Auxillis - Accident Claims Management - Non Fault Claim
Discussion
surveyor said:
I’d go through LV and the Honda workshop. It’s really quite straightforward.
Did that on wife’s Honda when LV was her insurer and someone ran into the back of her. The other party’s insurer (M&S) did call but too late, so LV handled the claim and were OK about using Honda. The body shop provided a car, which was only needed while her car was in for repair.Only thing I would say is this was a few years ago, LV has changed hands now and they’re not as warm and cuddly as they used to be.
dotty said:
I’ve just found this thread after my parked car was hit by an elderly lady (whilst I was collecting anxiety medication of all things !) at the surgery car park yesterday afternoon.
My car is a 21 plate civic type r which will need a new wing by the looks of it, which is aluminium.
I am insured through admiral who closed the claim and said auxills would be dealing as it’s a none fault accident. I’ve read that they will only use their recommended body shop and I really would want this going to a Honda approved one.
The third party insurer is LV. I’d rather deal directly with them and go to a Honda approved body shop. I’ve already made contact with one and they want to see the car on Monday first thing. I spoke to LV and the incident was notified by the lady yesterday which is a relief.
How would my fellow PHers proceed with this ?
I'd do anything possible to avoid Auxillis and any of their bodyshops. We had a front wind and a bit mre done by them last year and it was an utter nightmare. Even went all the way through their complaints process and an independent arbitrator, still not resolved, still have a car with an incorrect part fitted and 2 other parts not fitted. Admiral wouldnt get involved and sort things out once it had been handed over to Auxillis.My car is a 21 plate civic type r which will need a new wing by the looks of it, which is aluminium.
I am insured through admiral who closed the claim and said auxills would be dealing as it’s a none fault accident. I’ve read that they will only use their recommended body shop and I really would want this going to a Honda approved one.
The third party insurer is LV. I’d rather deal directly with them and go to a Honda approved body shop. I’ve already made contact with one and they want to see the car on Monday first thing. I spoke to LV and the incident was notified by the lady yesterday which is a relief.
How would my fellow PHers proceed with this ?
Previously with Admiral I had the option of using a bodyshop of my choosing just with the caveat that they wouldn't guarantee the work / sort it out if it wasn't satisfactory. i'd take that option every time now.
I had this with my insurance a year ago.
I had like for like replacement car for 21 days, my car was hit by scum bag with no licence who was a neighbour who tried to flee afterwards.
His insurance as a named provisional accepted liability and I asked my insurance for a replacement car, they put me onto enterprise said no issue. I was offered a Audi A3 but they did say they were struggling for cars, I was give a Volvo XC60 hybrid T8! Enterprise didn’t tell me it was credit hire just said it was via my insurer. Wasn’t till about 16 days later they paid my losses and I said ok so 5 days to get a car and my insurer said no that’s between you and Enterprise, they provided the car on credit hire, so when they ask you to sign on a iPhone you need to read that crap as I was basically I was tucked up into credit hire and no one mentioned it.
I had like for like replacement car for 21 days, my car was hit by scum bag with no licence who was a neighbour who tried to flee afterwards.
His insurance as a named provisional accepted liability and I asked my insurance for a replacement car, they put me onto enterprise said no issue. I was offered a Audi A3 but they did say they were struggling for cars, I was give a Volvo XC60 hybrid T8! Enterprise didn’t tell me it was credit hire just said it was via my insurer. Wasn’t till about 16 days later they paid my losses and I said ok so 5 days to get a car and my insurer said no that’s between you and Enterprise, they provided the car on credit hire, so when they ask you to sign on a iPhone you need to read that crap as I was basically I was tucked up into credit hire and no one mentioned it.
buggalugs said:
^^^Same, they offered me 3 or 4 different cars saying they were struggling for cars and I was like whatever just something with 4 wheels please. Ended up in an XC60. Also had no idea what all this credit hire biz was about.
I have had credit hire and it was crystal clear when I was like 20, then after that heard some horror stories as here if the insurance resist your on the hook. I have not heard anything on mine and it’s been over a year now. Seems to be they try up market cars at high rates think mine was like 250 a day to which my insurer said it wasn’t, they paid me score compo over the saga, it’s the fact they just pass you over like they are sorting it out, but it’s a referral.If the third party insurer fight the claim for credit hire, you’re not on the hook for anything. You’re only on the hook if you stop cooperating with the hire company and their creditors.
Be ready to stand there in Court with the opposition barrister giving you the third degree about why you didn’t spend your own money on a hire car or use your own credit cards to pay for one in order to mitigate your losses.
Be ready to stand there in Court with the opposition barrister giving you the third degree about why you didn’t spend your own money on a hire car or use your own credit cards to pay for one in order to mitigate your losses.
I had to go through Auxillis recently after a no fault accident. They were only used for car hire as my insurance company organised the actual repairs (Esure - they were fantastic). Auxillis we’re supposed to provide a like for like car (I have a Octavia vRS estate). They turned up with a 1ltr Seat hatchback; without doubt the most miserable car I’ve ever driven. The company themselves were ok to deal with but the hire car was dreadful.
KungFuPanda said:
If the third party insurer fight the claim for credit hire, you’re not on the hook for anything. You’re only on the hook if you stop cooperating with the hire company and their creditors.
Be ready to stand there in Court with the opposition barrister giving you the third degree about why you didn’t spend your own money on a hire car or use your own credit cards to pay for one in order to mitigate your losses.
We seem to have got ourselves into this situation now. To say i'm annoyed at the system that allows this is an understatement.Be ready to stand there in Court with the opposition barrister giving you the third degree about why you didn’t spend your own money on a hire car or use your own credit cards to pay for one in order to mitigate your losses.
I presume the answer to that isn't "why the hell should I be out of pocket due to incompetence of the other driver".
Time for a new post on the incompetence of Auxilis - not directly related but rather than start a new thread let's add to this one.
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I had an e-mail today thanking me for reporting an accident I had last week. Except I didn't have an accident last week and didn't even leave the house on the day in question. Nobody else has access to my car and when I left the house this morning, my car was undamaged, albeit a little un-PH filthy.
Called Auxilis to be told that I had spoken to them (directly) at midday. Obviously, I had not. When I pointed that out I was told that if it wasn't me that called, then whoever did call would've used my personal information to get through the security questions
Nothing else they can tell me, other than "we'll look into it, might take a couple of days". No location, nothing other than it apparently being a fault claim.
The letter from Auxilis specifically mentioned that my broker were the party instructing Auxilis. Stress levels suitably increased, I called my my broker, and they confirmed they haven't heard from me since November (my renewal).
They then passed me to the underwriter. The underwriter was very helpful and told me that they couldn't see that I'd made a claim. It does look like someone has initiated a claim through a third party insurer, with no details yet and it's not in the underwriter's claim system beyond them being aware. Presumably someone has made an error with the registration when making a claim, happily the car is distinctive and easy to prove it wasn't me, guv. The underwriter has taken my details and if the other party doesn't realise their error, will contest it for me.
So WTF are Auxilis playing at, getting in touch with me when my underwriter and broker know next to nothing and the contact didn't come from me? Surely they ought to be waiting until they know more or I've confirmed it in person? Why on earth would they think that I'd spoken to them and given them my security details?
What a blundering bunch of bellends. Totally unprofessional.
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I had an e-mail today thanking me for reporting an accident I had last week. Except I didn't have an accident last week and didn't even leave the house on the day in question. Nobody else has access to my car and when I left the house this morning, my car was undamaged, albeit a little un-PH filthy.
Called Auxilis to be told that I had spoken to them (directly) at midday. Obviously, I had not. When I pointed that out I was told that if it wasn't me that called, then whoever did call would've used my personal information to get through the security questions
Nothing else they can tell me, other than "we'll look into it, might take a couple of days". No location, nothing other than it apparently being a fault claim.The letter from Auxilis specifically mentioned that my broker were the party instructing Auxilis. Stress levels suitably increased, I called my my broker, and they confirmed they haven't heard from me since November (my renewal).
They then passed me to the underwriter. The underwriter was very helpful and told me that they couldn't see that I'd made a claim. It does look like someone has initiated a claim through a third party insurer, with no details yet and it's not in the underwriter's claim system beyond them being aware. Presumably someone has made an error with the registration when making a claim, happily the car is distinctive and easy to prove it wasn't me, guv. The underwriter has taken my details and if the other party doesn't realise their error, will contest it for me.
So WTF are Auxilis playing at, getting in touch with me when my underwriter and broker know next to nothing and the contact didn't come from me? Surely they ought to be waiting until they know more or I've confirmed it in person? Why on earth would they think that I'd spoken to them and given them my security details?
What a blundering bunch of bellends. Totally unprofessional.
So far I don't have too much issue with the broker and underwriter, other than how slow the underwriter was to answer the call. It ought to be clear cut - relatively low volume car with obvious and uncommon modifications, and a lack of damage. But you're right, could easily be one of those 5-minute cock-ups that takes 6 months to sort out...
Has anyone "not complied" with the requests of Auxillis to be helpful in their pursuit of costs?
I am another one who is in their process. 2 years after the car was repaired they crawled out from under their rock saying that they hadn't been successful in getting their costs and that I must comply with the legal process or face the consequences.
So I have now been put in touch with Principia Law who have been incredibly slow but moving forward.
My fundamental problem with all of this is that I have to stand up in court and fight a case that I fundamentally disagree with. Surely it's a conflict of interest when Auxillis are the hiring company, yet set the pace at which the repairs happen, and set the price that they charge for the hire. I need to act in court like I agree with their position, which I don't.
If it wasn't near on 12k that they are arguing about, I would just walk away and risk the consequences.
I am another one who is in their process. 2 years after the car was repaired they crawled out from under their rock saying that they hadn't been successful in getting their costs and that I must comply with the legal process or face the consequences.
So I have now been put in touch with Principia Law who have been incredibly slow but moving forward.
My fundamental problem with all of this is that I have to stand up in court and fight a case that I fundamentally disagree with. Surely it's a conflict of interest when Auxillis are the hiring company, yet set the pace at which the repairs happen, and set the price that they charge for the hire. I need to act in court like I agree with their position, which I don't.
If it wasn't near on 12k that they are arguing about, I would just walk away and risk the consequences.
Adrian E said:
If you've got a guaranteed hire car with your policy just accept that and ignore Auxilis would be my advice. Apportionment of blame isn't a factor aside from adding to the total quantum of the claim for declaration purposes in future
I'm guessing here but some insurers definition of 'loan car' to keep you on the road IS an accident management company. I.e. they'll fob you off towards the AMC?
Under no circumstances would I use one.
Sadly I am joining this thread following an accident last year. I've read all the posts and can see a few are in the same position as I am, and I'm wondering if anyone has had any updates, or anything positive to report to the thread since their initial contribution.
After many months, of feeling very cross with myself and a lot of worry, today i have received a letter stating that Principia Law have issued formal court proceeding against Aviva Insurance Limited (due to them refusing to pay for a hire car following a no fault accident last year)
After many months, of feeling very cross with myself and a lot of worry, today i have received a letter stating that Principia Law have issued formal court proceeding against Aviva Insurance Limited (due to them refusing to pay for a hire car following a no fault accident last year)
As I've said in this thread more than once, engage with the process and accept there's some leg work involved on your part to provide financial records, to agree a witness statement with solicitors appointed on your behalf, and to attend a short hearing, and it will eventually go away. More than likely the other party will fold/offer a settlement that Auxillis will accept, to avoid the need for them to appoint a barrister to represent them at a hearing. There's nothing to fear from the process so long as you do what is required of you - doesn't matter if Auxillis 'lose' as you're not personally liable if that's the case. Liability only becomes your problem if you ignore their requests to jump through the requisite hoops......
Diving in, my car was legally and safely parked outside my house, a lady accidentally reversed into it, she admitted it was her fault. I said give me £300 and I'd get it sorted.
No, she wants her insurers AXA to deal with it, fair enough, I informed my insurance as needed.
Accident management FMG got in touch, took the details, I sent pictures for their assessment.
Received a call saying it was authorised... But first I had to take my car to them, leave it with them where they strip it and would assess again, all at my expense, no offer of collecting and leaving a car with me to use, I said no.
Told AXA I did not want to have them involved and I wanted £550 to deal with it myself, £300 repair and a week's hire car.
They got all the details......... and passed it to FMG, turns out it is authorised by them, they will not pay anything to me so my mate can not do the job, he is not registered, it's a hobby for him.
They also pay only after 60 days.
Thought my offer would have been jumped on, AXA would save plenty.
Not sure what to do next... Maybe just get my insurance to chase them.
I did ask one recommended paint shop to quote, they will have nothing to do with FMG as they have waited up to 90 days for payment.
No, she wants her insurers AXA to deal with it, fair enough, I informed my insurance as needed.
Accident management FMG got in touch, took the details, I sent pictures for their assessment.
Received a call saying it was authorised... But first I had to take my car to them, leave it with them where they strip it and would assess again, all at my expense, no offer of collecting and leaving a car with me to use, I said no.
Told AXA I did not want to have them involved and I wanted £550 to deal with it myself, £300 repair and a week's hire car.
They got all the details......... and passed it to FMG, turns out it is authorised by them, they will not pay anything to me so my mate can not do the job, he is not registered, it's a hobby for him.
They also pay only after 60 days.
Thought my offer would have been jumped on, AXA would save plenty.
Not sure what to do next... Maybe just get my insurance to chase them.
I did ask one recommended paint shop to quote, they will have nothing to do with FMG as they have waited up to 90 days for payment.
That’s pretty rubbish, I’m going through similar and the dealing with TP insurer only, I’ve taken to the bodyshop of my choice for a quote which they have authorised, now booked in and they’re arranging a like for like hire car. You should expect the same, if not involve your own insurer and get them to do the legwork, you have to tel them even if you’re not claiming off them so may as well use them 
essayer said:
involve your own insurer and get them to do the legwork, you have to tel them even if you’re not claiming off them so may as well use them
Quite possibly not an option. I tried getting mine involved when FMG botched my repair. Apparently once FMG are involved the insurer has no more responsibility and can’t help out addressing any issuesI used Auxillis when my JDM Impreza STI got rear ended. It was off the road for well over 2months and was provided a 'like for like' courtesy car. I got an F40 M135i, few hundred miles on the clock. I think this was credit hire, however fault had already been accepted at the other side so didn't see much risk. Worked out for me.
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