Not at fault motoring accident, but the claim has been put "on hold"

MarcusAurelius

Hi all,

1. Not at fault, and there is a clearly identifiable 3rd party.

2. The firm that handles claims on behalf of my insurance have cancelled repairs and the hire car on the day the garage was due to collect the vehicle and the hire car was supposed to arrive for reasons they cannot disclose. I have lost time off work. I have been in touch with the company so many times over the 4+ months since the incident trying to get the car into the garage.

Could I have your opinions on the best ways of resolving this.

3. I have paid my money for the insurance premium. The claim handlers have not performed to date, over 4 months since the incident. How to make the necessary repairs and get a hire car in the meanwhile?
4. Who to complain to? This process has been beyond reasonable.

5. What does it mean the claim is on hold?

Thank you.

InsideInsurance

You need to speak to your insurers to find out what is going on. Assuming you are comprehensive cover then it could be there are indemnity queries or something else but these normally come up quicker.

If you dont accept their explaination then register a formal complaint and escalate to the FOS if you arent happy with their response.

MarcusAurelius

InsideInsurance wrote: »

You need to speak to your insurers to find out what is going on. Assuming you are comprehensive cover then it could be there are indemnity queries or something else but these normally come up quicker.

If you dont accept their explaination then register a formal complaint and escalate to the FOS if you arent happy with their response.

Where do I lodge a complaint?

There are many parties in the chain. So it's Me -> Broker -> Insurer -> Claims Handler, and insurance don't therefore deal directly with me.

Should I be asking the 3rd party's insurance to take over since I am far not happy with the 4+ month that taken my side's Claims Handler to arrange a vehicle for repairs and cancelling the collection on the day of collection?

InsideInsurance

You could do, just need to be sure there has been no costs incurred to date.

Your policy book will give the official complaints process and their telephone number

Quentin

It looks like your claim is not being dealt with as a claim off your own policy, rather that your insurer has passed you on to a claim handler who was intending to pass all the costs on to the third party insurer (thereby getting you the hire car, you not paying any excess etc), but something has come up to muddy the water.

Before sacking the claim handler you need to find out why the sudden change of heart.

If it is because of a problem with the third party insurer then it is pointless you trying to get them to deal with you.

Also determine with your own insurer what the state of play is, in particular is your claim going against your own policy with them, or have they indeed passed you over to a claim handler to deal directly with the third party.

MarcusAurelius

The claims handler refuses to provide more details citing proprietary information.

Thoughts?

MarcusAurelius

Also when it comes to renewal what do I tell the new insurer about my no claims duration and the state of the last claim?

How would it affect the new premium?

Quentin

You need to pursue this with your insurer.

Ask them what's going on. You have been too patient!

When applying for new quotes you need to disclose this as an unresolved ongoing claim.

MarcusAurelius

Who should I be writing to regarding lack of performance of the agent of the insurer?

Quentin

Did you enter into a contract with this agent? If so you complain to them.

If not, then all complaints to your insurer (see the policy docs for their complaints procedure)

Bantex_2

Do you have fully comp?
If so why have the repairs not already been done?
Have the third party insurers admitted liability?