Potential car write-off following accident

manc187

cheers dacouch for the heads up
I can imagine that many people in my situation just accept what they are told by the insurer because they haven't been made aware of the FOS guidelines etc.
I'll be forwarding the fos link above to friends and family.
Like you mentioned the frontline staff aren't always updated quickly enough to any changes in procedures or processes so if you believe what you are being told isn't up to date it's always worth taking it further

manc187

In addition to my above posts I must point out that esure haven't even made a decision yet! - I just want to try and predict what may happen so I know what my options are.

dacouch

manc187 wrote: »

cheers dacouch for the heads up
I can imagine that many people in my situation just accept what they are told by the insurer because they haven't been made aware of the FOS guidelines etc.
I'll be forwarding the fos link above to friends and family.
Like you mentioned the frontline staff aren't always updated quickly enough to any changes in procedures or processes so if you believe what you are being told isn't up to date it's always worth taking it further

If you had any experience of frontline staff, you would know that they tend to have a very limited knowledge of insurance, they're just trained to deal with as many calls as possible.

Most cs staff will just give some answers based on urban myths or by guessing.

If they try and invoke cancellation or not pay the recent purchase price, you'll see what I mean when you try and explain their obligations.

The best way to deal with the staff is to be polite at all times but know what you're talking about and control the conversations. If you upset the staff it can make things difficult, if your polite and friendly they tend to go out of their way to help you

manc187

dacouch wrote: »

If you had any experience of frontline staff, you would know that they tend to have a very limited knowledge of insurance, they're just trained to deal with as many calls as possible.

Most cs staff will just give some answers based on urban myths or by guessing.

If they try and invoke cancellation or not pay the recent purchase price, you'll see what I mean when you try and explain their obligations.

The best way to deal with the staff is to be polite at all times but know what you're talking about and control the conversations. If you upset the staff it can make things difficult, if your polite and friendly they tend to go out of their way to help you

I do have experience (from a job/career perspective) of dealing with frontline staff (call handlers, case handlers, customer services etc.) and I fully agree with what you are saying.
Like you said they are not the technical experts in the industry that they are working in (however some are more knowledgeable than others) - they are driven by targets, benchmarks and KPIs which are set by their senior managers.

manc187

as pure coincidence today I was speaking to an ex colleague who was involved in a very, very similar collision as myself.
Initially he was offered a sum that he wasn't happy with but once he discussed it further with the insurers and proved he had done his research he was offered an amount very close to what he paid for the car only 3 months earlier.