inadequate coverage as a result, to contact us. Our team will make good where we have made a mistake and not informed you or asked you the appropriate question when quoting you over the phone.