Insurance offer for crap service

[BubblesNW]

My daughter had an accident which was her fault. The problem which has occurred is due to the incompetence of the insurance company, recovery service, garage etc.

She was informed that the RAC recovery would be on site within 90 minutes - unaccompanied young female at night etc - they arrived after 3 hours. Once the car was recovered we she was told a courtesy car would be supplied once the damaged car was at the repair garage. They then lost the car for a week so she was provided with a hire car. The hire car company told her that she would need to take out additional insurance at £10 per day as any damage would incur a minimum £1000 charge. She also told them that she would like a small car (VW Up! was being repaired) and they provided a Dacia Duster 4 x 4 diesel which had no parking sensors and terrified her to drive it, she's only been driving 9 months.

The insurance company initiated a formal complaint themselves as they realised the service was unacceptable.

They have now offered to pay the additional insurance costs, the diesel for the Dacia Duster and £150 for inconvenience. What do you think? Is this a reasonable offer?

[Devil2575]

Sounds like good service to resolve the bad service to me.

I'd be happy.

[Lumpyuk]

take it

[Jim1556]

Devil2575 said:

Sounds like good service to resolve the bad service to me.

I'd be happy.

+ 1000

I'd take it and be happy - the acid test of customer service is when things go wrong. The company involved clearly want to make amends...

[anonymous-user]

Take it. At the end of the day all they have done wrong is 'mislay' your car for a week. A damage excess on a hire car is normal and the Duster is hardly a 'big' car.

They've served you well IMO, other than losing the car, of course.

[ymwoods]

Good service that is seeing as you say they did it off their own back too.

[Benbay001]

I would chew their hand off. That seems very generous on their part!

[DaveH23]

As you seem a bit unsure OP what is your expectation?

[Vaud]

Take it.

[BubblesNW]

I had no expectation as I'm not experienced in these matters. Thanks all for your input, I think we will be taking the offer.

[Ginge R]

BubblesNW said:

My daughter had an accident which was her fault. The problem which has occurred is due to the incompetence of the insurance company, recovery service, garage etc.

She was informed that the RAC recovery would be on site within 90 minutes - unaccompanied young female at night etc - they arrived after 3 hours. Once the car was recovered we she was told a courtesy car would be supplied once the damaged car was at the repair garage. They then lost the car for a week so she was provided with a hire car. The hire car company told her that she would need to take out additional insurance at £10 per day as any damage would incur a minimum £1000 charge. She also told them that she would like a small car (VW Up! was being repaired) and they provided a Dacia Duster 4 x 4 diesel which had no parking sensors and terrified her to drive it, she's only been driving 9 months.

The insurance company initiated a formal complaint themselves as they realised the service was unacceptable.

They have now offered to pay the additional insurance costs, the diesel for the Dacia Duster and £150 for inconvenience. What do you think? Is this a reasonable offer?

By accepting this offer you are not automatically binding yourself to not reporting the matter to the Financial Ombudsman. In fact, if the offer was originated by them and if you haven't complained, you don't have much to lose. I would make sure though, that you make it clear you reserve your right to make a complaint at a later stage if circumstances suggest you stand to fairly benefit from making that subsequent complaint.

In effect, and if I'm reading it correctly, the clock hasn't even started ticking, the offer is one of good faith on the companies part and not in response to a complaint. My only concern would be 'why'.. why are they making an offer when they don't have to? On the surface of it, they seem to have acted promptly and fairly. Just make sure to keep your options open.

[photosnob]

Next time I have an accident I will make sure to explain I'm a lone male and need priority service. I'll also take out waiver insurance and then complain I didn't know what I was doing. Finally I will explain I need a big car because I'm scared off small ones on the motorway and that it needs cruise and air con otherwise I won't be able to drive it.

If my insurance company/and the company repairing my car don't agree I'll expect compensation.

What a complete joke.

[Devil2575]

photosnob said:

Next time I have an accident I will make sure to explain I'm a lone male and need priority service. I'll also take out waiver insurance and then complain I didn't know what I was doing. Finally I will explain I need a big car because I'm scared off small ones on the motorway and that it needs cruise and air con otherwise I won't be able to drive it.

If my insurance company/and the company repairing my car don't agree I'll expect compensation.

What a complete joke.

Don't be a bellend.

[thescamper]

Devil2575 said:

photosnob said:

Next time I have an accident I will make sure to explain I'm a lone male and need priority service. I'll also take out waiver insurance and then complain I didn't know what I was doing. Finally I will explain I need a big car because I'm scared off small ones on the motorway and that it needs cruise and air con otherwise I won't be able to drive it.

If my insurance company/and the company repairing my car don't agree I'll expect compensation.

What a complete joke.

Don't be a bellend.

+1

Photosnob why did you feel the need to even respond.

[R2T2]

photosnob said:

Next time I have an accident I will make sure to explain I'm a lone male and need priority service. I'll also take out waiver insurance and then complain I didn't know what I was doing. Finally I will explain I need a big car because I'm scared off small ones on the motorway and that it needs cruise and air con otherwise I won't be able to drive it.

If my insurance company/and the company repairing my car don't agree I'll expect compensation.

What a complete joke.

What an absolute cock-gobbler.
Completely unneeded.

OP: I'd take it!

[BubblesNW]

Thanks for writing what I was thinking about Photo knob. Yes, will be accepting.

[BubblesNW]

Thanks for writing what I was thinking about Photo knob. Yes, will be accepting.

[STW2010]

BubblesNW said:

Thanks for writing what I was thinking about Photo knob. Yes, will be accepting.

I actually thought his username was 'Photos nobs'....

[The Mad Monk]

thescamper said:

Devil2575 said:

photosnob said:

Next time I have an accident I will make sure to explain I'm a lone male and need priority service. I'll also take out waiver insurance and then complain I didn't know what I was doing. Finally I will explain I need a big car because I'm scared off small ones on the motorway and that it needs cruise and air con otherwise I won't be able to drive it.

If my insurance company/and the company repairing my car don't agree I'll expect compensation.

What a complete joke.

Don't be a bellend.

+1

Photosnob why did you feel the need to even respond.

Why did you feel the need to respond to his response?

[OllieC]

The Mad Monk said:

thescamper said:

Devil2575 said:

photosnob said:

Next time I have an accident I will make sure to explain I'm a lone male and need priority service. I'll also take out waiver insurance and then complain I didn't know what I was doing. Finally I will explain I need a big car because I'm scared off small ones on the motorway and that it needs cruise and air con otherwise I won't be able to drive it.

If my insurance company/and the company repairing my car don't agree I'll expect compensation.

What a complete joke.

Don't be a bellend.

+1

Photosnob why did you feel the need to even respond.

Why did you feel the need to respond to his response?

This response is superfluous.