Epic insurance fail, help needed
Discussion
Hello all,
Had a non fault accident last week (3rd party has admitted fault and 2 witnesses wrote statements confirming) and I'm having a terrible time with my insurance company trying to get it sorted.
They cocked up the initial recovery from the scene meaning after 2 hours of standing in the rain at the side of a wrecked car, with a 2 year old, in the dark, I eventually had to arrange my own and pay for it myself.
They have since messed up nearly all the paperwork and 2 failed recoveries (wrong vehicle sent, wrong paperwork), had statements for someone else's accident attached to my file leading to much confusion
Nearly a week after the accident I've yet to have anyone look at the car or anything arranged. I've complained till I'm blue in the face and spent getting on for 5 hours on the phone to them.
Is there any way at all I can cut my insurance company out of the process? complaining is no good and I just feel I'm getting nowhere. Every time they try and arrange something they mess up the paperwork. All I want is my car to be taken to a garage and the damage assessed!
Any and all help appreciated.
Alex
Had a non fault accident last week (3rd party has admitted fault and 2 witnesses wrote statements confirming) and I'm having a terrible time with my insurance company trying to get it sorted.
They cocked up the initial recovery from the scene meaning after 2 hours of standing in the rain at the side of a wrecked car, with a 2 year old, in the dark, I eventually had to arrange my own and pay for it myself.
They have since messed up nearly all the paperwork and 2 failed recoveries (wrong vehicle sent, wrong paperwork), had statements for someone else's accident attached to my file leading to much confusion
Nearly a week after the accident I've yet to have anyone look at the car or anything arranged. I've complained till I'm blue in the face and spent getting on for 5 hours on the phone to them.
Is there any way at all I can cut my insurance company out of the process? complaining is no good and I just feel I'm getting nowhere. Every time they try and arrange something they mess up the paperwork. All I want is my car to be taken to a garage and the damage assessed!
Any and all help appreciated.
Alex
Get it all on paper, a timeline if you like. Then a polite Formal Complaint in writing to the Chief Executive of the insurance company (you can ask for him/her/it to acknowledge receipt of your letter, and for a response by a certain date [say, 3 weeks hence] but they need a chance to respond, it all helps when the situation deteriorates further and you go to the Ombudsman as per the next paragraph 
).
If problems to the time & date of your written complaint aren't resolved satisfactorily in a timely manner, then once you've exhausted their 'complaints procedure' complain to the Insurance Ombudsman (but you can't do this until the ins co's 'comlaints procedure' HAS been exhausted, and I appreciate this won't be simple because the situation is currently ongoing
).
So - written Formal Complaint to their Chief Exec for now
. Write it this afternoon, post it tomorrow - you need to stop them messing you around ASAP...
Do everything from here on in writing. If you MUST speak to them (try to avoid this, as recorded calls get lost
) then send a letter confirming what was said etc ASAP after the conversation . Emails can also get lost and can be tampered with, but letters are a permanent record .
).If problems to the time & date of your written complaint aren't resolved satisfactorily in a timely manner, then once you've exhausted their 'complaints procedure' complain to the Insurance Ombudsman (but you can't do this until the ins co's 'comlaints procedure' HAS been exhausted, and I appreciate this won't be simple because the situation is currently ongoing
).So - written Formal Complaint to their Chief Exec for now
. Write it this afternoon, post it tomorrow - you need to stop them messing you around ASAP...Do everything from here on in writing. If you MUST speak to them (try to avoid this, as recorded calls get lost
) then send a letter confirming what was said etc ASAP after the conversation . Emails can also get lost and can be tampered with, but letters are a permanent record .You could get a claim management company to settle it for you - BUT, the cost of the accident will go skywards..
Or, you could try ringing the 3rd parties insurer... We did that once, after our insurer reckoned it would be 14 days before they could even look at the car, we rang the third parties insurance, and they were helpful, and had the car fixed within the week.
Or, you could try ringing the 3rd parties insurer... We did that once, after our insurer reckoned it would be 14 days before they could even look at the car, we rang the third parties insurance, and they were helpful, and had the car fixed within the week.
Matthen said:
You could get a claim management company to settle it for you - BUT, the cost of the accident will go skywards..
Or, you could try ringing the 3rd parties insurer... We did that once, after our insurer reckoned it would be 14 days before they could even look at the car, we rang the third parties insurance, and they were helpful, and had the car fixed within the week.
That would be my suggestion also, deal with the other persons insurance company. It shouldn't cause any problems if the other party has admitted fault and you also have independent witnesses.Or, you could try ringing the 3rd parties insurer... We did that once, after our insurer reckoned it would be 14 days before they could even look at the car, we rang the third parties insurance, and they were helpful, and had the car fixed within the week.
I defo would be making a complaint to your insurance company, the way they have handled things for you is nothing short of shameful.
Hope you get it sorted.
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