3 unacceptable insurance repairs - what next?
Discussion
My bad luck continues and after 3 repairs my car is still not repaired to the appropriate standard - something both I and the insurer agree.
The insurer is suggesting I choose my own repairer. Firstly I don't want any responsibility for selecting a repairer in case there are any issues with quality, secondly I don't know any quality repairers I would trust.
What would PH do?
Some background.
Car had a light front end, needed bumper, undertray, arch liner. The 1st repairer did not replace the broken undertray or liner, the paint match was poor with fluff/dust in the paint and and they marked /scratched the car in a number of places. Repair was ~5 weeks. Insurer was happy to have whole job redone.
It was then taken to my insurers 'prestige' repairer for a second attempt, including a paint correction to remove marks from first time. This time there was crazing in the paint, a few new chips to the bonnet, they had scuffed an alloy and dented a door. You can see machine polish marks on the car, think it's residue from the correction, but on a black car it stands out hugely. Repair was ~5 weeks. Insurer was happy to have whole job redone.
In the meantime my wife was caught in a pile up, very light again but similar front end damage. Repairer was authorised to do full repair plus replace wheel, take dent out of door, they were also told by the insurance full history and to make sure it was right first time - it wasn't. Paint has artifacts in, freshly painted panels are scratched, every painted panel looks to need repainting. Repair has been over 4 weeks again. Insurer is sending the assessor to review, from the photos they agree it is not acceptable, and their suggestion is to find my own repairer...
The insurer is suggesting I choose my own repairer. Firstly I don't want any responsibility for selecting a repairer in case there are any issues with quality, secondly I don't know any quality repairers I would trust.
What would PH do?
Some background.
Car had a light front end, needed bumper, undertray, arch liner. The 1st repairer did not replace the broken undertray or liner, the paint match was poor with fluff/dust in the paint and and they marked /scratched the car in a number of places. Repair was ~5 weeks. Insurer was happy to have whole job redone.
It was then taken to my insurers 'prestige' repairer for a second attempt, including a paint correction to remove marks from first time. This time there was crazing in the paint, a few new chips to the bonnet, they had scuffed an alloy and dented a door. You can see machine polish marks on the car, think it's residue from the correction, but on a black car it stands out hugely. Repair was ~5 weeks. Insurer was happy to have whole job redone.
In the meantime my wife was caught in a pile up, very light again but similar front end damage. Repairer was authorised to do full repair plus replace wheel, take dent out of door, they were also told by the insurance full history and to make sure it was right first time - it wasn't. Paint has artifacts in, freshly painted panels are scratched, every painted panel looks to need repainting. Repair has been over 4 weeks again. Insurer is sending the assessor to review, from the photos they agree it is not acceptable, and their suggestion is to find my own repairer...
boombang said:
My bad luck continues and after 3 repairs my car is still not repaired to the appropriate standard - something both I and the insurer agree.
The insurer is suggesting I choose my own repairer. Firstly I don't want any responsibility for selecting a repairer in case there are any issues with quality, secondly I don't know any quality repairers I would trust.
What would PH do?
Some background.
Car had a light front end, needed bumper, undertray, arch liner. The 1st repairer did not replace the broken undertray or liner, the paint match was poor with fluff/dust in the paint and and they marked /scratched the car in a number of places. Repair was ~5 weeks. Insurer was happy to have whole job redone.
It was then taken to my insurers 'prestige' repairer for a second attempt, including a paint correction to remove marks from first time. This time there was crazing in the paint, a few new chips to the bonnet, they had scuffed an alloy and dented a door. You can see machine polish marks on the car, think it's residue from the correction, but on a black car it stands out hugely. Repair was ~5 weeks. Insurer was happy to have whole job redone.
In the meantime my wife was caught in a pile up, very light again but similar front end damage. Repairer was authorised to do full repair plus replace wheel, take dent out of door, they were also told by the insurance full history and to make sure it was right first time - it wasn't. Paint has artifacts in, freshly painted panels are scratched, every painted panel looks to need repainting. Repair has been over 4 weeks again. Insurer is sending the assessor to review, from the photos they agree it is not acceptable, and their suggestion is to find my own repairer...
Sounds like you have two options, let the insurance keep trying to fix it, or choose your own repairer (which you say you don't want to do?). What do you want to happen?The insurer is suggesting I choose my own repairer. Firstly I don't want any responsibility for selecting a repairer in case there are any issues with quality, secondly I don't know any quality repairers I would trust.
What would PH do?
Some background.
Car had a light front end, needed bumper, undertray, arch liner. The 1st repairer did not replace the broken undertray or liner, the paint match was poor with fluff/dust in the paint and and they marked /scratched the car in a number of places. Repair was ~5 weeks. Insurer was happy to have whole job redone.
It was then taken to my insurers 'prestige' repairer for a second attempt, including a paint correction to remove marks from first time. This time there was crazing in the paint, a few new chips to the bonnet, they had scuffed an alloy and dented a door. You can see machine polish marks on the car, think it's residue from the correction, but on a black car it stands out hugely. Repair was ~5 weeks. Insurer was happy to have whole job redone.
In the meantime my wife was caught in a pile up, very light again but similar front end damage. Repairer was authorised to do full repair plus replace wheel, take dent out of door, they were also told by the insurance full history and to make sure it was right first time - it wasn't. Paint has artifacts in, freshly painted panels are scratched, every painted panel looks to need repainting. Repair has been over 4 weeks again. Insurer is sending the assessor to review, from the photos they agree it is not acceptable, and their suggestion is to find my own repairer...
If you post where you are and I'm sure you'll get some recommendations.
deggles said:
Sounds like you have two options, let the insurance keep trying to fix it, or choose your own repairer (which you say you don't want to do?). What do you want to happen?
I'd really like the insurer to sort - lifetime warranty on repairs and if it isn't up to scratch (no pun intended) it's on them to put right. I'm genuinely concerned if I use a 3rd party it will be a s
t job and I'll be lumped as I chose them. According to my policy documents I won't get a 'hire car' if nominate a repairer and can't be without a car for another month, and I'll pay another £200 excess - that's probably two items for discussion given it's putting right issues their repairer caused.
I'm in South Essex but willing to travel for a decent repair.
boombang said:
deggles said:
Sounds like you have two options, let the insurance keep trying to fix it, or choose your own repairer (which you say you don't want to do?). What do you want to happen?
I'd really like the insurer to sort - lifetime warranty on repairs and if it isn't up to scratch (no pun intended) it's on them to put right. I'm genuinely concerned if I use a 3rd party it will be a st job and I'll be lumped as I chose them. According to my policy documents I won't get a 'hire car' if nominate a repairer and can't be without a car for another month, and I'll pay another £200 excess - that's probably two items for discussion given it's putting right issues their repairer caused.
I'm in South Essex but willing to travel for a decent repair.
Only other suggestion I can think of is asking for a cash payment to end it all. Then you can get the car done (or not) as and when you have time.
Letting them take care of it will always be the best option as they then only argue with themselves/their contractors and not you.
boombang said:
My bad luck continues and after 3 repairs my car is still not repaired to the appropriate standard - something both I and the insurer agree.
The insurer is suggesting I choose my own repairer. Firstly I don't want any responsibility for selecting a repairer in case there are any issues with quality, secondly I don't know any quality repairers I would trust.
What would PH do?
Some background.
Car had a light front end, needed bumper, undertray, arch liner. The 1st repairer did not replace the broken undertray or liner, the paint match was poor with fluff/dust in the paint and and they marked /scratched the car in a number of places. Repair was ~5 weeks. Insurer was happy to have whole job redone.
It was then taken to my insurers 'prestige' repairer for a second attempt, including a paint correction to remove marks from first time. This time there was crazing in the paint, a few new chips to the bonnet, they had scuffed an alloy and dented a door. You can see machine polish marks on the car, think it's residue from the correction, but on a black car it stands out hugely. Repair was ~5 weeks. Insurer was happy to have whole job redone.
In the meantime my wife was caught in a pile up, very light again but similar front end damage. Repairer was authorised to do full repair plus replace wheel, take dent out of door, they were also told by the insurance full history and to make sure it was right first time - it wasn't. Paint has artifacts in, freshly painted panels are scratched, every painted panel looks to need repainting. Repair has been over 4 weeks again. Insurer is sending the assessor to review, from the photos they agree it is not acceptable, and their suggestion is to find my own repairer...
I'd refuse to choose, for the reasons you give. They're the experts and should have a whole network of trusted repairers. You would just be taking a total leap of faith. The insurer is suggesting I choose my own repairer. Firstly I don't want any responsibility for selecting a repairer in case there are any issues with quality, secondly I don't know any quality repairers I would trust.
What would PH do?
Some background.
Car had a light front end, needed bumper, undertray, arch liner. The 1st repairer did not replace the broken undertray or liner, the paint match was poor with fluff/dust in the paint and and they marked /scratched the car in a number of places. Repair was ~5 weeks. Insurer was happy to have whole job redone.
It was then taken to my insurers 'prestige' repairer for a second attempt, including a paint correction to remove marks from first time. This time there was crazing in the paint, a few new chips to the bonnet, they had scuffed an alloy and dented a door. You can see machine polish marks on the car, think it's residue from the correction, but on a black car it stands out hugely. Repair was ~5 weeks. Insurer was happy to have whole job redone.
In the meantime my wife was caught in a pile up, very light again but similar front end damage. Repairer was authorised to do full repair plus replace wheel, take dent out of door, they were also told by the insurance full history and to make sure it was right first time - it wasn't. Paint has artifacts in, freshly painted panels are scratched, every painted panel looks to need repainting. Repair has been over 4 weeks again. Insurer is sending the assessor to review, from the photos they agree it is not acceptable, and their suggestion is to find my own repairer...
Time to politely ask for their complaints policy, and ensure they are aware that unless it is sorted to an acceptable level, you'll be escalating to the Financial Ombudsman Service for insurance https://www.financial-ombudsman.org.uk/consumers/c... .
jondude said:
boombang said:
deggles said:
Sounds like you have two options, let the insurance keep trying to fix it, or choose your own repairer (which you say you don't want to do?). What do you want to happen?
I'd really like the insurer to sort - lifetime warranty on repairs and if it isn't up to scratch (no pun intended) it's on them to put right. I'm genuinely concerned if I use a 3rd party it will be a st job and I'll be lumped as I chose them. According to my policy documents I won't get a 'hire car' if nominate a repairer and can't be without a car for another month, and I'll pay another £200 excess - that's probably two items for discussion given it's putting right issues their repairer caused.
I'm in South Essex but willing to travel for a decent repair.
Only other suggestion I can think of is asking for a cash payment to end it all. Then you can get the car done (or not) as and when you have time.
Letting them take care of it will always be the best option as they then only argue with themselves/their contractors and not you.
You may 'suggest' another repairer after doing your own research, BUT, the Insurers will need to Approve this new company themselves, as part of their own system, before any work is done. You've pointed out the dangers of Insurer putting any liability on you.
They are making the mistakes, & need to sort themselves out. Main thing is that you get quality repairs done, are not out of pocket, & don't have to spend lots of time correcting their mistakes.
Get everything in writing.
They are a very well known mainstream insurer with awards and Defaqto 5 star rating, they make a large number of claims about their approved repairers and above all say 'we'll put things right' and talk about the car being as good as it was before the accident.
'If you don't use an **** Recommended Repairer you will need to pay an additional £200 excess and we can't offer a courtesy car (if you have this cover) or warranty on the repairs.' is one of the statements that means I want to insist they repair.
I guess at this or any point can I force them to keep repairing until it's perfect, or at any point (without it stating in their terms) can they decide I need to get it fixed elsewhere? None of this is hard for a decent bodyshop, let alone three of them.
'If you don't use an **** Recommended Repairer you will need to pay an additional £200 excess and we can't offer a courtesy car (if you have this cover) or warranty on the repairs.' is one of the statements that means I want to insist they repair.
I guess at this or any point can I force them to keep repairing until it's perfect, or at any point (without it stating in their terms) can they decide I need to get it fixed elsewhere? None of this is hard for a decent bodyshop, let alone three of them.
Keep pushing for them to repair, & copy in their customer services dept. No doubt you used them due to their claimed high ratings/&/or recommendations from others, which they need to honour. They say they provide a quality product, they need to provide it.
Is your courtesy car as good as the car in for repairs?
If they don't find a new repair shop (because effectively they can't be bothered, despite what they are obliged to do under their own QA systems), after a while, I'd imagine your courtesy car costs will get to someone 'higher ups' attention at least.
Their next step will be based on what their Assessor says. You could ask for a copy of this report.
Is your courtesy car as good as the car in for repairs?
If they don't find a new repair shop (because effectively they can't be bothered, despite what they are obliged to do under their own QA systems), after a while, I'd imagine your courtesy car costs will get to someone 'higher ups' attention at least.
Their next step will be based on what their Assessor says. You could ask for a copy of this report.
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