Car Insurance Claim - Car still being repaired after 4 months!

Dangermac

vaio wrote: »

Yep, they don't repair cars either, the point I was making is that, even though they are in the hands of others, there must come a time when another way of sorting it out (like writing it off) must be considered.

Yours took 4 months, the OP is eight months and counting, what is an acceptable time?

How long is a piece of string?

In the case that I was referring to, even Landrover UK (and various other specialist parts suppliers) couldnt source these parts anywhere in Europe.

Ultimately, if the part is not available, it's not available. Eventually, the insurer may need to consider writing the car off.

There is no easy solution

DM

rs65

Dangermac wrote: »

Eventually, the insurer may need to consider writing the car off.

Or consider cash-in-lieu of repairs.

Dangermac

rs65 wrote: »

Or consider cash-in-lieu of repairs.

Absolutely. I think that's the only 3 options available:

- wait for the part to become available
- request a cash in leiu of repairs settlement
- request that the car is written off

I'm not sure that the OP will have very much luck in his/her pursuit of the FSA (who dont handle consumer complaints anyway). The only entity that the OP should complain to is the car manufacturer.

It is definately worth speaking to the manufacturer's customer helpline and/or write to the Chief Executive.

DM

Christopher7

Hi OP
Here's my advice for what its worth.

1. Ask the garage who they have ordered the parts through and obtain the order number and/or the part number(s) for the parts on 'back order'.

2. Contact the dealer directly to verify that the parts are actually on order and were ordered when the garage said they were. The order would be special order and the dealer would probably want payment up front before they order them from the factory as they wouldn't want to be stuck with slow moving parts if the order was cancelled. The repairing garage may have been reluctant to pay this as they wouldn't get paid by the insurance company until they had completed the repair.

3. Make sure the garage and the Nissan dealer have marked your order VOR (Vehicle Off Road), these orders are prioritised but the garage and dealer may not have done this as they may not get as bigger discount.

4. If the order is through a Nissan dealer, contact Nissan UK and ensure they are aware of the situation. If the part has indeed been on back order for 8 months, then I would have expected Nissan to have provided you with a replacement vehicle.

JOEJOETHEJOEY

InsideInsurance wrote: »

As you previously admitted it is not your insurers fault. You have bought a rare import car and one of the consequences of doing so is that parts are more difficult to get, hence also why your premiums are higher.

If you have a complaint with anyone then it is Nissan. What have they said? Have you actually complained to them about the length of time?

I would've expected that since I'm paying higher premiums, my car would still get the same amount of cover as any other car. It's not an import, it's a UK car and readily available through Nissan.

The problem is, Admiral wouldn't allow me to take to my own Nissan dealer where I brought it from because it's not under their own approved panel. Ironic really. They don't have any approved Nissan repairers at all under their panel in the whole of the London area. Nissan are not to blame at all at the present moment in time, because if they had taken on the repairs job, it would've been finished ages ago. The garage that's responsible for the repairs has no experience with this type of vehicle and so are failing at every hurdle they come across.

vaio wrote: »

I'd certainly be looking at second-hand parts and refund of 8 months insurance.

If you really don't want the car back then try arguing that they should write it off. Anything can be repaired even if that means hand machining/moulding new parts just for you. Obviously this would be on the pricey side and would make the repair uneconomic in which case your insurance company should write it off

Apparently, all the parts have done. They were having trouble getting the paintwork to match the existing colour. Used three paint technicians and all three were unable to get it right.

I do want them to write it off now, but I'll be out of pocket both ways.

lisyloo wrote: »

On the practical side have you looked at "factored" parts, second hand parts, scrap yards, ebay etc.

I don't see you are entitled to anything.
If you wanted a "guanrateed" hirecar then you should have purchased that insurance policy (but I'm not sure on the time limits on those).

I can't see the insurer or repairer are at fault here and you are simply not covered for any waiting time.
I can't see how the finance company are in any way to blame, nor tha garage (unless they are overlooking any obvious options).

You can sue who you like but I can't see how anyone has done anything wrong. You are simply not insured for this eventuality.

Have you spoken to the insurer? Looked for alternative parts e,.g. scrap yards, ebay? What has the insurer said?

I think they BOTH are at fault here. Admiral have admitted that the garage is at fault and they are proceeding with their own investigation and complaints towards them. But the outcome of that won't benefit me in anyway. Admiral's negligence is that they did not consider that the garage they selected were not equipped for the repairs and also have not dealt with me as a customer with any respect.

With regards to hire car, under their own terms and conditions, I was supposed to be offered something similar. What I got was the complete opposite. My policy is for a AUTOMATIC, the garage could only supply a MANUAL. But I'm not even bothered with that coz I have another car to drive, it's just the principle.

vaio wrote: »

Yep, but as the insurance company have taken the premium isn't there a duty on them to sort it out in a reasonable time?

If they can't source/make the parts then they should write it off otherwise the OP could still be in this position next year or the year after

Well said, that's what I thought too. They took my money and should take on the risks too. Hence the higher premiums. :T

Dangermac wrote: »

The insurer doesnt manufacture the parts, therefore, to a large extent, they are are in the hands of others.

I had a similar problem with a client of mine who had a LandRover Freelander, and the damaged part couldnt be obtained anywhere in Europe. Because of the recession, many car manufacturers are not stockpiling parts, therefore, supplies can run short at times.

The part eventually came through, 4 months later.

DM

My wait has been double that. so it's not comparable really.

vaio wrote: »

Yep, they don't repair cars either, the point I was making is that, even though they are in the hands of others, there must come a time when another way of sorting it out (like writing it off) must be considered.

Yours took 4 months, the OP is eight months and counting, what is an acceptable time?

Agreed. If the insurer can just turn around and say your car is rare and so we can't fix it for another two years, what's the point in paying the higher premiums?

rs65 wrote: »

I had a Lancia years ago that was stolen and crashed. It needed a new bodyshell (I think) and was told it would take months - would I rather it was written off.

The difference with mine was they knew it would take months from the outset.

I guess the OP (and insurer and garage) didn't expect it to take his long. He doesn't seem to doubt the availability of parts so it just seems very unusual and unfortunate for it to take this long.

Compensation is always a possibility but you need to establish fault on someone's part and I think that will be difficult here.

Did you choose to have it written off? How much did they pay?

Dangermac wrote: »

Absolutely. I think that's the only 3 options available:

- wait for the part to become available
- request a cash in leiu of repairs settlement
- request that the car is written off

I'm not sure that the OP will have very much luck in his/her pursuit of the FSA (who dont handle consumer complaints anyway). The only entity that the OP should complain to is the car manufacturer.

It is definately worth speaking to the manufacturer's customer helpline and/or write to the Chief Executive.

DM

But the FSA deals with complaints for Insurance companies who is ultimately who I'm dealing with because they took my car away for repairs. Even Admiral told me that I have options to complain to FSA if they can't resolve my complaint after 8 weeks. It's been long beyond that now.

Christopher7 wrote: »

Hi OP
Here's my advice for what its worth.

1. Ask the garage who they have ordered the parts through and obtain the order number and/or the part number(s) for the parts on 'back order'.

2. Contact the dealer directly to verify that the parts are actually on order and were ordered when the garage said they were. The order would be special order and the dealer would probably want payment up front before they order them from the factory as they wouldn't want to be stuck with slow moving parts if the order was cancelled. The repairing garage may have been reluctant to pay this as they wouldn't get paid by the insurance company until they had completed the repair.

3. Make sure the garage and the Nissan dealer have marked your order VOR (Vehicle Off Road), these orders are prioritised but the garage and dealer may not have done this as they may not get as bigger discount.

4. If the order is through a Nissan dealer, contact Nissan UK and ensure they are aware of the situation. If the part has indeed been on back order for 8 months, then I would have expected Nissan to have provided you with a replacement vehicle.

Could've gone down this route if Nissan were responsible for the repairs. But they're not, that's what's caused the problem.

If I ask for the car to be written off, do they pay the market value of the vehicle? I have GAP insurance on the car, will they accept it?

Thanks for taking the time to read and reply guys! Much appreciated!

Christopher7

JOEJOETHEJOEY wrote: »

The problem is, Admiral wouldn't allow me to take to my own Nissan dealer where I brought it from because it's not under their own approved panel. Ironic really. They don't have any approved Nissan repairers at all under their panel in the whole of the London area. Nissan are not to blame at all at the present moment in time, because if they had taken on the repairs job, it would've been finished ages ago. The garage that's responsible for the repairs has no experience with this type of vehicle and so are failing at every hurdle they come across.

I think you have a valid complaint against Admiral, if they did not allow you to take your vehicle to your own Nissan dealer. It is your right to take it to a garage of your choice. Here is a paragraph from the Office of Fair Trading website;

Car body repair

If you've had a bump it can be worrying to trust an expensive repair with an unknown business. The OFT database makes it easy to find reputable repairers in your area.

Top tips

Remember – it’s your car and your choice of repairer.
Don't be pressured into going to a body shop you're unsure about.
Check the guarantee and what support its OFT Approved code offers to consumers.


That said however, if the parts have been ordered through an authorised Nissan dealer, then blame for the delay has to lie with Nissan. If you give them a call with the order number or part number and your vehicle reg, you will find that they will accept responsibility for the issue and will be most accommodating.

Although if Admiral are blaming the garage, then i suspect they didn't order the parts when they were supposed too, probably for the reasons i alluded in my previous post.

Christopher7

With regards to asking for it to be written off, unless the repair cost is in the same ball park as the value of your vehicle, then i'd doubt Admiral would consider this.

vaio

As the parts have arrived it down to workmanship.

Admiral should have given your car to a competent garage to fix, they haven't so put a written formal complaint into them

1. Car to be repaired properly within reasonable agreed time scale.
2. If this can't be done then car to be given to Nissan to repair or written off.
3. Refund of insurance paid whilst car has been unavailable.
4. £25 a day loss of amenity/alternative transport/hassle money.

If they don't sort it out escalate to FOS

JOEJOETHEJOEY

Christopher7 wrote: »

I think you have a valid complaint against Admiral, if they did not allow you to take your vehicle to your own Nissan dealer. It is your right to take it to a garage of your choice. Here is a paragraph from the Office of Fair Trading website;

Car body repair

If you've had a bump it can be worrying to trust an expensive repair with an unknown business. The OFT database makes it easy to find reputable repairers in your area.

Top tips

Remember – it’s your car and your choice of repairer.
Don't be pressured into going to a body shop you're unsure about.
Check the guarantee and what support its OFT Approved code offers to consumers.


That said however, if the parts have been ordered through an authorised Nissan dealer, then blame for the delay has to lie with Nissan. If you give them a call with the order number or part number and your vehicle reg, you will find that they will accept responsibility for the issue and will be most accommodating.

Although if Admiral are blaming the garage, then i suspect they didn't order the parts when they were supposed too, probably for the reasons i alluded in my previous post.

Ah! That's very naughty of them then. They told me they had to use one of their own approved garages, unless I could find two garages who can provide a repairs quote which is less than theirs. Thanks for pointing that out. I'll keep that in mind when it comes to demanding compensation.

Christopher7 wrote: »

With regards to asking for it to be written off, unless the repair cost is in the same ball park as the value of your vehicle, then i'd doubt Admiral would consider this.

I would've thought so too. But was hoping that since they've taken so long, I'm entitled to them paying me back and then they keep the car for themselves to sell on.

vaio wrote: »

As the parts have arrived it down to workmanship.

Admiral should have given your car to a competent garage to fix, they haven't so put a written formal complaint into them

1. Car to be repaired properly within reasonable agreed time scale.
2. If this can't be done then car to be given to Nissan to repair or written off.
3. Refund of insurance paid whilst car has been unavailable.
4. £25 a day loss of amenity/alternative transport/hassle money.

If they don't sort it out escalate to FOS

Well most definitely poor workmanship. It's beyond a joke how they've dealt with the whole process. It's beyond me how Admiral have approved them for repairs. Probably due to price, but their estimates for repairs were by far more than the one I got. I'm demanding them to pay back for unused insurance. What annoys me the most was that they advised me to renew the policy while they were still fixing the car!!

They have supplied a courtesy car, although I haven't used it at all. It's been sitting on my driveway for all this time. It's a manual transmission and everyone apart from me has forgotten how to drive manual. But I have to use my other car to get to work so it's not being used at all. Can I use reason of inconveniences caused for compensation?

Thanks again!!!

JOEJOETHEJOEY

Well it's been over 12 months now. My car still hasn't been properly repaired, although they have handed it back to me awaiting further investigation on Admiral and FSA's side.

I am currently wanting them to compensate me for a portion of the car finance I have been paying for the privilege of not driving it. But the FSA have advised that this is very difficult to claim since it's the cost of ownership. However, my argument is that I was without my car for so long that the finance I was paying for my vehicle could have brought the courtesy car they provided me ""outright"". Do I have any leg to stand on here or am I chasing a lost cause?

Also, what are the chances of claiming for stress and inconveniences?

Thanks!