Direct Line Insurance Claim.....HELP!

Bonita_2

Our family car Alpha Romeo 156 V reg caught fire on our drive way two months ago. The fire brigade responded quickly and extingiushed the fire resulting in what we originally thought was minor paintwork damge to the nearside wing. Direct line were contacted (fully Comp) and we requested that the car went to Pipers (alpha dealer)
1) the car was picked up and went to a Ford body shop
2) Direct lines engineer inspected the car and argued that Alphas hourly charges were too high and eventually some four weeks later the car went to the Alpha dealer.
3) His report stated that the fire was caused by wiring that had rubbed on a suspension unit and that the subsequent damage had ignited the water expansion tank and to re-paint the wing
4) the Alpha dealer have recommended tha the car is strpped to ascertain any subsquent engine damage caused and to run a full diagnostic due to the engine losing all of its coolant and the fire engine using water rather than foam through the engine bay.
5) Direct like will not pay for the engine check or diagnostic
6) Direct line will not pay for the wiring as they say it is not covered in the policy - however it wasnt a "wiring fault" as the engineer has advised the suspension unit had rubbed thru the wiring - therefore surely this is an insurable loss and is the proximate cause.

We have asked that Direct line put in writing that the car will be safe to drive which they have failed to do to date.

At what stage can I get the Ombudsmen involved?
Do I have to accpet the car back from Direct line - they authorised an hour of the Alpha dealers labour to investigate the vehicle Alpha have advised they would need at least 8 hours to conduct a proper investigation
Why have they not written this vehicle off?

I have never dealt with an insurance claim before - I cannot believe how many lies are being told the complete lack of customer service and total disregard to my familys future safety.

Your replies would be really appreciated and anyone with claims experience please respond or Pm me as we have been without afamily car for 8 weeks and this case is no nearer getting resolved than when we put the claim in!

If you need more info the above believe it or not is the short version!!!

Astaroth

Remember the otherside to this too.... striping the vehicle is mechanical labour rates which are frequently over £50 and can be over £100 per hour.... is it surprising that Alpha suggest 8hrs as it could be an extra £800 in their pocket.

The cause of a fire is never covered and so the wire that caused the fire is not covered - there would appear to have been a wiring fault if it had got into a possition to rub against the suspension in the first place.

A write off is for one of two reasons... 1) it cannot be made safe to go back onto the road 2) the cost of the repairs will most likely exceed the pre loss value of the vehicle. Clearly the engineer does not believe that either of these conditions.

You cannot go to the ombusman for anything other than advice until you have received a final written response to any complaint to the insurer. I am however not 100% sure what your complaint is... that they wont pay for an additional 7 hours of labour? Whilst their engineers are obviously there to argue costs down the garages mechanics are there to argue the price up... in most cases insurance engineers are more highly trained than mechanics and in no way would they ever intentionaly endanger a customers safety - the engineer is the expert and so the claims handlers whos job it really is to keep price down as low as possible cannot challenge their own engineers recommendations. It sounds like there has been a reasonable compromise - 1hr on top of all the other time of stripping to do the repairs etc seems to me to be more than enough to spot critical issues and particularly safety aspect like breaks/ suspension etc. If they find further damage then of cause the engineer would look to authorise any additional work needed.

Bonita_2

Thanks for this - the complaint is that I dont want a car that is unsafe to drive with two children in it - If I am unable to be sure that the car will come back 100% then I am uncomfortable with tthe situation. If the dealer as well as friends we know in the trade recommend that it is thoroughly checked over and the engineer doesnt agree then I am uncomfortable. Would you accept a vehicle back that went up in flames and use it as your family car?

gazza975526570

No i wouldnt but if the damage isnt covered then they wont pay out.

Id have thought they would have suggested you getting an independent engineers report? did they? If so this may be worthwhile if you feel it should be covered.
You will initially have to pay and send off to DL - then if they reverse your decision, that is if by the way then will generally refund that charge.

In respect of going to ombudsmann you need to obtain a final decision letter from your insurer. Call them and ask for one ensure if is an FRL and not simply a holding or 8 week letter.

It may be though that it simly isnt covered Insirers dont make decisions like this to save costs (contrary to what people may think) as if their decision is incorrect it will cost them more in the long run - ie bad image and ombudsman costs

Astaroth

Bonita wrote:

Would you accept a vehicle back that went up in flames and use it as your family car?

To be honest it is an unfair question for me to answer as I work in the insurance industry and so know that engineers will not intentionally allow any vehicle back on the road that they feel is not road worthy.

As I say though, 1 hour of checking a vehicle that has been stripped to do repairs is more than enough to check all the safety equipment (breaks/ stearing/ suspension etc)

I can understand that people dont like having a vehicle back that has been on fire in the same way that many people dont like having stolen vehicles back because they feel "violated" or say they dont know what people have done in their vehicle/ left behind (drugs/ sex etc). Insurance however doesnt give an automatic right for it to be written off... if it is safe to be put back on the road for less than the vehicle is worth an insurer is entitled to do this. Back in my claims days however I knew a lot of people that sold their vehicles after a stolen/ recovered claim because whilst they knew it was safe they no longer felt comfortable in it.