Ali

We’re sorry to hear that you found the process frustrating and appreciate you sharing your experience.

We understand how disappointing it can be when booking into a nominated garage doesn’t go as smoothly as expected. While Platinum cover provides a high level of protection, diagnostic checks are usually payable upfront, as these are required to identify the cause of a fault before a claim can be assessed under the policy terms.

That said, we recognise your comments around expectations and inconvenience, and feedback like this helps us review both our garage network experience and how costs are explained to customers.

If you’d like us to look into your booking or discuss the charges in more detail, please contact our customer service team directly with your policy or claim reference and we’ll be happy to help.