Car insurance advice please.

momomoney

Hi had a bit of an issue with my car over the last couple of weeks. I think the best way to explain this would be to break it down by timeline, so please bare with me here...
The days are all working days to show how long this has taken to resolve. I've left out weekends. i.e. Day 1 = friday, day 3 = Tuesday.

Day 1:
Have an accident with someone in their company car, was a gas man working for a big company. The only noticeable damage was a dent to the arch, scratch on the alloy and the alignment was out slightly. The driver accepted full liability.
As soon as I got home, I called my insurance company and explained the situation. Car was still safe to drive.

Day 3:
At work, the insurance dropped off a courtesy car. Garage was supposed to collect my car but kept delaying.

Day 5:
Garage collect my car.

Day 8:
Garage call to say my car has been repaired. When they dropped off car the guy could barely speak English. I looked over the car, noticed scratches on the cover of the lug nuts that hold the wheel on, along with a glue-like mark on the drivers seat (leather). This guy is unwilling to take the car back and insisting I sign the two forms he brought. Noted on these forms the damage and he went on his way with the couresty car (he first tried taking my mums '09 Merc, I have a Fiesta lol).
That evening I call insurance company and tell them the problems with the car. They say someone will call me tomorrow.
I later drive the car to pick my dad up from work and notice the alignment is badly out. I have to turn the steering wheel clockwise to remain in a straight line. If I keep the steering wheel straight, the car veeere's to the left quite substantially.

Day 9:
No phone call.

Day 10:
Call insurance again and demand someone get this sorted. Told them of the alignment issue. They said as its after care I need to speak to garage.
Call the garage and the guy says that the insurance has not validated for any work to be done to the wheel or alignment. Lunch break over so had to wait to evening to call insurance.
Called insurance and they said they will get someone to definitely call me tomorrow regarding this.

Day 11:
Call insurance and spoke with a chap who called garage while I was on the line and said they will sort any damage left over, including alignment.
Called garage and they said they're too busy and to bring the car in after the weekend and they will definitely have a car for me to use while mine is being repaired.

Day 12:
Turn up at 7.30am to drop off car and show the guy the outstanding damage. 7 miles out of my journey to work in opposite direction with lots of traffic, to be told they have no car for me and asked me to come back tomorrow. I refuse - he umms and aahhs making excuses... I notice the courtesy car I was given and say "why can't I take that" so he gets the keys and I'm on my way to work. Ask to be called when my car is ready for collection.

Day 13:
Get a call from the courtest car company asking me what time I will be getting to the garage. I said I haven't had a phone call to say my car is ready, I'm at work and can't leave here now.
He arranges to drop my car off and take the courtesy car while I'm at work. Second time I've had to walk out of the office during working time to sort this out now.
Look over the car and the allow has been refurbed, but they have just coloured in the scratches on the cover of the lug nuts, with noticeable dent on the cover. I drive it and notice the alignment is slightly worse than before. I try to chase down the insurance and courtesy car guy but they're long gone.

Day 14: TODAY
I've had enough of chasing the insurance and car repair company now. This has taken ages to sort out.
I'd like to know my options from here.
I've given them ample opportunity to sort these problems out. None of the damage has been my fault so I am going out of my own way and using my own time (including work time) to simply get a few scratches and wheel alignment (which I know takes less than 10minutes) sorted.
I work in a big insurance company and understand fully how complaints should be dealt with i.e. go to insurance, then on to ombudsman if not satisfied etc.

Any advice guys?
Thanks very much for reading this, your time is very much appreciated.

CharlotteD

Thats absolutly shocking!! I work in a motor claims department for a major insurance company and can't imagine it happening - I know it's not us as the proceedure is wrong but I can imagine who it is!!

Some of these insurance companies make me mad :mad: I work really hard to ensure customers are happy with their claim but am tarnished with the same brush as these idiots!

I would definatley call and speak to a manager and put in a formal written complaint which should also be passed on to the garage by the insurance company. The company I work for always allow the initial garage to carry out any further repairs but if the customer is not satisfied we will then let them use an alternative garage. By the sounds of the poor service from the 1st (I am assuming the insurance companys garage) I would try and get them to do the latter and get them to let you use your own. You may need to get quotes and let one of the insurance companies engeneers look at your veh but if the car is undrivable and you have put in a complaint you may be able to squeeze a hire car out of the insurance company.

It's their responsibility to ensure your car is worth the sme as it was before the accident.

Let us know how you get on!

momomoney

Thanks for reading CharlotteD! And thanks for the advice. As soon as I get home tonight, will call the insurance company and ask to speak to a manager, explain the situation and tell them I'm really p'd off and will be writing a letter soon.

The thing is, I thought if I asked to use a Ford garage then I wouldn't be eligible for the courtesy car? Can I ask to use a Ford garage then and still get a courtesy car?

So best course of action would be to get the work finished off from a Ford garage and get my insurance company to repay my costs?
The car is still driveable, but who knows what damage is being done to my tyres and fuel consumption due to the alignment fault. I've only recently bought 2 new front tyres (£180!! - sports tyres) due to wear from alignment trouble due to previous owner.

mluton

Why have you let them, twice leave you with an unsatisfactory repair job. If I wasn’t happy on return, they would take it back there and then and I'd be keeping the courtesy car.

I do sympathise with you, insurers use any back street garage to get the repairs done from there so called, approved repairers list.

Problem is, they have now got to pay the garage that repaired your car, so it will be passed back to them until the job is completed to your standards. Keep your standards high to and take no carp.

Insurers tend to avoid dealers as they charge more than a back street garage, which is more money from their pocket.

CharlotteD

Thats not true - they may seem 'back street' to you if you haven't heard from them but the company I work for only have repairers that have been approved by us and any complaints about the standard of work they do is always taken seriously. Many of our repairers are well known names in the industry and have been approved by many car manufacturers. It is in the insurance companies interest to ensure your claim goes through smoothly as this is the only time you get to 'test' your policy and the treatment you recieve is going to effect who you renew your policy with and whether you recommend them to others.

momomoney - I would check with them. As I said try and get a hire car from them but don't get the Ford garage to do the repairs until the insurance company says yes. The Ford garage should be able to give you a courtesy car anyway.

Inactive

Would the OP mind naming his/her insurers so that we can all avoid them?