Another Albany Assistance car crash query...

JJ1960_2

Hi, just before Christmas 2010, we were hit from behind by a taxi when stationary at a roundabout.

There was no doubt it was the taxi driver's fault and we claimed on his insurance, and the vehicles were repaired and claim was settled promptly.

This week (18 months later) we have been contacted by Albany Assistance, claiming that there is £1500 each waiting for my husband and myself for stiff necks that we must have suffered for the 6 weeks after the accident.

We are insured with NFU Mutual, who rang my husband this afternoon, saying that someone from Albany had phoned them claiming to be my husband and wanting more details about the claim, and alarm bells rang when they challenged them because the policy was actually in my name, and they didn't know this and said I was in the garden!

Has anyone had experience of Albany from a personal injury perspective?

Thanks JJ.

Helen_Cos

RE: Albany Assistance

On the 17/01/2013 I was hit by another driver approx10am, I drove home after the incident and swapping details with the driver atfault.

I phoned my insurance company “E Car” and gave details ofthe incident. They told me I would be contacted shortly by Albany Assistance,sometime later Albany Assistance phoned me offering me a hire car and arranginga time and date for an engineer to review the damage to my car. I turned downthe option of a hire car as my car was still drivable.

Approx. 3-5 days later an engineer came and took photos ofthe damage to my car and said Albany would be in touch, within a couple of daysAlbany phoned and said my car was a cat C write off and valued my car at £1850and gave me the option to buy my car back for £160 which I said yes I will buyit back as I have only owned it for a week. Albany said they would contact thethird parties insurance and request settlement.

I received a letter from Albany saying they have sent areminder to the third party insurers advising that unless settlement isreceived they shall be commencing legal action.

After a few weeks I contacted Albany but they said theresystems were down and that they would call me back. They did not phone me backand over the next few months I called them weekly and was told the followingexcuses-

OUR SYSTEMS ARE DOWN

WE WILL GET A MANAGER TO CALL YOU BACK

THE THIRD PARTIES SYSTEMS ARE DOWN

WE HAVE A BACKLOG

THIRD PARTY ARE NOT RESPONDING

WE WILL ADD A NOTE TO OUR SYSTEM TO CALL YOU BACK (NEVER HADA CALL FROM THEM)

After months of this I contacted the ombudsman and wasadvised to go through Albanys complaints department.

I phoned Albany and asked to be put through their complaintsdepartment to which they said- we do not have a complaints department, so I thenasked to speak to a manager and they replied they do not have managers. After thiscall I tried to contact Albany by email to file a complaint, I never got a responseto this email even after re sending.

I told them I was following the advice of Ombudsman, theythen began to be very helpful, put me on hold and phoned the third party theythen told me that the third party required better photo images and that theywould get there engineers to send them over.

I phoned again and was told the third parties systems aredown, I then asked for the third parties details so I could contact themmyself.

I phoned the third party to be told that their systems havenever been down and that they have responded to Albany every time and that theywere the ones that were chasing Albany for info and they had only just receivedthe photos that they had been requesting for some time. They suggested thatAlbany were not being honest with me, then gave me all the dates and details ofwhen they had contacted Albany therefore clearing them of any blame. They alsotold me that there engineers would give Albany a decision within 5-7days.

10 days later nothing from Albany, I phoned them and got theusual excuses.

Finally spoke to somebody at albany, they put me on hold andphoned the third party, they then informed me that the third party had sent thesettlement cheque to Albany and that I would receive my settlement cheque bythe end of the next week, I waited until the following week to allow plenty oftime for my cheque to arrive still nothing so I phoned Albany and asked theythen told me that the third party had written the wrong amount of money on thecheque (£600 short) and that they had sent the cheque back, and when they hadtried to contact the third party about it they were not responding, I thenasked why this has happened and was told it has not happened before and theydon’t know why, I then asked when will I receive my settlement cheque and wastold that they would phone me when they had any updates. I have learned by nowthat they will not phone me and am at a loss as to what to do now.

Phantom247

Contact the TPI directly, explain to them the situation, it is likely that either Albany are not being entirely 100% correct about the situation or the TPI have actually sent the amount they intended to send and the shortfall is due having deducted salvage off the amount.

I would also contact the FOS again, explain you have tried to make a complaint with Albany and they keep putting barriers in your way, tell them the truth, also tell them about the way Albany are treating you, as from what I can determine this is not TCF.

I assume that you are still in a vehicle supplied by Albany, were you made aware that this car is being provided to you under a credit agreement and that theoretically if Albany do not get their full costs back from the other insurer they could hold you liable? It is also possible that they may require to stand up in Court so they are able to recover their costs, are you able to do so?

If you are able to do without the vehicle I would suggest looking for other forms of transport, local transport, taxis, carshare etc, essentially to mitigate your losses in this.

Are you able to advise as to the precise circumstances of the incident as it is possible that TPI (Third Party Insurer) is disputing either the valuation of the vehicle, the credit hire itself or liability, what vehicle were you provided?

stolimano

Hi, recently a neighbours car (whilst parked with no one in it) had the handbrake fail and it rolled down the hill hitting my van. I am a self employed electrician with a fully comp policy with cvd. The other party (neighbours) admitted liability and provided me with his insurance company - e-sure phone number and a ref number. Having admitted liability. I contacted the number for cvd and wasput through to Albany who informed me that I would be provided with an equivalent van on Monday. Accident was on Friday night. Contact was made Sat morning. I had a big chew on with them cos they turned up with a v small van, not big enough for my purpose. They made a big thing about not being able to get a van my size which I thought I was entitled to. They then sourced one from thrifty. They phoned me on the Friday just gone to tell me van was a write off and do I want them to continue with my claim for me to hear what their value is. I just don't know what to do. Do I accept or go through axa (my true insurer - cvd are just a broker . Just found that out) or will that leave me liable to paying for the thrifty van which I've had 6 days now ( monday)

dacouch

stolimano wrote: »

Hi, recently a neighbours car (whilst parked with no one in it) had the handbrake fail and it rolled down the hill hitting my van. I am a self employed electrician with a fully comp policy with cvd. The other party (neighbours) admitted liability and provided me with his insurance company - e-sure phone number and a ref number. Having admitted liability. I contacted the number for cvd and wasput through to Albany who informed me that I would be provided with an equivalent van on Monday. Accident was on Friday night. Contact was made Sat morning. I had a big chew on with them cos they turned up with a v small van, not big enough for my purpose. They made a big thing about not being able to get a van my size which I thought I was entitled to. They then sourced one from thrifty. They phoned me on the Friday just gone to tell me van was a write off and do I want them to continue with my claim for me to hear what their value is. I just don't know what to do. Do I accept or go through axa (my true insurer - cvd are just a broker . Just found that out) or will that leave me liable to paying for the thrifty van which I've had 6 days now ( monday)

Have they made you an offer for your van or indicated a value?

Are you aware that it's possible for a hand brake failing incident for the other party to not be liable depending on the exact circumstances?

katmat2987

So on having a accident that was not my fault (some drunk guy reversed in to the side of my car!) I go to report it to my insurance Elephant(Admiral group). I also got the 2 options 1) go through Elephant and lose my no claims (not sure quite how that works because its a no fault claim) or 2) go through Albany assurance and pay nothing. Naturally I go for the pay nothing option which was a big mistake!!!.

I speak to Albany give all the details they advised they will get a local garage to make contact and then book me in for repairs and will contact the 3rd party insurance to claim.

My question to them was that if i have to sign a credit agreement what happens if the 3rd party decides not to pay ball, will i be liable for any charges.

Answer "if it comes down to a 50/50 situation you will only be liable for the repair cost to your car but you are covered for the legal cost under the credit agreement"

So I think in that case i might as well get a quote for the repairs as they have to be done anyway. So i go to the garage and get the car booked in and they say they will send over the details to Albany.

So my car is booked in for tomorrow so I thought i would call and check what the damage will be on repair charges in case the guy does not accept liability. So I call Albany and ask have you heard back from the 3rd party as by now it has been over 3 weeks the answer i get is "no"

I then proceed to asked what the cost will be and they say £1500!!! what for a broken windmirror and some scratches. So I then go to explain what I have been told when I spoke to someone in the beginning and went to say i'm not sure i want to go ahead until we hear back from the Third party. They then go "you are not liable for the any cost even if the third party does not admit liability". So I then go "well i was not told this at first"The women then start going in the most patrolling way possible " i don't know why they would day that you sure that was us i cant understand why they would say this as this is not true" I then said "well if it not true then neither can I". she then started going "the only time you would be liable for the cost is if you lying" so I'm like well i'm not but i'm a concerned now as i'm getting two different stories from yourselves" she then continues to patronize me and make out i'm lying!!!!

As far as i am concerned I am the victim and they should be on my side!! I have never been so patronised in my life!!!

I really not sure what to do i'm defiantly cancelling the repair work until I know what is going on. Am I best to contact the third party insurance myself?

dacouch

katmat2987 wrote: »

So on having a accident that was not my fault (some drunk guy reversed in to the side of my car!) I go to report it to my insurance Elephant(Admiral group). I also got the 2 options 1) go through Elephant and lose my no claims (not sure quite how that works because its a no fault claim) or 2) go through Albany assurance and pay nothing. Naturally I go for the pay nothing option which was a big mistake!!!.

I speak to Albany give all the details they advised they will get a local garage to make contact and then book me in for repairs and will contact the 3rd party insurance to claim.

My question to them was that if i have to sign a credit agreement what happens if the 3rd party decides not to pay ball, will i be liable for any charges.

Answer "if it comes down to a 50/50 situation you will only be liable for the repair cost to your car but you are covered for the legal cost under the credit agreement"

So I think in that case i might as well get a quote for the repairs as they have to be done anyway. So i go to the garage and get the car booked in and they say they will send over the details to Albany.

So my car is booked in for tomorrow so I thought i would call and check what the damage will be on repair charges in case the guy does not accept liability. So I call Albany and ask have you heard back from the 3rd party as by now it has been over 3 weeks the answer i get is "no"

I then proceed to asked what the cost will be and they say £1500!!! what for a broken windmirror and some scratches. So I then go to explain what I have been told when I spoke to someone in the beginning and went to say i'm not sure i want to go ahead until we hear back from the Third party. They then go "you are not liable for the any cost even if the third party does not admit liability". So I then go "well i was not told this at first"The women then start going in the most patrolling way possible " i don't know why they would day that you sure that was us i cant understand why they would say this as this is not true" I then said "well if it not true then neither can I". she then started going "the only time you would be liable for the cost is if you lying" so I'm like well i'm not but i'm a concerned now as i'm getting two different stories from yourselves" she then continues to patronize me and make out i'm lying!!!!

As far as i am concerned I am the victim and they should be on my side!! I have never been so patronised in my life!!!

I really not sure what to do i'm defiantly cancelling the repair work until I know what is going on. Am I best to contact the third party insurance myself?

I would lay good money that they only tried ringing the other party once.

Why don't you try ringing the other Insurer yourself, you may be surprised at how helpful they are if they accept liability.

Killertan

I wish I had carried out the search for Albany Assistance for reviews before I signed up with them.

They are simply useless and I would recommend that you just use your insurers and not these guys. Yes for a no fault you may have to pay your excess first, but atleast you have some come back on the insurer.

Albany have no idea what they are doing and cannot even arrange a hire car. Here is my litany of Albany failures since I was rear ended last year:

• Took a day to arrange a car
• The car sent was not even near the group that I should have received.
• Didn't even bother to tell the car rental company that I wasn't happy and said that I had to call them and explain to them what type of car I should of got
• Their car rental company is the cheapest that they can find and if you do have a high spec car, forget getting anything near what you have lost, as they only carry the minimum vehicle type in the insurance groups
• Albany had no idea what was happening with my car repair and were chasing me to return the rental car, when I had no return date for mine
• My car came back still broken and nearly two months on have no idea if it will be repaired and my insurer is just as bad and despite multiple complaints have done nothing.
• From the complaints to both Albany, my insurer and the garage that Albany chose to repair my car, no response. Now complaining to the FSA

Don't use the company, it will cost you more in the long run.

Auxillis

Hi Killertan,

We're extremely sorry you feel dissatisfied with the service you have received from us.

We would like to look into your query and/or or assist you with logging an official complaint through ourselves if you are not happy with the service provided.

If you could supply us with a reference number via private message we can look into this for you.

Regards,

Albany Assistance Online Team

BeckyFowler09

Hello

I am looking for some advice and I must admit I am now very worried. I had a car accident in early feb where a large concrete lorry hit me from behind. Never having a claim or accident before I was quite shocked. I also received abuse from the lorry driver when we exchanged details. My car was pretty busted up with my whole bumper hanging off and a large dent. I proceeded to ring Admiral
Who I hold fully comp insurance with inc a courtesy car. After a explained how the accident happened the advisor could not wait to pass me through to 'albany' as they kept banging on about it being a 'no fault claim' and they would provide the hire vehicle. Little did I know anything about Albany or how admiral deal with their claims. Obviously in shock and seeing as I totally rely on a car to get to work I agreed to speak with Albany and obtain a hire vehicle. I must admit I was surprised with how keen they were to provide a hire vehicle but assumed this was standard process. They advised me I would need to sign some 'documents' before mid day and they would drop off the car in the afternoon, obviously at this point I thought well that's great!

My car was picked up, repaired and returned in exchange for the hire car on the 24/02/2015. I then received an email from admiral asking if I was claiming for any damages to my vehicle, I thought this was odd as my vehicle had been repaired and returned! I then recieved another email where Admiral advised me the third party were not accepting liability and they were now 'closing' the case and Albany would be dealing with this!

This prompted me to do some research and I can't find anything good about Albany. I am now seriously worried they are going to foot the bill to me which is over 3k. I have emailed/called and received no email response and the agents on the phone are rude and blunt and basically say they will contact me if they need anything. I sent further proof of damage to the back of my car however it seems now like
They don't care who is at fault they purely car about recovering their money. I requested admiral deal with my claim but I was told it was too late now! Complete fob off.

I understand I have signed two 'finance' agreements for the hire and repairs but also noticed I have a credit protection policy - how can they pass me the bill then?
I also note there is no indication of this company at all on my policy documents with admiral. Surely I am entering a contract with them, they should be dealing with and making it clear this is what they do. Why the hell do I pay insurance then? These seems completely unfair. I have never heard of such a confusing, stressful, long winded way to deal with a claim and extremely misleading process.
Do I have any leg to stand on? Surely admiral must have to disclose this on their documentation? Surely my contract is with admiral not Albany. I have logged a formal complaint with Admiral but I anticipate nothing will happen.
There is no way I can afford that amount of cash. Any advice/help is
Much appreciated. Has anyone taken these guys to FOS? :-(