Previously, all damaged tyres were returned to Michelin’s facility in Stoke-on-Trent for verification before claims were accepted – which could take up to 28 days. Now, customers receive a credit note within days of registering a claim.
National sales manager Jason Cooper says: “We will still be verifying all claims, but the process has been streamlined to ensure any reimbursements due go to the customers far quicker. Based on four years of data, we’re confident there will be very few issues – and the customer experience will be significantly improved.”
In the 12 months ending 30 June 2020, Michelin received just 769 eligible claims for damage under its free accidental damage guarantee – from nearly 120,000 entitled truck and bus tyres sold in the UK and Ireland, a claim rate of 0.65%.
Michelin’s guarantee promises to refund vehicle operators for accidental damage suffered before a tyre is 50% worn, and covers tyres purchased as replacement products or as original equipment on new vehicles or trailers.
The Michelin X Multi guarantee for regional tread patterns covers 60 bus, coach and truck tyre sizes, including all new X Multi, X Multi Energy, X Multi HD and X MultiWay regional tyres, in all available sizes. An X Works and X Works HD guarantee is also available for truck tyres used in on/off-road applications, covering 21 sizes, plus a further three sizes of Michelin Remix retread tyres.
‘Accidental damage’ is defined by Michelin as an impact occurring to a registered tyre which makes it unusable. The policies exclude damage suffered through road accidents, acts of vandalism, fire and natural disasters. Not covered either is flat spotting damage due to brake locking.