How long should insurers take to decide on car insurance claim?

Buddyhollic

Hi, some little darling decided to throw a chunk of concrete at our car Christmas morning:T (sarcasm)
. We called our insurers, Hastings "Premier" (not convinced) on Christmas morning, as we don't have a garage, the car was collected with in the hour.
It is now New Years eve just got off the phone to them, they have still not assessed the car. They will not supply a car until they know they are going to fix it, so we are up crap creek. Hubby can not get to work, 15 miles away and variable start times generally between 4 and 6, not too many buses about then.
So what length of time should it realistically take for them to decide?
Things are not looking good for the old girl, although there is no structural damage, rear near side wing dented, hatchback glass shattered, because she is nearly 14 years old scales are drifting toward write off. Which will be an absolute shame as she has never, ever let us down, MOT has only ever been piddling things, although has sailed through her last 2, and we have spent 2 grand on her in the past year, new paint, wheels, overhaul of engine
How long should a company realistically take to make a decision

InsideInsurance

The problem is that most garages are shut over Xmas and NYE and inevitably have a backlog when they reopen. Insurers have to do their best but ultimately are dependent on garages carrying out assessments etc.

How bad is the damage to the wing?

Personally I would have considered simply making a Glass claim for the rear windscreen which AutoGlass or equiv would have come out to do immediately with a relatively low excess and either live with the rear wing damage or pay to patch it up myself.

Hastings_Direct_company_representative

Hi Buddyhollic,

Thanks for posting, we hope that you have now received further information regarding your claim however if you would like any help during the claim process or if you have any questions please feel free to contact us directly. If you can provide some details about your policy we will be able to assist. help@hastingsdirect.com

Many Thanks,
Jamie

Buddyhollic

No, we haven't. Husband called them on Tuesday, car is still where it was on Christmas day, had not even thought about getting the damage assessed. We were told we "should" hear something Friday. 10 days after, No impressed.

Buddyhollic

Well, Come the afternoon, nothing from Hasting, so hubby called them, the agent he spoke to said that someone would be calling him later today.......surprise surprise, no flipping call....if this is their "Premier" service, glad we aren't bog standard.....