As a Range Rover L405 owner, I wanted to share my frustrating ongoing battle with Warranty Wise regarding two major issues: the oil cooler and the auxiliary water pump/thermostat/heater valve assembly. If you’re dealing with warranty claims or considering buying one, here’s a breakdown of what’s happened so far and why I’m fighting back.

1. The Oil Cooler:
My garage diagnosed the failure, provided a detailed quote, and referenced the necessary labor time (6.1 hours, as confirmed by Haynes Pro). However, Warranty Wise initially offered just 30% of the repair cost, citing discrepancies in labour time and exclusions for associated gaskets.

What’s Approved So Far:
Warranty Wise has now agreed to cover the oil cooler itself but continues to deny coverage for essential items like gaskets and seals. Their reasoning? These parts are “non-mechanical” and therefore excluded. However, failing to replace gaskets during oil cooler repairs risks future leaks and damage, making this an unreasonable stance. But by denying gaskets they can also reduce the workshop hours they have to pay - the oil cooler itself is 2.2 hours to fit, but with the gasket is 6.2 hours. also, by reducing the labour time, they potentially avoid paying for a hire car because this only kicks in for jobs over 6 hours.

Motor Ombudsman Precedent:
A similar case reviewed by the Motor Ombudsman found that gaskets and seals are essential to repairing covered components and should therefore be included unless explicitly excluded in the policy. (You can read about it here https://www.themotorombudsman.org/case-stu...20repair.)

2. Auxiliary Water Pump/Thermostat/Heater Valve
This issue involves multiple components, including the auxiliary water pump, thermostat, and heater valve. Warranty Wise initially denied coverage, claiming the water pump “seized,” while also citing wear and tear as a reason for rejection.

Key Points:
Premature Failure: My vehicle is under 10 years old and has fewer than 100,000 miles with a full-service history. Under Warranty Wise’s own terms, failures due to premature ageing or wear are covered. The water pump’s failure fits this definition and should be covered.
Seized Valve Debate: The heater valve has been described as “seized” by Warranty Wise. However, my garage has clarified that this may be a mechanical failure or normal wear, both of which should be covered under their terms. The vague use of “seized” seems more like a convenient excuse to deny coverage.
Thermostat Approved: After escalation, Warranty Wise agreed to cover the thermostat replacement, including parts and labor. This was a small win but came only after an “admin error” initially excluded it.

Deny, Delay, Defend: A Familiar Strategy
Warranty Wise has made this claim process incredibly difficult, employing tactics that feel like a classic case of “deny, delay, defend.” Their refusal to cover essential components like gaskets, as well as their inconsistent application of policy terms, undermines the purpose of having a warranty in the first place.

Next Steps and Advice for Fellow Owners
If you’re facing similar issues with your warranty provider, here’s my advice:

Know Your Policy: Read the terms carefully and reference specific clauses in your correspondence.
Challenge “Seized” and “Wear” Claims: These terms are often used vaguely. Demand detailed explanations and supporting evidence. Ask for a clear definition of the terms. Warranty Wise for example does not define what seized actually means. Legally it's therefore hard for them to defend their denial.
Highlight Precedents: Use rulings like the Motor Ombudsman case to strengthen your position.
Escalate if Necessary: If you’re not getting anywhere, escalate to senior team members or even regulatory bodies like the Motor Ombudsman.

It’s why we’re all so sceptical in buying aftermarket warranties, quick enough to take the money for the policy but a whole different ball game when it comes to paying out.

To try and justify not renewing gaskets on a job like an oil cooler just makes them look rather silly, but I don’t suppose that worries them in the slightest, it’s all about the bottom line. Only the insurance industry gets away with such blatant miss selling.

Keep on at them, my RAC warranty finally shelled out £10k for a new engine on my Sport. It took nearly 7 months but we got there in the end.

Thanks for encouragement.

I think they will have to agree eventually.

I think when I look at the gasket cost you think it’s only £20 but don’t realise it takes four hours to strip and fit the gasket.

Andrew --
On my third Full Fat RR

As a general point I’ve learned that whenever dealing with Warranties, Insurance,Police etc. NEVER volunteer any information or answer any question that hasn’t been asked. Remember that anything you say could be used against you.

totally agree --
On my third Full Fat RR

Which plan do you have with Warranty Wise? I have the 06/60 cover and they covered everything for my Oil cooler replacement except for engine oil.

Edit: Sorry, I realise I may have already asked you this in another thread? _______________________________________________

2019 4.4 V8 Diesel Range Rover Autobiography, Byron Blue

I have 08/80 plan. Could u possibly pm me anything which shows that they covered gaskets and seals etc?

I think they only paid for 2.2 hours for you? Which suggests they didn’t cover your gasket being refitted. ?? --
On my third Full Fat RR

To what gasket do you refer? When replacing the oil cooler it comes with a new seal. 2012 Vogue TDV8 in Aintree green over sand

My understanding is that a new gasket should be fitted with an oiler cooler. They cost about £20. The extra labour to fit is 4 hours. I think they’re trying to claim that gaskets aren’t cover but I think this is an mis interpretation. A blown gasket prob isn’t covered but where the gasket has to be replaced when a covered item is replaced it should be. --
On my third Full Fat RR

I think some clarification is in order. The oil cooler has only one seal to renew and it comes with the new cooler. It is automatically changed as part of the job. The lower seal in this picture.

The additional 4 hours is puzzling but it may refer to something else, as yet not made clear.

Click image to enlarge

Thanks so much for the schematic. Is that for the 4.4 l405 engine?

I don’t know anything about the engines / mechanics but the garage are saying the gasket should be replaced I will show a screen shot of their Hayes professional timings. See attached.

It’s also worth noting that warranty wise say that where it’s good practice to replace gasket but isn’t essential to the repair they won’t cover it.

 --
On my third Full Fat RR

I am none the wiser. The mention of the DPF is confusing.

If all you need is the oil cooler replacing, a competent mechanic - preferably one who's done it before - with all the tools and parts to hand could replace it around two hours. It is not a six-hour job.

Remove throttle body
Remove doughnut
Undo hoses and pipes
Replace oil cooler
Reverse to refit.

The cynic in me thinks that the garage is trying to claim for extra labour to make it worthwhile/more profitable.

I hope you have it sorted to your satisfaction. 2012 Vogue TDV8 in Aintree green over sand

Thanks Toby,

That's really helpful.

I'm beginning to think the same thing.

I'm relying on what the garage is telling me.

but, and I know this is high risk - I asked Google why I would need to replace the oil cooler gasket, and the response from AI was...

Quote:

You would need to replace a Range Rover's oil cooler gasket if it becomes damaged or worn, causing oil to leak from the cooler, potentially mixing with the coolant and leading to engine overheating due to improper cooling, as the gasket's primary function is to maintain a seal between the oil system and the coolant system, preventing such leaks.

Key points about a failing oil cooler gasket:
Oil leaks:
The most noticeable sign is oil leaking around the oil cooler, often visible on the engine bay.
Coolant contamination:
If the leak is significant, oil can mix with the coolant, causing a milky appearance in the coolant reservoir.
Engine overheating:
Mixing oil and coolant can hinder the engine's cooling efficiency, leading to overheating issues.
Age and wear:
Over time, the gasket material can deteriorate due to heat and pressure, causing it to fail.

Garage inflating prices to make it worth dealing with the warranty company in my opinion.

The hardest part of the job is getting the wiper arms off if they are seized on, everything else is just basic spanner monkey

wipers off
scuttle panel off
removeable bulkhead off
remove a few pipes and connectors
Inlet / throttle body off

The oil cooler is then staring you in the face.

It comes with the gasket, think most even come with an oil filter.

I did mine on the drive in around 4 hours, a competent mechanic in a proper workshop will definitely be a lot quicker.

Again I'm confused by the DPF reference??? and also the remarks and timings for cleaning and repairing both the old and new cooler, the block needs a quick 5 minute clean up when you take the old cooler off, it's a rubber gasket so doesn't need to be scraped off etc.

one thing I would insist on even if you have to pay is new O rings on the turbo feed, common cause of oil leaks as it is nevermind disturbing it then reusing old o rings.

LR workshop booktime is 1.5 for intake remove / refit and 2 hours for oil cooler remove / refit. Add an hour for wiper / bulkhead remove / refit and you re still way under the times they are quoting. Current
2017 Range Rover Sport SVR
2001 Porsche 911 Turbo
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I didn't know about the wipers and scuttle (I was using my 332 as experience as I have done it) so yes, the 405 will be a bit longer than two hours then, but still not six.

The DPF is in the exhaust pipe after the cats so nothing to do with the engine oil cooler. 2012 Vogue TDV8 in Aintree green over sand