Insurance claim - being ignored by insurance company!
Discussion
Hi All,
Thought I would start this as a new topic rather than to try and continue with the original as it became a bit confused. Apologies for the waffly description but wanted to get all the facts in:
The situation is this:
Someone ran into the back of my car causing quite expensive damage.
Driver admitted liability.
I had a repair quote of £2300 - Car is worth approx. £1000
(Note, the accident repair place noted that the exhaust had been damaged but for some reason didn't include it in his estimate)
Their insurance company arranged to send an 'engineer' to inspect the car and he persuaded me that £550 was a fair cash settlement for the damage (and all that I would get) with nothing recorded against the vehicle.
I expected something to be agreed in writing, but a couple of weeks later a cheque
arrived. I have not signed anything to suggest that I have accepted this settlement and I did not cash the cheque as I had a nagging feeling that I was being conned.
Fast forward a month - the car has failed it's MOT on the exhaust (which took the brunt of the impact). Upon inspection, it is clear that the shunt has bent the rear silencer and cracked welded joints on all of the components. One of the cats is also damaged although I can't tell if this is as a result of the impact.
I have tried contacting the insurance company again but am being completely stonewalled. Apparently my original letter was not received. Subsequent emails have been ignored and promises on the phone that someone will ring me have not materialized.
The car is now out of MOT and cannot be used. I don't want to invest my own cash in repairing it in case they finally decide to write it off - if they did, I can't see me getting this money back.
What can I do to force them to discuss this? They seem to be happy to continue ignoring me!
I'm seriously thinking about a Claims Management Company but don't know if this is a good idea or not since there seem to be varying opinions on them.
I'm not out to rip anyone off - I just want a fair resolution.
Thought I would start this as a new topic rather than to try and continue with the original as it became a bit confused. Apologies for the waffly description but wanted to get all the facts in:
The situation is this:
Someone ran into the back of my car causing quite expensive damage.
Driver admitted liability.
I had a repair quote of £2300 - Car is worth approx. £1000
(Note, the accident repair place noted that the exhaust had been damaged but for some reason didn't include it in his estimate)
Their insurance company arranged to send an 'engineer' to inspect the car and he persuaded me that £550 was a fair cash settlement for the damage (and all that I would get) with nothing recorded against the vehicle.
I expected something to be agreed in writing, but a couple of weeks later a cheque
arrived. I have not signed anything to suggest that I have accepted this settlement and I did not cash the cheque as I had a nagging feeling that I was being conned.
Fast forward a month - the car has failed it's MOT on the exhaust (which took the brunt of the impact). Upon inspection, it is clear that the shunt has bent the rear silencer and cracked welded joints on all of the components. One of the cats is also damaged although I can't tell if this is as a result of the impact.
I have tried contacting the insurance company again but am being completely stonewalled. Apparently my original letter was not received. Subsequent emails have been ignored and promises on the phone that someone will ring me have not materialized.
The car is now out of MOT and cannot be used. I don't want to invest my own cash in repairing it in case they finally decide to write it off - if they did, I can't see me getting this money back.
What can I do to force them to discuss this? They seem to be happy to continue ignoring me!
I'm seriously thinking about a Claims Management Company but don't know if this is a good idea or not since there seem to be varying opinions on them.
I'm not out to rip anyone off - I just want a fair resolution.
Don't know what has been discussed before, but the exhaust is a wear-and-tear item and the insurer would be entitled to challenge any claim to cover the full cost of replacement with a new one regardless of whether it was damaged or not as reparation would put you into a situation better than where you were before the accident.
What kind of car is it? I strongly suspect that the exhaust and cat could be sourced and fitted for 25% or less of dealer prices for most vehicles...
What kind of car is it? I strongly suspect that the exhaust and cat could be sourced and fitted for 25% or less of dealer prices for most vehicles...
r11co said:
Don't know what has been discussed before, but the exhaust is a wear-and-tear item and the insurer would be entitled to challenge any claim to cover the full cost of replacement with a new one regardless of whether it was damaged or not as reparation would put you into a situation better than where you were before the accident.
What kind of car is it? I strongly suspect that the exhaust and cat could be sourced and fitted for 25% or less of dealer prices for most vehicles...
Hmm, that is a good point, but the exhaust was intact prior to the accident.What kind of car is it? I strongly suspect that the exhaust and cat could be sourced and fitted for 25% or less of dealer prices for most vehicles...
It's a Vauxhall. I can get cheaper components, but still can't do the lot for the £550 they've offered - which would then leave me with nothing to fix the visible damage nor the out of pocket expenses.
I think the best solution would be for them to just write it off, but I can't even discuss it with them! Their call centre appears to be in India and I can get no satisfaction from them.
Terminator X said:
Write again, state your case and ask for a copy of their complaints procedures. They have to log that stuff so unlikely to be ignored. Email is s
te for stuff like this as is a call as you're dealing with numpties.
TX.
I suspect that they might just lose any letter as they did with the original? Recorded delivery would be an option, I suppose, but unfortunately all this takes time - I've been unable to use the car for a week now.te for stuff like this as is a call as you're dealing with numpties.TX.
I can't help thinking a claims management company would kick them into action at the very least...?
Terminator X said:
Write again, state your case and ask for a copy of their complaints procedures. They have to log that stuff so unlikely to be ignored. Email is ste for stuff like this as is a call as you're dealing with numpties.
TX.
Writing in such cases by recorded delivery specifying details of the complaints procedure of your insurer and clearly stating your case will be acknowledged and acted upon. Ringing and emailing call centres (which is where your calls/emails will go) is a complete waste of time. If you want to resolve this write by recorded delivery.te for stuff like this as is a call as you're dealing with numpties.TX.
That will work. Calling them is just a waste of your time and money. Good luck.
CM company will only help if there is something in it for them but you're talking small numbers? Plus they are the reason our premiums keep going up, I avoid them for that reason.
Letter, recorded delivery + scan it and email it too? Letter will arrive the next day at which point you can try and follow it up with a call.
TX.
Letter, recorded delivery + scan it and email it too? Letter will arrive the next day at which point you can try and follow it up with a call.
TX.
kooky guy said:
Hmm, that is a good point, but the exhaust was intact prior to the accident.
Playing devil's advocate here, but just because it was intact doesn't mean that one trip over a speed bump couldn't have caused the welds to crack. You are going to have a tough time arguing that one and you will definitely lose unless you have evidence that the exhaust was new within a reasonable time before the accident.No evidence of the above then it is safe for the insurers to assume the exhaust is the same age as the car and therefor on borrowed time already if not already knackered and you are hanging them out for a replacement.
If the £550 covers the cosmetic damage (getting it done at a sensible place rather than an insurance gouger) with a little left over then take that as the contribution towards the exhaust.
PS. I am very surprised that you cannot get an exhaust and cat for what is presumably an aged Vauxhall for £550. I managed to get a complete exhaust and 2 cats for an Audi A8 for less than that (when the dealer wanted £1300 just for one cat...)
Edited by r11co on Wednesday 27th March 12:35
r11co said:
Playing devil's advocate here, but just because it was intact doesn't mean that one trip over a speed bump couldn't have caused the welds to crack. You are going to have a tough time arguing that one and you will definitely lose unless you have evidence that the exhaust was new within a reasonable time before the accident.
No evidence of the above then it is safe for the insurers to assume the exhaust is the same age as the car and therefor on borrowed time already if not already knackered and you are hanging them out for a replacement.
If the £550 covers the cosmetic damage (getting it done at a sensible place rather than an insurance gouger) with a little left over then take that as the contribution towards the exhaust.
PS. I am very surprised that you cannot get an exhaust and cat for what is presumably an aged Vauxhall for £550. I managed to get a complete exhaust and 2 cats for an Audi A8 for less than that (when the dealer wanted £1300 just for one cat...)
I don't think I can even repair the visible damage for £550. Exhaust and a cat comes out at about £600 using medium quality parts. I suppose I could just put junk on it for half that but why should I? No evidence of the above then it is safe for the insurers to assume the exhaust is the same age as the car and therefor on borrowed time already if not already knackered and you are hanging them out for a replacement.
If the £550 covers the cosmetic damage (getting it done at a sensible place rather than an insurance gouger) with a little left over then take that as the contribution towards the exhaust.
PS. I am very surprised that you cannot get an exhaust and cat for what is presumably an aged Vauxhall for £550. I managed to get a complete exhaust and 2 cats for an Audi A8 for less than that (when the dealer wanted £1300 just for one cat...)
Edited by r11co on Wednesday 27th March 12:35
I can see your point about the exhaust, but it had no issues prior to the accident. The rear silencer didn't bend itself and the split welds are clearly impact damage. The crack on the cat is slightly less clear cut, but again, it wasn't blowing prior to the accident and is right on the outside of the bottom elbow so supports the theory that the rear shunt flexed it enough to crack it.
If I do shell out and repair it, can the insurance company then turn round and try to write it off rather than cover the additional expense (assuming they eventually agree)? I'm trying to avoid throwing good money after bad!
kooky guy said:
I don't think I can even repair the visible damage for £550.
Have you enquired?kooky guy said:
Exhaust and a cat comes out at about £600 using medium quality parts. I suppose I could just put junk on it for half that but why should I?
If you don't think you should then neither should you expect someone else to pay for your 'premium' requirements. Even a 'junk' (as you put it) new exhaust will be better than the rusty old end-of-life item you probably had on the car at the accident.The car is worth £1k so spending over the odds for premium parts that will probably outlive the vehicle is a complete waste of money.
Edited by r11co on Thursday 28th March 07:35
Check your policy document (probably available on their website) for details of their complaints procedure as you certsinly need to speak to someone. do they have a dedicated Total Loss Team? do they have a UKcallcentre you csn ask to speak to?
Really, it does sound like a cash in lieu settlement wasn't going to work for you unless you could do the repairs yourself and use the monkey to buy the parts. I'd be surprised if you were offered the cash in lieu before the total loss, it seems more likely that you would have had to actually ask for the cash in lieu. Sounds like the insurance company trying to be flexible to your requests rather than just writing off your car because it is uneconomical to repair and fits the criteria for total loss.
Regarding the claims management company - you have a duty to mitigate your loss. You accepted a cash in lieu that you probably asked for, even though you knew that the repair cost could even exceed the £1000 settlement (that's why it would have been deemed a total loss in the first place).
At this end of the market, having a cat D or even C marker on it surely wouldn't make much odds anyway, so why not contact them, tell them that you've changed your mind about the cash in lieu and would like to accept the total loss settlement, but see whether you can buy the salvage from them if you're that keen on keeping this car.
Really, it does sound like a cash in lieu settlement wasn't going to work for you unless you could do the repairs yourself and use the monkey to buy the parts. I'd be surprised if you were offered the cash in lieu before the total loss, it seems more likely that you would have had to actually ask for the cash in lieu. Sounds like the insurance company trying to be flexible to your requests rather than just writing off your car because it is uneconomical to repair and fits the criteria for total loss.
Regarding the claims management company - you have a duty to mitigate your loss. You accepted a cash in lieu that you probably asked for, even though you knew that the repair cost could even exceed the £1000 settlement (that's why it would have been deemed a total loss in the first place).
At this end of the market, having a cat D or even C marker on it surely wouldn't make much odds anyway, so why not contact them, tell them that you've changed your mind about the cash in lieu and would like to accept the total loss settlement, but see whether you can buy the salvage from them if you're that keen on keeping this car.
Agrilla said:
Check your policy document (probably available on their website) for details of their complaints procedure as you certsinly need to speak to someone. do they have a dedicated Total Loss Team? do they have a UKcallcentre you csn ask to speak to?
Really, it does sound like a cash in lieu settlement wasn't going to work for you unless you could do the repairs yourself and use the monkey to buy the parts. I'd be surprised if you were offered the cash in lieu before the total loss, it seems more likely that you would have had to actually ask for the cash in lieu. Sounds like the insurance company trying to be flexible to your requests rather than just writing off your car because it is uneconomical to repair and fits the criteria for total loss.
Regarding the claims management company - you have a duty to mitigate your loss. You accepted a cash in lieu that you probably asked for, even though you knew that the repair cost could even exceed the £1000 settlement (that's why it would have been deemed a total loss in the first place).
At this end of the market, having a cat D or even C marker on it surely wouldn't make much odds anyway, so why not contact them, tell them that you've changed your mind about the cash in lieu and would like to accept the total loss settlement, but see whether you can buy the salvage from them if you're that keen on keeping this car.
It's not my insurance company - it's the insurance company of the person who hit me while I was stationary in traffic. This car was insured third party so I have no help from my insurers.Really, it does sound like a cash in lieu settlement wasn't going to work for you unless you could do the repairs yourself and use the monkey to buy the parts. I'd be surprised if you were offered the cash in lieu before the total loss, it seems more likely that you would have had to actually ask for the cash in lieu. Sounds like the insurance company trying to be flexible to your requests rather than just writing off your car because it is uneconomical to repair and fits the criteria for total loss.
Regarding the claims management company - you have a duty to mitigate your loss. You accepted a cash in lieu that you probably asked for, even though you knew that the repair cost could even exceed the £1000 settlement (that's why it would have been deemed a total loss in the first place).
At this end of the market, having a cat D or even C marker on it surely wouldn't make much odds anyway, so why not contact them, tell them that you've changed your mind about the cash in lieu and would like to accept the total loss settlement, but see whether you can buy the salvage from them if you're that keen on keeping this car.
I did not ask for a cash settlement. Why would I? I just want the car fixed. I didn't ask for it to be ruined by the incompetence of the idiot who wasn't paying attention when they ran into me.
The 'Engineer' who inspected the car seems to have been more of a salesman and basically conned me at the time. At least, that's how I feel. This being the first accident I've been involved in for over 20 years - I have no idea how the system works and he seems to have taken advantage of this.
As far as I am concerned, I have not signed any agreement and have not cashed any cheque so in my book I have not accepted their offer.
Sigh, this is the state of play joe public will be faced with due to the insurance companies doing a deal with the government, they will undersettle your claims in order to maximise their profits, buts thats another story.
Someone above mentioned that a CM or firm of sols would probably not help since there is nothing it in for them. Unfortunately that is right, due to the amount involved there is no point in a firm pursuing this, since they will not get paid. Unless a CM firm offers you a credit hire car, then they might help you.
Anyway, I presume you are TPFT?
The only way forward would be to get your own engineers report on your vehicle. This varies between £50 - £100. This will clarify whether car is repairable, or written off and give you a value for your car.
Sounds to me it is written off and if said engineer values car more than what the third party insurers have offered you, write to them, give them 21 days to respond then issue proceedings.
HTH
G
kooky guy said:
It's not my insurance company - it's the insurance company of the person who hit me while I was stationary in traffic. This car was insured third party so I have no help from my insurers.
I did not ask for a cash settlement. Why would I? I just want the car fixed. I didn't ask for it to be ruined by the incompetence of the idiot who wasn't paying attention when they ran into me.
The 'Engineer' who inspected the car seems to have been more of a salesman and basically conned me at the time. At least, that's how I feel. This being the first accident I've been involved in for over 20 years - I have no idea how the system works and he seems to have taken advantage of this.
As far as I am concerned, I have not signed any agreement and have not cashed any cheque so in my book I have not accepted their offer.
My mistake - apologies. I did not ask for a cash settlement. Why would I? I just want the car fixed. I didn't ask for it to be ruined by the incompetence of the idiot who wasn't paying attention when they ran into me.
The 'Engineer' who inspected the car seems to have been more of a salesman and basically conned me at the time. At least, that's how I feel. This being the first accident I've been involved in for over 20 years - I have no idea how the system works and he seems to have taken advantage of this.
As far as I am concerned, I have not signed any agreement and have not cashed any cheque so in my book I have not accepted their offer.
Still, it just seems that you need to advise them that you've reviewed the situation and you want to now accept their total loss offer. They do not have to repair your car at any cost, and the total loss value should cover a like for like replacement. Get on Autotrader and find a few near you of the same spec & mileage and use the total loss cheque to buy a replacement.
Agrilla said:
My mistake - apologies.
Still, it just seems that you need to advise them that you've reviewed the situation and you want to now accept their total loss offer. They do not have to repair your car at any cost, and the total loss value should cover a like for like replacement. Get on Autotrader and find a few near you of the same spec & mileage and use the total loss cheque to buy a replacement.
No problem. Unfortunately they haven't made a total loss offer. I think this is probably what I want, but can't seem to speak to anyone to discuss it!Still, it just seems that you need to advise them that you've reviewed the situation and you want to now accept their total loss offer. They do not have to repair your car at any cost, and the total loss value should cover a like for like replacement. Get on Autotrader and find a few near you of the same spec & mileage and use the total loss cheque to buy a replacement.
Also, the situation re complaints is also entirely different if they're not your own insurer ie, there is unlikely to be a complaints procedure,and they are not subject to the regulatory timescales re: responding to complaints.
In this situation, see whether your claim has an allocated file handler & speak to them without giving up, or speak to the to claims team leader to help work it out if you need to.
Ask them what they placed the pre accident value as.
Can you hint at who the insurer is?
In this situation, see whether your claim has an allocated file handler & speak to them without giving up, or speak to the to claims team leader to help work it out if you need to.
Ask them what they placed the pre accident value as.
Can you hint at who the insurer is?
Edited by Agrilla on Thursday 28th March 08:28
Agrilla said:
Also, the situation re complaints is also entirely different if they're not your own insurer ie, there is unlikely to be a complaints procedure,and they are not subject to the regulatory timescales re: responding to complaints.
In this situation, see whether your claim has an allocated file handler & speak to them without giving up, or speak to the to claims team leader to help work it out if you need to.
Ask them what they placed the pre accident value as.
Can you hint at who the insurer is?
Thanks for all this - feeling a bit more positive now. The insurer begins and ends with an A, so not a mickey mouse one.In this situation, see whether your claim has an allocated file handler & speak to them without giving up, or speak to the to claims team leader to help work it out if you need to.
Ask them what they placed the pre accident value as.
Can you hint at who the insurer is?
Edited by Agrilla on Thursday 28th March 08:28
Looking in Autotrader, equivalent cars are selling for more than I thought - £1300, although there is only one exact match. One went on ebay last week for £1300 too.
Sounds like I just need to keep waiting for them to get in touch. or should I write to them again recorded delivery asking for a total loss settlement and enclose the adverts?
I can't get any sense at all out of their foreign call centre.
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