esure problems

parsnip

hi, husband was involved in an RTA not his fault. Esure were informed straight away and their approved repairers have had the car for a week already.
Garage say the repairs look expensive, we dispute this, it looks fairly superficial damage to an immaculate 4 year old car!
Esure have still not informed us if the repairs are going to be done or if the car is a total loss so much for esure saying repairs are authorised in minutes!!!!

Anyway can we insist under uk Law that esure carry out the repairs as we would much rather get our car back than receive a cheque.

parsnip

Esure's approved repairers have now had our car 8 days and have still not decided if the car is a total loss or is to be repaired. This situation is totally unacceptable to us, and esure are without doubt the worst insurance company we have ever dealt with regarding a claim.
My husband is disabled and our car is our Lifeline as we live in a rural area. This means nothing to ESure!


Insure with them at your peril!

Otago

Ill note this for the future. I have house insurance with them and they paid out a claim in weeks without any qualms.Obviously a different department though.

Luis

Surely it is the local garage that are more at fault here than esure? I just had a great experience with esure, and local garage - but made sure I was in contact with the garage daily, and certainly didn't sit waiting for them to ring me.

I also got a nominated claims handler from esure - have you had one too that you could use to chase up your claim? I think the key is to keep ringing and chasing up if you are having problems. I am sorry to hear of your bad experience with them, having just had such a good experience with them myself.

parsnip

Esures approved repairer still have our car for repair, almost a month now!
Every other day I have rung the Garage and esure. THere seems to be a total lack of communication between the two. I would definitely not recommend esure given our experieince.

telly-addict

parsnip wrote:

hi, husband was involved in an RTA not his fault. Esure were informed straight away and their approved repairers have had the car for a week already.
Garage say the repairs look expensive, we dispute this, it looks fairly superficial damage to an immaculate 4 year old car!
Esure have still not informed us if the repairs are going to be done or if the car is a total loss so much for esure saying repairs are authorised in minutes!!!!

Anyway can we insist under uk Law that esure carry out the repairs as we would much rather get our car back than receive a cheque.

I don't know the Esure policy, but I guess that there will be a condition stating that they have the option to repair, replace or pay a cash amount equal to the loss or damage.

I guess that you must have had a decision by now and I assume that they are repairing.

If you're still having no joy, suggest that you follow Esure's complaints procedure. There should be clear guidance in Esure's literature. If that still doesn't work, refer the matter to the Financial Ombudsman Service:
http://www.financial-ombudsman.org.uk/

kizatt

We had problems when we were with esure last year & my husband had a fault claim. We ended up not claiming for our car because the damage really was superficial & they handled it all so badly, taking far too long to communicate with the garage & promising a courtesy car while we decided whether to proceed with the claim, but never delivering on that. We cancelled our insurance a few months later because we bought a car that esure wouldn't insure (too many seats!). Despite having told them of our plans to sell our car, they never told us if we cancelled the insurance we'd still be liable for all the premiums because of the claim. (Apparently this is common, but not claiming & cancelling on a regular basis, we didn't know that!) We could have kept our car as a second car 'til the insurance expired if we'd known. To make matters worse, we'd moved all our no claims onto our new car & were therefore paying over-the-odds insurance for a car we no longer owned, all because they couldn't be bothered to tell us about the small print! (I know, I know, we should have read it, but we didn't & they were really mean to us!)

Parsnip, I take it they have now decided that your car is worth repairing, even though they're taking a ridiculously long time to do it? I had a friend whose car was considered too badly damaged & the insurance company paid him for it instead. He then bought it back from the insurance company & had it repaired himself. Don't know how all that works, but I take it it no longer applies in your situation anyway.

I'd say to keep on at them. We spent months complaining about the way we were treated & eventually got a useless £20 compensation (after they said they'd give us £15 compensation and then never bothered to pay it!).