Is this normal?
Discussion
So about 2 months back I had the misfortune of being involved in an accident. I was gutted at the time as I'd only had the car 3 weeks, and on the face of it (at the time) looked horrible - and I was 200 miles away from home. Thankfully upon further inspection the damage was only cosmetic for the most part, just front bumper and drivers side wing and few small bits and bobs.
As it was Easter period my Insurer was closed so I could not inform them straight away of the incident and has to let them know the next business day 3 says later. Upon making the call I was asked why I hadn't informed them immediately and I felt that to be a silly question, so I asked if they were open to which the lady said no, and I told her that was why. Beyond that the claim was accepted and my vehicle was booked for collection three days later.
Those three days turned out to be three and a half weeks instead. When I asked why they told me I had provided them with inaccurate information and they had to re-evaluate everything - even when they had made the mistake of misunderstanding it even after I had provided proof. They refused to acknowledge the mistake.
In the end it was taken away after much messing about. I was told I would be given a courtesy car on exchange on the day however there was nothing. The repairer told me that there was no driver available and it would be the following day, so I waited and still nothing. A week then goes by and I am told they do not have a courtesy car available for me and that I would be given a hire vehicle. Eventually a hire car is dropped off by another company to which I must pay a deposit, but wait. It is nowhere near an equivalent to my own vehicle. I tell that to the repairer/insurer and I am told it is the only thing available (again). As I desperately need a vehicle for work commutes I reluctantly accept. 6 days later the hire company come and take the vehicle back telling me the lease has ended. What!?
I again make the call to be told my vehicle should be done within 10 days. Great I think to myself. I then call them again 3 days beforehand to be told it is now going to take an extra 3 days. At no point was I informed of any updates or changes to schedule. Furthermore I was never given a full damage assessment report or cost valuation even after demanding it.
Moving forwards, I again call them a few days before the due date to be told it would take another week and a half because the vehicle horn has not arrived. The horn was never damaged - so what the hell?
When I say I desperately need my vehicle and I will replace it myself the lady says she will speak to her colleagues and come back. A short while later I get a call (first one in ages) telling me the vehicle is unroadworthy as many panels are off and have yet to come too as they are on back order - again at no point thus far I was made aware of this.
So this is how it is. I have paid for at least a months worth of insurance and my vehicle is on a PCP contract so that too, and at no point have I had access to my vehicle or anything remotely similar. More often than not I have been blown off and the insurer has rarely made any contact with me at all, with me having to make the calls numerous times.
I have now had a family passing and have to go abroad at the end of the week but when I requested a courtesy car shortly before I was told it would be a waste of time and others need it more. NEED IT MORE!!!! I commute at least 50 miles a day!!!! What!!!
Frankly I don't know what to do. Is this normal? I have never been involved in an accident so I don't know how it goes. Is there any way to get reimbursements for all the time and money I've had wasted and would I have been better off paying a £200 excess and having Toyota repair my vehicle much much sooner with a proper courtesy car?
Edit: Thanks for clearing that up - but I according to reviews I'm not the only person who's been P'd off.
As it was Easter period my Insurer was closed so I could not inform them straight away of the incident and has to let them know the next business day 3 says later. Upon making the call I was asked why I hadn't informed them immediately and I felt that to be a silly question, so I asked if they were open to which the lady said no, and I told her that was why. Beyond that the claim was accepted and my vehicle was booked for collection three days later.
Those three days turned out to be three and a half weeks instead. When I asked why they told me I had provided them with inaccurate information and they had to re-evaluate everything - even when they had made the mistake of misunderstanding it even after I had provided proof. They refused to acknowledge the mistake.
In the end it was taken away after much messing about. I was told I would be given a courtesy car on exchange on the day however there was nothing. The repairer told me that there was no driver available and it would be the following day, so I waited and still nothing. A week then goes by and I am told they do not have a courtesy car available for me and that I would be given a hire vehicle. Eventually a hire car is dropped off by another company to which I must pay a deposit, but wait. It is nowhere near an equivalent to my own vehicle. I tell that to the repairer/insurer and I am told it is the only thing available (again). As I desperately need a vehicle for work commutes I reluctantly accept. 6 days later the hire company come and take the vehicle back telling me the lease has ended. What!?
I again make the call to be told my vehicle should be done within 10 days. Great I think to myself. I then call them again 3 days beforehand to be told it is now going to take an extra 3 days. At no point was I informed of any updates or changes to schedule. Furthermore I was never given a full damage assessment report or cost valuation even after demanding it.
Moving forwards, I again call them a few days before the due date to be told it would take another week and a half because the vehicle horn has not arrived. The horn was never damaged - so what the hell?
When I say I desperately need my vehicle and I will replace it myself the lady says she will speak to her colleagues and come back. A short while later I get a call (first one in ages) telling me the vehicle is unroadworthy as many panels are off and have yet to come too as they are on back order - again at no point thus far I was made aware of this.
So this is how it is. I have paid for at least a months worth of insurance and my vehicle is on a PCP contract so that too, and at no point have I had access to my vehicle or anything remotely similar. More often than not I have been blown off and the insurer has rarely made any contact with me at all, with me having to make the calls numerous times.
I have now had a family passing and have to go abroad at the end of the week but when I requested a courtesy car shortly before I was told it would be a waste of time and others need it more. NEED IT MORE!!!! I commute at least 50 miles a day!!!! What!!!
Frankly I don't know what to do. Is this normal? I have never been involved in an accident so I don't know how it goes. Is there any way to get reimbursements for all the time and money I've had wasted and would I have been better off paying a £200 excess and having Toyota repair my vehicle much much sooner with a proper courtesy car?
Edit: Thanks for clearing that up - but I according to reviews I'm not the only person who's been P'd off.
Edited by 3ananaPie on Tuesday 3rd June 11:46
3ananaPie said:
Ps. Can I name (and shame) the involved companies?
. http://www.pistonheads.com/gassing/topic.asp?h=0&a...Riley Blue said:
Without knowing the name of the insurer - which the naming and shaming rules forbid - it's impossible to say whether your experience is normal for one of its customers but it's nothing like the way I've been treated when I've made a claim. What level of cover do you have?
I've got fully comp cover. I suppose it is vague but it rhymes with Clark and buddy (one word).Gassing Station | General Gassing | Top of Page | What's New | My Stuff