~Help Needed~ Car Insurance Claim~Courtesy Car~

Quentin

Your quote from the "policy summary" is no help - it actually says 3 days is the max (any extra to be agreed with NSN - who they?), and refers to "courtesy vehicles". You need to check the policy itself.

Does she have the additional cover for getting a hire car in the event of a total loss? That gives you a car until 48 hours after they send you a cheque (or 21 days - whichever is the shorter period).

vaio

Didismump wrote: »

Ok...I have the Policy Summary infront of me..so will copy..as follows...
Section 6 Courtesy Vehicles...
In paragraph 6.3 it states quite clearly....'Subject to availability, courtesy or replacement vehicles may be provided for no more than 3 days unless previously agreed with NSN ( and in any event for not more than 12 weeks)..........

[FONT=&quot]Actual policy wording rather than summary is what you need, on the basis of the summary there is no entitlement as its subject to "availability" and "agreement" [/FONT]

Didismump

NSN ( Holdings Ltd) are the suppliers of the 'hire vehicle'...There is nothing on her policy whatsoever..
They (Elephant) informed her over the phone that she was entitled to a car for the duration due to paying a premium cover insurance, and they were sure that her car would be written off due to her being cut out so she could have it for up to 21 days..
So Quentin..by the looks of things you are correct in what you say...but she has not agreed to any amount or settled..as they agreed today that they are 'still looking into' the ads she sent them showing vehicles which are similar/same to/as hers...
Still no help with no car though..as she needs a vehicle for work..and as I expressed today..if THAT is the case..and they can send you a cheque and then stop the cover for a hire car..then they could send out a cheque for £5 to anyone...and they would then be car-less..
There is NO way she could get a car like she has lost with the cheque they have sent out..it IS laughable to expect her to get anything anywhere near..and we do intend on taking matters further as for what they charge her yearly..she has almost paid for what they have re-imbursed her...:(

Quentin

Didismump wrote: »

Still no help with no car though..as she needs a vehicle for work..and as I expressed today..if THAT is the case..and they can send you a cheque and then stop the cover for a hire car..then they could send out a cheque for £5 to anyone...and they would then be car-less..

Sorry you don't see it as help - though your daughter does now know why they have stopped her using the hire car! Another case of "read your policy" before ranting!

The issue you complain about now goes both ways - if they had said you can keep the hire car till you agree on the settlement figure, then a driver who has written off their car could keep holding out for a further £5 in order to hang on to the hire car!

Didismump

Sorry you actually took my comment completely out of context too...:(
What I meant was, it is no help that she has had the car taken away from her by the hire company and so consequently has no car..as in 'still no help with no car'..maybe my grammar was slightly squiffy as I have run myself ragged trying to get her out of hospital and back on the road..
I am far from ranting as I am too tired to fight and only came on to ask for help..which I thanked you for..and having now looked into it further she will be entitled to compensation for having to make her own way into work...as they have taken the car and left her with no transport..therefore inconveniencing her ability to get to her workplace...:(
Thankfully ..albeit in my ignorance..I have never had to deal with this kind of issue before..and having been told initially by some bod at the Insurance company that she could have the car until she could get the full settlement and buy another..as long as it was within 21 days or a longer period IF agreed all round..I took them at their word...
Hence I was SO shocked and upset when they said they wanted it back after 4 days..when she had not even sat in it...
Its a case of 'look before you leap' I guess....:(

Didismump

And btw Vaio...thanks to you too for the link to the Financial Ombudsmen, as I today informed 'Elephant' of some of the pointers stated on the link..and could hear their toes curling when I mentionned that I had spoken to the F.O ( as I had by then) regarding my daughters claim and our reasons for complaint regarding the same...It seems that they do not want it to go to the F.O as the 4 seperate reps I spoke to all seemed to want to get her some form of transport sorted out asap and/or compensation and the claim settled 'to our satisfaction'...
By the looks of the site ..'Elephant' have had 'QUITE' a few complaints made against them,
which have been eventually sorted out in the claimants favour..
It seems that sometimes it pays to make a stand on how the correct wording should be used in conversation and/or in keeping with any policy, and I thank the 'recorded telephone conversations' for being my back-up..:)
Thankfully I learned (the hard way) years ago, to always log the person you speak to,and the date and time of any conversation..
It has paid as good advice on several occasions,and hopefully will again..and is always worth noting for future reference..;) Thanks again Vaio, and everyone..:)
PS.. Merry Christmas ( only 39 days to go..;)) and a Happy, Healthy New Year to all..Blessings...:)