Insurance Injury Claim

trident227

My wife, who is a named driver on our policy had an accident in our car in which she lost control on black ice and ended upside down in a field. Our claim seems to be going fine with one exception. She has suffered a neck injury which in turn has resulted in her having to take a couple of days off work. Having phoned our provider up to explain they have informed us that we have no standing with regards to any form of claim (injury only) yet it clearly states in our policy that we do.
This would be in the form of self help physiotherapy, advice and guidance and telephone advice line in respect of a minor soft tissue injury.
Prior to seeking the "no win no fee" route (of which I am sceptical) could anyone shed any light or advice on the above......any information would be greatly appreciated,

Kind regards !!:o

Quentin

trident227 wrote: »

Prior to seeking the "no win no fee" route ......

Who will your wife sue???

Unless she has a separate policy covering her for personal injury, then all she can do is claim her self help advice you mentioned is provided by your motor insurance.

trident227

Thats the problem. They are telling me that we are not entitled to anything even though the policy states we are. This was after I had to quote the policy to them, which at best is unprofessional i.e not knowing what you rcompany policies are !!

Quentin

She won't be entitled to any money, if that's what you mean!

But the phone advice line you mentioned should be provided (assuming named drivers can "benefit" from it).

rs65

What does the policy actually say?

trident227

Hi, the policy states the following:

Optional Extras - Legal Assistance Plan

Policy Booklet - Legal Assistance Plan says: In the event that you (named drivers) are responsible or partially responsible for a motor accident in which you or your passengers sustain a minor soft tissue injury i.e whiplash or similar neck strain we will provide;

1. A free telephone advice line for a period of 12 weeks from the date of notification, giving access in respect of your recovery and any exercises specific to your needs
2. Details of how to access a remote web based or self help physiotherapy session with advice and guidance about your minor soft tissue injury.

Now I had to explain to the lady of what the policy stated which I found to be rather annoying, yet she told me point blank that as it was my wifes fault she was not entitled to any form of help.

Just to clarify with regards to you above, this means according to the policy.....the policy holder or other person insured to drive according to the schedule i.e my wife.

Quentin

So if you took this optional extra, (and it shows on your schedule), then escalate this to a manager in the claims department. If this fails to get you access to the phone/website mentioned, then use their formal complaints procedure, and send in a written complaint and take it from their response (ultimately you can take this to the FOS if not satisfied).

rs65

Its unusual for it to be headed 'Legal assistance' when its nothing to do with legal. I think I have a section called 'physio' or something like that.

I'm sure you will get someone at your insurers to agree with you - must be rare to have a claim under that option, assuming of course that you chose that option when you took the policy out.

catkitty

trident227 wrote: »

Hi, the policy states the following:

Optional Extras - Legal Assistance Plan

Policy Booklet - Legal Assistance Plan says: In the event that you (named drivers) are responsible or partially responsible for a motor accident in which you or your passengers sustain a minor soft tissue injury i.e whiplash or similar neck strain we will provide;

1. A free telephone advice line for a period of 12 weeks from the date of notification, giving access in respect of your recovery and any exercises specific to your needs
2. Details of how to access a remote web based or self help physiotherapy session with advice and guidance about your minor soft tissue injury.

Now I had to explain to the lady of what the policy stated which I found to be rather annoying, yet she told me point blank that as it was my wifes fault she was not entitled to any form of help.

Just to clarify with regards to you above, this means according to the policy.....the policy holder or other person insured to drive according to the schedule i.e my wife.

Hi

can I just point out that this is offering details of a self help website and not actually offering compensation or financial assistance with the injury.

They are not stating that they will pay for anything only that they will give "Details of how to access a remote web based or self help physiotherapy session with advice and guidance about your minor soft tissue injury"

Legal assistance is only there for when another party is at fault and you have suffered an injury that is at the fault of another driver. Then they will act on your behalf to claim compensation, the guidence is there to help you/your wife get over her injury quicker.

I hope this helps and clarifies.

[Deleted User]

I am shocked that you think you can claim anything, I don't think the telephone and online support will be what you need right now, NHS direct do the same and you won't need to complain, unless of course you want compensation for the insurer not providing what they sold you, if so you may be looking at £100 at best as I guess from what you are saying that your car will be sorted out nicely.

You can not claim from yourself though, if only we could! unless you have taken out one of these personal injury cover plans?

HTH

[Deleted User]

P.s - No win no fee needs a person to sue first? Unless you sue your wife? If you were in the vehicle?