How to complain about/report car insurance company
Discussion
I have recently had a bad experience with my car insurance company. Not allowed to name names because PH is American owned and therefore terrified of litigation.
The incident was a no fault claim on my part, I was driving on a country lane (1 and a half car width) saw another car approaching and pulled up to squeeze past. The other car didn't stop, and ended up buried in the hedge down the left hand side of my vehicle, causing severe but repairable damage to my frame and bulkhead (classic landrover). There were no witnesses but I did take photographs.
Anyway, for various reasons, I repaired my vehicle myself and submitted a claim to my insurance company. They have subsequently been informed by the insurers of the other vehicle involved that they do not think their client is at fault and therefore I am liable for all my own costs. My insurer has evidently just rolled over and accepted this. Is there anything further I can do? I had a similar issue following an accident in the early 90s, that went to court and the court found in my favour.
The incident was a no fault claim on my part, I was driving on a country lane (1 and a half car width) saw another car approaching and pulled up to squeeze past. The other car didn't stop, and ended up buried in the hedge down the left hand side of my vehicle, causing severe but repairable damage to my frame and bulkhead (classic landrover). There were no witnesses but I did take photographs.
Anyway, for various reasons, I repaired my vehicle myself and submitted a claim to my insurance company. They have subsequently been informed by the insurers of the other vehicle involved that they do not think their client is at fault and therefore I am liable for all my own costs. My insurer has evidently just rolled over and accepted this. Is there anything further I can do? I had a similar issue following an accident in the early 90s, that went to court and the court found in my favour.
Newarch said:
I have recently had a bad experience with my car insurance company. Not allowed to name names because PH is American owned and therefore terrified of litigation.
Sorry to hear about this, I think the insurance ombudsman is where I would try.The PH no name and shame rule predates the American ownership.
vaud said:
Did you notify your insurer after the accident and inform them that you would like to repair it yourself and submit the costs?
Yes and they agreed to this. The reason I did this is because it was within my capabilities, its an old vehicle I've owned for 30 years and I was slightly worried about the insurance company taking the vehicle away and then writing it off or spending months repairing it. Could you clarify the circumstances?
Does this mean you were stationary?
Or was it a case of seeing a car coming the other way so you pulled over into the hedge, the other car drove past, there was no contact between you and they did not stop?
Newarch said:
I was driving on a country lane (1 and a half car width) saw another car approaching and pulled up to squeeze past.
Does this mean you were stationary?
Newarch said:
The other car didn't stop, and ended up buried in the hedge down the left hand side of my vehicle
If the other car didn't stop then how did it end up buried in the hedge on your left hand side?Or was it a case of seeing a car coming the other way so you pulled over into the hedge, the other car drove past, there was no contact between you and they did not stop?
ralphrj said:
Could you clarify the circumstances?
Does this mean you were stationary?
Or was it a case of seeing a car coming the other way so you pulled over into the hedge, the other car drove past, there was no contact between you and they did not stop?
I was stationary, I'd stopped because I saw the other car coming towards me.Newarch said:
I was driving on a country lane (1 and a half car width) saw another car approaching and pulled up to squeeze past.
Does this mean you were stationary?
Newarch said:
The other car didn't stop, and ended up buried in the hedge down the left hand side of my vehicle
If the other car didn't stop then how did it end up buried in the hedge on your left hand side?Or was it a case of seeing a car coming the other way so you pulled over into the hedge, the other car drove past, there was no contact between you and they did not stop?
The photo sort of shows what happened, the other driver was going a bit too fast, braked sharply veered across the road and buried her car in the hedge, having gone through my vehicle first.
Wow!
Now I get what you meant by "the other car didn't stop" - I had interpreted that as meaning that the other car simply drove away which didn't seem to make sense.
You say that you have complained to your insurers twice. Presumably at least one of those was in writing and got a written response from the insurer. What reasons did they give for not attempting to reclaim your costs from the other party?
Now I get what you meant by "the other car didn't stop" - I had interpreted that as meaning that the other car simply drove away which didn't seem to make sense.
You say that you have complained to your insurers twice. Presumably at least one of those was in writing and got a written response from the insurer. What reasons did they give for not attempting to reclaim your costs from the other party?
ralphrj said:
Wow!
Now I get what you meant by "the other car didn't stop" - I had interpreted that as meaning that the other car simply drove away which didn't seem to make sense.
You say that you have complained to your insurers twice. Presumably at least one of those was in writing and got a written response from the insurer. What reasons did they give for not attempting to reclaim your costs from the other party?
They haven't given any reasons, they simply stated that the other party have decided they were not at fault and I would be liable for my own repairs. I can't really fathom why they're unwilling to push back against this.Now I get what you meant by "the other car didn't stop" - I had interpreted that as meaning that the other car simply drove away which didn't seem to make sense.
You say that you have complained to your insurers twice. Presumably at least one of those was in writing and got a written response from the insurer. What reasons did they give for not attempting to reclaim your costs from the other party?
The damage was actually rather worse than the photo suggests, chassis bent 2" sideways and 1" up on the left hand side, bulkhead pushed back, wing destroyed and bonnet damaged.
I wonder if the issue is that as you repaired the vehicle yourself then (unless you have legal expenses cover as part of your policy) there is no loss to your insurer and therefore no action for them to take.
Have you made a claim directly to the other parties insurers that included a copy of that photograph? If you don't have the details of their insurer but you have the name and address of the other party then you could file a claim in the small claims court.
Have you made a claim directly to the other parties insurers that included a copy of that photograph? If you don't have the details of their insurer but you have the name and address of the other party then you could file a claim in the small claims court.
Newarch said:
They haven't given any reasons, they simply stated that the other party have decided they were not at fault and I would be liable for my own repairs.
That's what the other insurance company have said. They will not pay for your repairs.But presumably you are comprehensively insured, so your insurance company will pay out, regardless of who is at fault?
ralphrj said:
I wonder if the issue is that as you repaired the vehicle yourself then (unless you have legal expenses cover as part of your policy) there is no loss to your insurer and therefore no action for them to take.
Have you made a claim directly to the other parties insurers that included a copy of that photograph? If you don't have the details of their insurer but you have the name and address of the other party then you could file a claim in the small claims court.
I/they did agree something called a payment in lieu of repairs before carrying out any repair work. The problem is that because I am considered to be liable a sizeable chunk of this is going on my excess.Have you made a claim directly to the other parties insurers that included a copy of that photograph? If you don't have the details of their insurer but you have the name and address of the other party then you could file a claim in the small claims court.
I might try applying directly to the other insurer. The problem I suspect is lack of communication between the two companies. I suspect the third partie's insurance company received a rather gilded account of what occurred from their own driver and have decided, with the lack of any witnesses that there is no case to answer.
Newarch said:
I was stationary, I'd stopped because I saw the other car coming towards me.
The photo sort of shows what happened, the other driver was going a bit too fast, braked sharply veered across the road and buried her car in the hedge, having gone through my vehicle first.
JFC! The photo sort of shows what happened, the other driver was going a bit too fast, braked sharply veered across the road and buried her car in the hedge, having gone through my vehicle first.
That needs adding to the "They walk amongst us" thread.
The only use of your own insurer is claiming on your own policy.
As evidenced by this experience, they will rarely bother their arse for much else.
Just claim direct from the other company. The only issue remaining will be the penalties your insurer will charge you despite you doing their job for them.
As evidenced by this experience, they will rarely bother their arse for much else.
Just claim direct from the other company. The only issue remaining will be the penalties your insurer will charge you despite you doing their job for them.
Newarch said:
I/they did agree something called a payment in lieu of repairs before carrying out any repair work. The problem is that because I am considered to be liable a sizeable chunk of this is going on my excess.
I might try applying directly to the other insurer. The problem I suspect is lack of communication between the two companies. I suspect the third partie's insurance company received a rather gilded account of what occurred from their own driver and have decided, with the lack of any witnesses that there is no case to answer.
OK, so your insurer is saying it is 50:50. This is probably a default answer for a collision on a narrow road with no witnesses. However, I think that your photo makes it hard/impossible for the other party to deny fault.I might try applying directly to the other insurer. The problem I suspect is lack of communication between the two companies. I suspect the third partie's insurance company received a rather gilded account of what occurred from their own driver and have decided, with the lack of any witnesses that there is no case to answer.
I think you have 2 options:
1. File a complaint with the Insurance Ombudsman that your insurer has not made a fair decision when they decided to not pursue the other party.
2. File a claim directly against the other party including that picture (and any others). They will pass it to their insurers to deal with. I doubt their insurer has seen that picture before.
Dave. said:
Newarch said:
I was stationary, I'd stopped because I saw the other car coming towards me.
The photo sort of shows what happened, the other driver was going a bit too fast, braked sharply veered across the road and buried her car in the hedge, having gone through my vehicle first.
JFC! The photo sort of shows what happened, the other driver was going a bit too fast, braked sharply veered across the road and buried her car in the hedge, having gone through my vehicle first.
That needs adding to the "They walk amongst us" thread.
ralphrj said:
OK, so your insurer is saying it is 50:50. This is probably a default answer for a collision on a narrow road with no witnesses. However, I think that your photo makes it hard/impossible for the other party to deny fault.
I think you have 2 options:
1. File a complaint with the Insurance Ombudsman that your insurer has not made a fair decision when they decided to not pursue the other party.
2. File a claim directly against the other party including that picture (and any others). They will pass it to their insurers to deal with. I doubt their insurer has seen that picture before.
Yes thank you that is very clear.I think you have 2 options:
1. File a complaint with the Insurance Ombudsman that your insurer has not made a fair decision when they decided to not pursue the other party.
2. File a claim directly against the other party including that picture (and any others). They will pass it to their insurers to deal with. I doubt their insurer has seen that picture before.
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