hastings direct

notahappymark

Hi Guys,
can some please shed some light on these, i am in the middle of claim of non fault accident against this insurance Hastings Direct who are sadly my insurer, i bought car in januray from car auction and was told the log book will be sent of by them because some of the people who buy cars from them dont change it. I insured the car with Hastings and filled it online, with the usual info as the registered keeper and owner of the car. The Log book, was sent to my other property which i have rented out and it was my current address when i bought the car. I asked the people i rented it to keep it safe as there have been a couple of burglaries down the street where i live. In March i had a non fault car accident and put in a claim. I collected the V5 log book from my other property and discovered the company had totally screwed up the spelling of my name. I didn't pay any mind to it as i knew the car was legally mine and i sent it off like that. a few days later, Hastings direct came back to me saying they are not going to pay out because the log book was in different name. i explained it was an oversight on my path and i have spoken to DVLA who are willing to change rectify the mistake if i send the old one back to them. My problem now is Hastings are accusing me of using a fake name which i find very insulting and rude, also they are now issuing a letter of repudiation. Is there a way i can make them see it was an error? i feel like David against Goliath, but in this case I don't have a stone!

Dear Total Loss Team,
RE: Claim Number
I am faxing this document through because I have just spoken to .........and she has just insinuated that I am using a fake name. I read the letter saying the claim has been suspended pending a review due to the fact that the car registration document shows a different name. I can assure you that I am the owner of the car.
1. It was an oversight
2. I did not apply for the log book, the seller sent it off as the car was bought from car market company. The name that was given to them was spelt wrongly.
3. I didn't have with me at the time of arrival and didn't realise what error was made on the V5, I have spoken to DVLA who are going to reissue the new one with the right information
4. I was honest enough to send it as it is, as I didn’t want to make any changes, I could have sent it to DVLA for correction before sending it the claims department. I have not tried to cheat Hastings Direct in any shape or form, It was just an oversight in my part and I have spoken to DVLA who have requested I send the old V5 for them to issue a new one on the right name.

I feel am being victimised here and feel insulted when your staff accused me of using a fake name for dodgy purpose which was clearly not my fault. I insured the car with the assurance that Hastings will provide good customer services based on recommendation from friends. I would like someone to please take another look at this again I have documentation to prove I am the owner, and help me resolve this soon as possible.

dacouch

You post is not that clear, however on the face of it if you were my customer, I would send Hastings a copy of the original log book with the spelling mistake of the name and then get a correct log book issued. I would send this in to Hasting along with a polite and concise letter explaining the circumstances. (If the spelling of your name was messed up by the auction company a brief letter confiming this would also help)

Assuming there is nothing ontoward with your claim this would normally resolve it.

notahappymark

I just want to know if their decision can be altered. DVLA will change the name to my name aS it was an error and would the insurer reconsider?

Quentin

According to your post they haven't made a decision on this, but (correctly in view of the incorrect document) suspended the claim "pending a review".

Assist them (in writing) with their review of the circumstances as advised by dacouch and there shouldn't be any problem.

notahappymark

Hi, i actually spoke to hastings yesterday, and was told they would not be paying out and a letter of repudiation was on its way to me. so it looks pretty much they have taken their decision , but thanks Guys, will update everyone as soon as i get any more info.

Quentin

In that case, await their letter, then reply explaining the circumstances surrounding the incorrect log book and ask them to reconsider.

If this fails, and you want to contest their decision, then your policy will have details of how to set up an official dispute.

LadyIndecisive

Have you sent Hastings the purchase receipt/invoice - or does this have a different name on it too? I find it difficult to see how a spelling error can be so extreme as to render it a completely different name.

notahappymark

I haven't send it yet, i am still awaiting the letter, but i do have the reciept of the car and it has my name on it so hopefully that is a bonus, according to the staff, i should get the letter this week. I will respond accodringly when i get the letter back

dacouch

As Quentin said, wait for the repudiation letter as it will state exactly why they are declining.

When you get it post back up here.

Bear in mind Insurers like paperwork, so in the mean time gather as much physical evidence as you can eg purchase receipts, any service receipts etc etc and maybe contact the auction house for a written explanation from them.

Out of interest what names have they put on the log book and is it vastly different from yours.

notahappymark

They just added etxtra characters,name is mark it came as Markia and thelast name was totally mispelt eeven shortened

dacouch

If you send them the correct supporting documents and an satisfactory explanation they should resolve it