Any advice on how to speed up repair?

1jim

Probably nothing to be done but I wondered if you have any advice on what to do next

About 4-5 weeks ago my stationary car was hit by a driver covered by Aviva, we decided to deal directly with Aviva for repairs rather than using our fully comp policy as we felt it would be quicker and probably more cost effective for the insurance company.

The damage was minor, a dent on the wheel arch- just needs pulling back into shape and resprayed, car fully drivable.

The car was collected very quickly by ADR repairs in Derby. We were given a hire car by enterprise (didn't have any tax disc and had to be replaced but that's another story). Unfortunately that's where my car has stayed since. It has sat in ADR's car park since they collected it, we have had numerous "estimated dates or repair" have come and gone, all usually preceded with a call the night before to say it won't be returned after all, the last time being yesterday... I called at 9:30am and asked if it would be returned today, I was told it would be, imagine my surprise at 5:30 to receive a phone call from them telling me it will be at least another week.

It appears that ADR in derby have taken n significantly more work than they can deal with.

ADR don't seem bothered about the time taking, they have apologised but make no promises when I will get my car back

The Aviva call centre are not concerned about the delay, I have a hire car, why should I care how long it takes. All requests to speak to complaints are refused, they apparently have to email complaints who they promise will return call in 24hrs, I am still waiting

I have emailed CEO office of Aviva who again have not even acknowledged the email

Any ideas of what can be done now? Can I request my car be taken to another garage for the completion of repairs in a more timely way?
The insurance companies talk a lot about the public inflating the costs of repairs....by my reckoning the hire has already cost them £750 and thats increasing daily so is likly to be £1000 before the cost of repair is factored in which is a bit harsh when the lady who hit me has to answer how much claim was for

Probably more of a vent post but any helpful advice would be appreciated.... I just want my car back :-(

Quentin

You can certainly ask for your car to go to your own choice of garage.

But if the hire car is acceptable to you, then you may as well increase its mileage at aviva's expense. (If it's not acceptable, tell them why and ask for another)

(Next time you are the innocent victim, get the third party to deal with your choice of repairer rather than theirs)!

Christopher7

Hi 1jim,

ADR Accident Repair Centre's are a group of Bodyshops whose headquarters are in Chesterfield. Ring 01246 263100 and ask for Julie Eley, she is the Group Operations Manager for ADR.

1jim

Christopher7 wrote: »

Hi 1jim,

ADR Accident Repair Centre's are a group of Bodyshops whose headquarters are in Chesterfield. Ring 01246 263100 and ask for Julie Eley, she is the Group Operations Manager for ADR.

Do you think she will be able to do anything?
It just seems that they have taken on far too much work and there is a queue, of which mine is someonwhere on the list.

1jim

Quentin wrote: »

You can certainly ask for your car to go to your own choice of garage.

But if the hire car is acceptable to you, then you may as well increase its mileage at aviva's expense. (If it's not acceptable, tell them why and ask for another)

(Next time you are the innocent victim, get the third party to deal with your choice of repairer rather than theirs)!

I can see that argument about putting miles on their car, but it seems to be using a lot more petrol than ours does (although the official mpg says they are about the same), it's bigger 7 seater as opposed to my 5 seat and feels like a bus!

I am also concerned that my car has been parked up for nearly 5 weeks with no end in sight.

Aviva seem totally unconcerned that the costs are racking up, but if you times this cost by how many cars are lined up it must be massive!

Quentin

Keep details of your petrol expenditure, and if you can make a case they should reimburse you the difference.

(Talk to the hire company about downgrading because of the petrol issue.)

1jim

Quentin wrote: »

Keep details of your petrol expenditure, and if you can make a case they should reimburse you the difference.

(Talk to the hire company about downgrading because of the petrol issue.)

Asked Aviva about this issue this morning and they said no, they said they provided the hire car and that's all the liability they have. To be fair the official mpg figures seem comparable but I have been putting more fuel in than I do in my own car so will be on to a looser I think.

To be honest I think I am probably stuck with it now and at their mercy until its repaired. I hope this inflated claim doesn't affect the insured persons premiums too much at renewal time

Quentin

1jim wrote: »

Asked Aviva about this issue this morning and they said no, they said they provided the hire car and that's all the liability they have.......

Don't accept that stance.

They are responsible for your costs incurred thanks to their insured, and excess fuel costs resulting from having to use their bigger hire car than yours for weeks comes under that heading!

rs65

Quentin wrote: »

They are responsible for your costs incurred thanks to their insured, and excess fuel costs resulting from having to use their bigger hire car than yours for weeks comes under that heading!

The difficulty will be proving the expense, particularly if the official mpg figures are comparable.

Quentin

rs65 wrote: »

The difficulty will be proving the expense, particularly if the official mpg figures are comparable.

Easily solved by them downgrading the car. (If you were sourcing the car yourself for all these weeks, (and reclaiming off Aviva), you'd be wanting (and getting) a smaller one!)

Christopher7

1jim wrote: »

Do you think she will be able to do anything?
It just seems that they have taken on far too much work and there is a queue, of which mine is someonwhere on the list.

Hi 1jim

That is not an acceptable excuse. There are a number of bodyshops closing or having to lay off staff due to a work shortage. ADR must be seriously bucking the trend if they have enough jobs to cause 4-5 week delay.