Car insurance claim too slow?

Rascally

Hi all, bought a specific learner driver insurance policy so that my daughter could be taken out for practise. Sadly we've had to make a claim against that policy due to an incident 3 weeks ago involving the car and the front wall of my house (the car ended up practically inside the house). We reported the incident to the insurers and our house insurance within minutes, it was on a Friday evening so we didn't expect things to get done over the weekend. The house insurers have been fine, they have done what they need to do, but we phoned the car insurers again on the Monday only were told there was no record of the original phone call. We start the process again. A few days later we've heard nothing about recovering my car for assessment and/or repair so we phone again, only to be told the same thing. We have been phoning every couple of days since and we are told the same thing every time "sorry for the delay, it'll get done today" but it never does. This has now entered it's fourth week and I'm having to pay to hire a car while my car sits on the drive. This is very frustrating as I speak to a different call centre employee every time I phone and they don't seem to understand or care that their customer service is poor. Not sure how to proceed in order to make them understand the urgency. Any sensible ideas that will get the job done?

forgotmyname

Send a formal complaint written letter not an email. Recorded delivery.

And see if they suddenly remember your previous contact. Do you have times/dates of when you made the calls?

Phone logs or bills?

colino

Are you dealing with an insurance company direct or perhaps a brokers office that may have accidentally taken the premium and not passed it on?