Insurance 'write-off' - now what?

SevenOfNine

On 14 January third party insurer informed us by telephone that our vehicle was a write off following a 'no fault' accident.

Did not agree with valuation figure mentioned during the call and asked for everything in writing. Not received!

On 18 January we wrote (recorded delivery & copy emailed) to request reconsideration of the valuation mentioned in the 'phone call and we also provided evidence of higher value from Glass's Guide. No response!

Today a cheque for their original valuation figure has arrived with absolutely nothing more than the words "as per our recent letter"??? No letter!

We're happy to start Ombudsman proceedings regarding their valuation amount, but not sure if we are supposed to accept it "Without Prejudice" and stick it in the bank? Don't need it to purchase new car so should we just 'sit on it' instead?

We still have the remaining keys, V5C, need to reclaim remaining road tax etc. It seems like they've just thrown a cheque in the post in order to be entitled to take the hire car vehicle back (we're not bothered about keeping it longer).

Does anyone know what their correct process should be for all of this, we've had absolutely nothing in writing (apart from this cheque). So far they're being incredibly vague :huh:,

dacouch

You can't complain to the Ombudsman if you've gone direct to the other Insurer.

rs65

I think you need a copy of their 'recent letter' to see where you stand.

dacouch

Which Insurer is this?

Personally I would call them and ask for the case handler, be really polite and go through what evidence you have and take it from there.

You're more likely to get an increase in the offer if you're friendly and polite than by sending an official letter which by the sounds on they will sit on anyway.

SevenOfNine

dacouch wrote: »

You can't complain to the Ombudsman if you've gone direct to the other Insurer.

This proved to be sadly correct. Can only use Ombudsman if you are a 'customer' of the company you are complaining about. Thanks for info.

Talk about "rock and hard place", our own insurer dumped us on to Albany (a claims management company who don't have the best reputation), leaving little option but to handle it ourselves with the other insurance company (Zenith).

The missing letter asked for 3 or more adverts from private sales only, such as local press, autotrader (& no auctions or community sites forums). Must be same make/model/year/condition and similar mileage. Proving practically impossible!

In exchange we've asked them to do the same and clarify exactly where THEY obtained their valuation. In a telephone conversation they did give some figures:
Glass's: £4540 / CAP's: £4225 / Parkers: £3655 plus a salvage value of £730.

They've sent £4500 and we've asked for £5050. Think we'll move forward into their formal complaints procedure seeing as we have plenty of time.

In the meantime, if anyone sees an ad for:
Mazda 6 / 2.0L / TS2 / 5dr hatchback/ 2007 (57reg) / 46600 miles / full service history / 1 owner/ MOT Aug 2012/ excellent condition - parked in garage overnight, please let me know

Zenith want the V5 (which they can have {eventually} now that we've written to DVLA), original MOT, service history, spare keys......all of which they can swing for given that they 'may' increase it's value once repaired and back up for sale as a 'write off' vehicle :mad:

vaio

How are you getting around whilst this is all going on?

If they were paying for a hire car they might not take so long to get it sorted out to your satisfaction

spacey2012

You go after the other driver for the difference, make sure nothing is marked as full and final.
If your evidence is good that your value is incorrect you bill the other driver for the difference and take them to court.
If there insurance only wants to meet part of your costs that is their problem.

You also learn very quickly why those who have done it before make the shortfall up with a whiplash claim.

SevenOfNine

Vaio - gave hire car back yesterday (though kept it for 5 days longer than necessary), getting around in new Seat Leon. Downsized a touch prematurely, had planned it for another couple or 3 years when our Mazda was older.

Spacey 2012 - now there's something we hadn't thought of. We have legal cover for our uninsured losses and legal advice cover with a household policy, will investigate this aspect further (& mention it when we reach 'formal complaint' stage with Zenith). Though will consider costs!

I've always had very little time for the whiplash culture - NOW I appreciate the motives more.

dacouch

SevenOfNine wrote: »

This proved to be sadly correct. Can only use Ombudsman if you are a 'customer' of the company you are complaining about. Thanks for info.

Talk about "rock and hard place", our own insurer dumped us on to Albany (a claims management company who don't have the best reputation), leaving little option but to handle it ourselves with the other insurance company (Zenith).

The missing letter asked for 3 or more adverts from private sales only, such as local press, autotrader (& no auctions or community sites forums). Must be same make/model/year/condition and similar mileage. Proving practically impossible!

In exchange we've asked them to do the same and clarify exactly where THEY obtained their valuation. In a telephone conversation they did give some figures:
Glass's: £4540 / CAP's: £4225 / Parkers: £3655 plus a salvage value of £730.

They've sent £4500 and we've asked for £5050. Think we'll move forward into their formal complaints procedure seeing as we have plenty of time.

In the meantime, if anyone sees an ad for:
Mazda 6 / 2.0L / TS2 / 5dr hatchback/ 2007 (57reg) / 46600 miles / full service history / 1 owner/ MOT Aug 2012/ excellent condition - parked in garage overnight, please let me know

Zenith want the V5 (which they can have {eventually} now that we've written to DVLA), original MOT, service history, spare keys......all of which they can swing for given that they 'may' increase it's value once repaired and back up for sale as a 'write off' vehicle :mad:

The difference between the values they've received and your expectations of value would suggest to me that either a) You're being unrealistic or b) They're valuing the car on a different basis to you eg different mileage or condition etc.

Getting to the bottom of the above would help, bear in mind car values at dealers and autotrader are not always the value as there's often an amount built in for negotiation.

I'm not sure you can make an "Official Complaint" either as you're not their policy holder.

Assuming you can't make a complaint, you need to address the above points and treat the matter as if you were looking to go through court eg gather the same level of evidence. Although I would try and remain polite and calm with your dealings with them otherwise.

vaio

yep, I also don't think the complaint system applies to non customers.

You negotiate and if you still aren't happy then it's LBA & court against the at fault driver

Lum

SevenOfNine wrote: »

I've always had very little time for the whiplash culture - NOW I appreciate the motives more.

Bing bong! we have a winner!

Been through all this with an 18 year old "modern classic" car that got rear ended and written off by a 4x4 who didn't expect my GF to stop for a fully occupied roundabout. The car in question had recently been fully restored and resprayed for a cost of 4 grand, freshly rebuilt engine at a cost of 3 grand, rebuilt gearbox for another grand, you get the idea. They offered us 800 quid, and eventually settled for £1850 and the remains of the old car back so we could re-use the engine in a 2 grand good(ish) condition shell we bought with a dead engine.

Still failed to break even, even with the whiplash claim, oh and she's still in pain from the accident 5 years later, there was no fake injury going on here.