Twice Bitten, twice stupid

sussexslanter

Another car insurance sob story but hopefully it will serve as a kick up the bum for people, like me, happy enough and let them come back to you. Don't do this - get on the thieving swines early and get what is rightfully yours.

OK several years ago I had a no-blame car crash. At the time I was with Direct Line. The car was written off. The policy included a replacement hire car while assessments were being made or repairs conducted. I recall it was for the maximum of a week. Naturally the hire car company was at fault and they didn't have the correct car in for a week or so. Then the assessment and final settlement was sent through. This means you DO NOT get your hire car. Once they've issued the cheque your contract with them is terminated. Such comments as "why can't you use public transport sir" were as helpful as Direct Line were content to provide.

So next time round, now with Elephant, I make sure I take out the optional 'three week car hire in the event of a write off.' Clever me? Well perhaps it could have been. So in my more recent write off the claim progressed - incredibly slowly while the car was snatched up very and deemed a total loss. The agreement was that Elephant would contact their legal subcontractor Albany. A week goes by - no car- I put another call in. Another week goes by "Our claims department will contact you by 17:00 today sir" - a week goes by" - no car. I call Albany who tell me that the policy only allows them to release a car within 14 days of confirmation of total loss. "So I don't get a hire car that my policy states that I do" "No sir - I know we haven't called you back like we said we would but it really isn't our fault, after all why haven't you chased us up on this before now?" Elephant are no better - I got an apology over the phone but no resolve other than they've refunded that extra cost from the policy. So two months on from my accident - having waited all that time for the hire car to appear - "we'll sort it today sir" "expect to hear back from us today sir" - I am only now told I'm not getting one.

I'm aware all these stories don't really have an effect - you think to yourself "oh that sound like poor customer service" but then the second you scroll through confused.com and the company in question give you 49 pence off their closest rival you pick up the phnoe and sign up anyway. However, please please please don't let this happen to you. Call them every hour. Call them every ten minutes. Set them a deadline then phone them again. Hound them until they hate you. But get what you are entitles to. Rant over. Hope it works for someone...