Admiral not repairing the car in full

anandp

A few weeks ago, I was hit by a driver and the car was damaged. We're both insured fully comp with Admiral so I thought it would be straight forward.

But after the initial courtesy car, they started being awkward about repairing the whole car saying their engineer is saying that the door damage is older and not caused by this accident.

I've escalated it to the prestige team manager and also asked to formally complain but what else can I do?

BoGoF

Was it caused by the same incident?

chanz4

was it howard basfords crew?

Skintski

They get people in every day of the week claiming that more damage was done during a prang than actually occurred. As much as I understand your frustration try to remember that they have this thought in the back of their minds all the time. This is partly why policies have shot up such a lot recently, this and through personal injury claims.

anandp

BoGoF wrote: »

Was it caused by the same incident?

Hi BOGOF - yes it was. I understand that some people will try it on, but in my case its genuine and I'm getting tarred I guess with the same brush!

lisyloo

Formally complain (I would do it by recorded delivery for an extra 75p).
Make your position clear (damage was caused wholly by this incident etc.) and state what you want them to do (fix the car properly).
Make it clear you will raise this to the Ombudsman. (This costs them in the regioun of £500 and showing you know your rights can be enough to stop them trying to fobb you off).
Don't be agressive, but lay it out clearly what you want - which is pretty simple in this case.
I would start now, because the clock starts ticking.
You might also want to mention that you will hold them liable for your costs e.g. essential transport during any delays on their part.

Keep a diary of both communication and costs.
If you talk on the telephone get a name, date & time. There are two reasons for this, 1- calls can be traced if recorded. 2 - the other perons know you have their name and calls are potentially recorded.
Keep receipts for any bus fares, taxis and car hire you need to get, but be reasonable about it e.g. don't hire a car for a week if you could easily get a £3 return bus ticket (unless there is a justification for it).

anandp

Thanks Lisyloo - I'm off to do exactly that. Shouldn't need the travel receipts part as they have already arranged a courtesy car which I've had for 4 weeks now and I'm refusing to give it back until I've spoken to my contact's manager!

lisyloo

Good for you, but I would expect the courtesy car to come under pressure at some stage.
Normally they are provided by garages and if the insurer are being difficult then that is not the fault of the garage and as we are coming up to icy/snowy weather then it's likely they will be in demand.
I think you are doing the right thing and it gives them more motivation to sort things out.

vax2002

I would say you are offering them once last chance to repair the car as agreed, if they do not take you up on this offer, you will withdraw consent for them to deal with the claim, have the car repaired at the main dealership and issue court proceedings to the other driver for the damage he caused. .

lisyloo

have the car repaired at the main dealership and issue court proceedings to the other driver for the damage he caused

This is at your own risk and cost and it may take some time to sort out.
That's why I suggested the free albeit slower Ombudsman route.
Most people would go the risk-free cost-free route.

anandp

Can't do that now I'm afraid.

The situation is that they nominated a garage to pick up the car and arrange a courtesy car through Enterprise on the same day. I've explained to the garage and to Enterprise that I'm in dispute with Admiral so to hold my car until they hear otherwise, and to Enterprise I've said I'll hold the car until I get mine back.

Repairs have been carried out already, but they've left out a major part saying it was not caused by 'this' accident.

I have only spoken with one of their team on the phone. They sent out written confirmation of their position, to which I emailed back but received no response. I got chased to collect my car by Admiral by phone at which time I asked to receive their complaints address and an escalation to a manager. No complaints address received yet, nor a call back from a manager.