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car insurane nightmare - big thread please help !

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Some advise needed please apologies for the long post.

Weeks back my parents house had a massive fire that left them with literally nothing even there car that was on the drive went up.

My car was on there drive at the time as I was visiting and my keys were in the house, the fire spread so quick we had to literally get out ASAP and never thought bout taking car keys. These were my only set. Also when the fire brigade came they said my car was potentially at risk of catching fir so they broke the window and move my car.

After the fire brigade and police left it was approx 1am in the morning, I contacted my car insurance company and told them the car and its keys were damaged they said they would send someone out to put new window in, 3 hours later stood in the snow completely covered in soot, they never arrived so I after numerous phone calls and being told they wouldn’t be long, I got a call saying that they didn’t have a window to fit. By this time we were so tired I just left the car and went home.

The next day I rang the insurance company again, I explained the situation again and that In was 3rd part fire and theft.. I told them I would be claiming from my parents car/house insurance. They said no problem as I was covered on my own insurance as well and that they would send some out asap…. After 2-3 phone calls I finally got a guy out to fix the window… he charged my £60.00 I told him I was claiming from someone else’s insurance but he said I still had to pay and claim it back.

After 2 days nothing happened and no contact, I called the insurance company again told the whole story again, they said my window was covered and also a new set of keys for the car. The next day I received two letters one from the insurance company saying .. “sorry your car was stolen” and another from a diff company who handle the repairs for the insurance company saying “ thank you for choosing your own repairer”

I rang both companies complained, I called the insurance company again refused to speak to anyone other than a manager after a collective 4.5 hours on the phne. I was told someone would come out and sort my vehicle, also it was fine for me to claim on my parents insurance. After another day nothing happened I called the insurance company again and spoke to s senior manager again over 3 hours worth of calls in the end he said that the keys were not covered and my window was claimed on my insurance therefore I was paying and excess and lost my no claims.

I said that this was not what I was told before and that I ahd been told on numerous occasions that it was being claimed from parents insurance, They replied that they cant claim from house insurance.. which is nonsense as neighbours cars caught fire and they are claiming fine.

I explained this was wrong and was not accepting this, I would have paid for the window myself had I known it would loose me my no claims, I also took of 1 week from work expecting car to get sorted, when I could have been trying to sort it myself. I told the manager that I was not happy and not only is it nonsense I couldn’t claim that I had been told wrong information all along and that I f he checked the “calls maybe recorded for training purposes “ he would here this time and time gain… he told me that the calls are not recorded. I said what about the 2 x wrong letters I was sent. He apologised. After another hours of debating and me threatening legal action….. they said that if I give the insurance details once again they will try and take a look.

To be honest our lifes have been completely flipped and this is the least of my probs, my parents have lost everything, (granted insured- thank goodness) but they are currently living with me and my family, they literally only have the clothes on their back.. and it hard to manage.

Sorry for the long winded rant.. but just so angry as insurance company just told my rubbish after rubbish.. i.e people will come out, yes I can claim, no I cant. The car keys had a immobiliser on them which meant getting it recoded, I have done this at a cost of £380.00 and window at £60.00 and best of all lost my no claims. The neighbours car that got damaged got taken away straight away and deemed a write off and has been paid out. The parents insurance is happy to help but have to get my insruance coampny to claim on my behalf, which they wont.

I have sent a letter to the insurance company detailing the poor service I also sent copies of the 2 x wrong letters they sent me, I also asked them to listen to the recorded calls, and said I would send a copy to the Ombudsman.

I have asked for my no claims back and the £60.00 excess for the window returned as without wrong information would never have got it done… they have up to now not responded…. Can anyone give me any advice on what I can do next? Is there a case to take legal action.

If anyone would like to know the insurance company please just ask.. happy to name and shame a large insurance company

Comments

  • Go on then.. who are they?
    And
    it is their car not THERE car
    it is their drive not THERE drive
    hth
    Be happy, it's the greatest wealth :)
  • I don't think the OP was looking for a spelling lesson.
  • Sorry was typing while on break at work.

    Company was Endsleigh... they give you loads of diff numbers when you claim but not always Endsleigh.. I will never use them again
  • terryw
    terryw Posts: 4,396 Forumite
    Part of the Furniture 1,000 Posts Photogenic Combo Breaker
    I don't think the OP was looking for a spelling lesson.

    So very true, and those who would correct posts should check their own before posting. Unwanted letters and missing punctuation makes such posts difficult to understand!


    OP - really sorry about your situation but I fear that there is little that you can do until you receive a written reply from the company. I am sure that someone will be along shortly with definite advice.

    terryw
    "If you can bear to hear the truth you've spoken
    Twisted by knaves to make a trap for fools"
    Extract from "If" by Rudyard Kipling
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