Admiral not repairing the car in full

olly300

keith1950 wrote: »

Hi, you say here that you have a 'courtesy car' however elsewhere you state that Enterprise are involved.

If the car is from Enterprise then it is not a courtesy car but a hire car and at the end of the day someone has to pay for the hire costs.

Lots of insurance companies use Enterprise to supply their "courtesy cars" as it's easier for them to outsource this to a car rental company who have offices around the country.

The insurers pay something like £10 a day for a small car i.e. 1.0 litre and about £17 a day for something with a 1.6 litre engine. You only get the larger cars if you have a need for one i.e. have business cover on your insurance. However as a person of the street the price is at least double this to hire one of their cars per day.

The way it works according to the garage I spoke to is that they get your car and aren't allowed to give it back to you until the repairs are done/car is written off.

Enterprise will then supply you with a courtesy car if you chose that option when you brought your insurance.

Sometimes the garage has some courtesy cars so you get one of them instead of a car from Enterprise, but your insurance company still pays the garage for you to use it.

Either way the courtesy car is insured on your insurance with a excess of £250 unless you decide to pay extra to decrease it.

olly300

anandp wrote: »

100% sure I am blameless however have already had Admiral repair the car. Its an Enterprise car, a hire car but is provided as a courtesy car to me (Admiral's words on the phone, not mine). I know someone has to pay the costs, and until now, its Admiral that pays this. Its only since this dispute that I may become liable for extra charges!

Have a word with the financial ombudsman service on the phone tomorrow.

Then phone Admiral and mention you spoke to the the financial ombudsman service. (Take notes etc. and ask Admiral to send you a letter detailing any decisions made on the phone.)

Follow up the phone call with a letter to Admiral with the title "Formal Complaint" if you don't get anything resolved on the phone.

Also don't rely on emails to contact large businesses. There are lots of valid reasons they can make up why they didn't receive them and get away with it. They can't do this with telephone calls or letters.

A utility company paid me £30 for not answering an email 2 years after I sent it during which time I had another issue with them which I had to go to the ombudman to resolve.

lisyloo

You can't just send an email and forget about it. You ened to do more than that else you risk being charged?
Is your car driveable?
If it is then I'd go pick it up and carry on driving it whilst you argue.
If it isn't then you need to get onto Admiral on the phone and say this dispute is now urgent due to you being without transport.
Have you started the formal comaplint yet? You should have done that days ago.

chanz4

[EMAIL="anthony.richards2@admiral.com"]anthony.richards2@admiral.com[/EMAIL] is in the quality team, used him before

keith1950

Lots of insurance companies use Enterprise to supply their "courtesy cars" as it's easier for them to outsource this to a car rental company who have offices around the country.

The insurers pay something like £10 a day for a small car i.e. 1.0 litre and about £17 a day for something with a 1.6 litre engine. You only get the larger cars if you have a need for one i.e. have business cover on your insurance. However as a person of the street the price is at least double this to hire one of their cars per day.

The way it works according to the garage I spoke to is that they get your car and aren't allowed to give it back to you until the repairs are done/car is written off.

Enterprise will then supply you with a courtesy car if you chose that option when you brought your insurance.

Sometimes the garage has some courtesy cars so you get one of them instead of a car from Enterprise, but your insurance company still pays the garage for you to use it.

Either way the courtesy car is insured on your insurance with a excess of £250 unless you decide to pay extra to decrease it.

They misinformed you, if it is a 'courtesy car' it is provided by the bodyshop and the hourly rate the bodyshop receive is slightly higher to pay for this.

If Enterprise are involved then it is definately a hire car and unless you have specifically selected the option for a 'hire car' when purchasing the insurance then unless you are 100% sure that you are blameless you are taking a risk that you might end up paying hire charges.

Enterprise are involved in accident management and just like Drive Assist ( see many previous threads ) they fall over themselves to leave a car with you then chase you for hire charges if any blame is ultimately apportioned to you.

I work in the motor trade and see this happening everyday.

If you can get a genuine courtesy car take it rather than a hire car.

lisyloo

I usually fall on the side of the insurers and not consumers in discussions on here, but it is absolutely dreadful the way that people are misled about what services they are getting from whom when there is a claim.
People are passed on the phone to accident management companies where they potentially incurr liabilities whilst they think they are still talking to their insurer.
There should be "key facts" type legislation to stop this happening, so that people know at every stage WHO they are dealing with and what there potential liabilities are.